ESSENTIAL SKILLS

• Extensive operational experience with emphasis on integrated FM services
• Demonstrated leadership/management skills to deal with issues ranging from senior level to administrative across maintenance/engineering.
• Ability to engage and communicate across all levels within an organisation.
• Ability to lead Change Management programmes.
• Demonstrable Health & Safety knowledge and/or experience (IOSH minimum)
• Proven record of providing excellent internal and external customer service
• Ability to comprehend, analyse, interpret and present complex business documents.
• Ability to respond effectively to highly sensitive issues.
• Ability to write reports, manuals, speeches and articles using distinctive style.
• Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups.
• Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.
• Demonstrate an ability to solve complex problems and deliver a variety of options in complex situations.
• Sector expertise with strong experience successfully managing integrated facilities management.
• Experience in understanding, developing and exceeding client relationships.
• Ability to effectively respond to complex problems, inquiries or complaints from clients, line management and supply chain and provide innovative solutions.
• Ability to grow, develop and manage high performing teams.
• Analytically minded with strong financial and numerical skills
• Proficient in common application software - Microsoft Office Suite

KEY RESPONSIBILITIES:

• Integrating the overall service delivery model - leveraging both technical engineering (hard services) and facilities management (soft services) to provide a holistic and unified property services solution.
• Acts as single point of contact and develops positive relationships with the client for all IFM services issues.
• Manages on site facilities management operation teams in terms of staffing, training, development, and performance.
• Responds to problems and concerns; implements policy, rules and regulations.
• Manages contractual relationships and works with the Client’s Representative to assure excellent service delivery to Client’s location; reviews and monitors performance in line with agreed KPI or SLA
• Supports account management team to monitor and modify the services deliverables in accordance with the change of Client’s business needs.
• Implements the standards for inspection and audit protocols for the improvement and/or maintenance of operational delivery.
• Reviews and establishes procedure playbooks that demonstrate performance is being delivered consistently.
• Works collaboratively with various client teams, the CBRE FIL Account Team, and any other central CBRE management teams.
• Ensures contract specific reports are produced and issued in a timely manner.
• Manages the effective implementation of Health, Safety, Security & Environmental policies and procedures to minimise the risk exposure to the Client.
• Reviews and manages contract documents to ensure consistency and adherence with client master contract and CBRE’s corporate standards.
• Contributes to account commercial performance through identification of service efficiencies while protecting service levels and KPI performance.
• Develops and controls an annual facility budget, including direct and indirect contract service expenses, preventative maintenance costs, and project/capital items.
• Ensures superior delivery of all contract deliverables, including measurable value-add, innovation, continuous improvement and ‘dark green’ customer satisfaction feedback.
• Manages various third-party vendors who provide the IFM services; this includes participating in the development of RFP’s, assisting in contract negotiations, and SOW, SLA, KPI development.
• Ensures all statutory compliance requirements are met.
• Demonstrates tangible leadership and relationship management skills both across primary client stakeholders and CBRE Account team.
• Ensures compliance in accordance with CBRE and Fidelity International standards.