Key Responsibilities

FM Operations Coordination

• Lead the FM Helpdesk and Duty Management teams responsible for coordinating daily facilities management activities.
• Ensure effective prioritization and resolution of asset faults, service requests, and operational issues.
• Maintain 24/7 operational coverage for facilities support services.
• Coordinate responses between maintenance teams, contractors, and stakeholders.

Performance Monitoring, Reporting & Analytics

• Lead the development and management of performance reporting frameworks covering service delivery, asset performance, and contractor compliance.
• Develop, maintain, and enhance dashboards, KPI tracking systems, and reporting tools.
• Produce monthly and periodic reports, presentations, and executive summaries for leadership.
• Consolidate and analyze data from multiple service providers and systems to generate actionable insights.
• Ensure accuracy, consistency, and integrity of all performance data and reporting outputs.

Data Management & Systems

• Act as the focal point for FM data management, databases, and reporting systems (e.g., CAFM/CMMS platforms such as Maximo or similar).
• Oversee data collection, validation, and reporting processes across multiple operational streams.
• Develop structured databases, templates, and automated reporting solutions.
• Support system optimization and digital initiatives to enhance reporting automation and data visibility.

Continuous Improvement & Process Optimization

• Lead continuous improvement initiatives driven by performance data and analysis.
• Identify trends, inefficiencies, and performance gaps and implement improvement actions.
• Promote data-driven decision-making across FM operations.
• Support innovation initiatives to enhance operational performance and reporting capabilities.

Governance & Performance Oversight

• Maintain performance registers, risk registers, and reporting frameworks.
• Monitor compliance with contractual obligations and SLAs through data and reporting.
• Support audits and performance reviews with accurate analysis and documentation.
• Ensure alignment with asset management and operational governance frameworks.
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