Head of Operations - FCDO KCS

We are looking for an experienced Head of Operations to facilitate and coordinate the delivery of multiple services across a cluster of high profile large complex multi-tenanted buildings and client locations based in Central London.

The role will report to the Account Director, is a member of the Account Senior Management Team and is customer and is internal and external facing. Within the TFM contract the services provided include M&E (with variable works and project works), cleaning, catering and porterage services supported by Workplace Assistants. The Head of Operations will be responsible for ensuring that all service lines are seamlessly integrated to provide an exemplary level of Customer Experience to the client and end user. The client is demanding and not only must all planned works be delivered in full, but the ability of the individual to be proactive and also cultivate and instil a proactive culture within the workforce is critical to the success and account NPS performance.

In the external facing role the Head of Operations will need to provide assurance to the client and at the same time work in a collaborative manner exuding confidence and assertiveness whilst building and maintaining rapport and relationships. The Head of Operations is not expected to be a subject matter expert in all services and disciplines but will need to demonstrate a broad understanding of essential services and be able to provide credible and articulate information to client and management. The Head of Operations should have strong commercial acumen and be able to talk confidently around:

-Health and Safety and risk

-Water Hygiene Management

-Fire Safety

-General M&E and building services

-Incident Management

-Sustainability and Energy Management

-Operational Management

The Head of Operations will lead the Site Management team and will need to provide leadership, guidance, discipline and structure to the service line teams as appropriate.

Main Role

-Lead the TFM service delivery across a cluster of prestige buildings

-Hold daily ops briefings

-Hold weekly Incident Review Boards

-Lead monthly QSHE forums and Quarterly Town Halls

-Establish a standardised policy for the buildings and ensure standards are deployed consistently via a suite of core operational processes, Standard Operating Procedures and work instructions as appropriate and necessary

-Provide monthly performance and operational reports to management and client

-Ensure the smooth running of all services and ensure optimal operating models in line with contract and legislative obligations are deployed, escalating where remediation actions are not supported

-Ensure Safe Systems of Work are in place and complied with

-Ensure compliant and competent teams are in place to deliver activities safely

-Manage client expectations and needs promptly and efficiently

-Manage the site team in conjunction and work alongside the Senior Management Team

Primary Responsibilities

The Head of Operations will lead the operations team in making sure that the Management and Delivery of the services are in line with the contractual requirements, ensuring that KPI's are adhered to, as well as meeting all obligations to the client as outlined in the site specific schedule of works.

-Programme Management

-Responsible for the delivery of planned, reactive, M&E, Soft FM and building fabric works

-Responsible for established services and all other reactive and ad-hoc services

-Planning and co-ordination of all works/services with Service teams and supply chain

-Support of incidental works and other new works programmes

-Ensure that information held is accurate and timely

-Manage all information and data transfer between Mitie Senior Management teams through to delivery teams and supply chain.

-Employee Management

-Management of the delivery team, including recruitment, selection, motivation and development of staff

-Ensure staff are trained to carry out works safely, efficiently and to standard

-Networking

-Liaison with Client representatives and customer

-Co-ordinate all operations with service teams, central helpdesk team, Mitie Management and supply chain

-Budget Management

-Management of budget to ensure works are completed to time and cost

-Performance Management

-Produce performance measures to demonstrate satisfactory service delivery, performance against KPI's and SLA's and costs against budget

-Use of MIS to manage all aspects of service delivery against contractual performance indicators

-Quality Management

-Undertake quality audit of works in progress and completed

-Undertake quality audit of all established services

-Support the Business Improvement/Lean programme and identify issues to drive forward contract development.

-Compliance and Fraud

-Fraud Awareness

-Responsible for ensuring compliance with relevant legislation, Health and Safety, Quality Assurance & Environment

-Supply Chain

-Liaise, audit and manage the supply chain

-Regular review of supply chain partners ensuring that service needs are achieved

Quality, Health, Safety and Environment

-Ensure strict adherence to all processes and procedures, not limited to but including: Company Documentation, Work Instructions, ISO Processes, CoSHH Assessments, Risk Assessments and Method Statements

-Ensure that all aspects of Health and Safety are covered and that the correct documentation is held, as well as ensuring that the site meets statutory compliance regulations

-Ensure that the "LiveSafe" program is deployed and complied with

-Completion of regular audits relating to all areas of responsibility.

-Creates a safety culture that looks for continuous improvement.

Innovation / passion for customer and client needs

-Understands under-stated customer needs and responds appropriately

-Is receptive to new ideas and looks for innovative methods/practices to improve customer service and our delivery of Technical Services

-Is enthusiastic and committed to provide a professional, high quality service to the Company and the client and instils a can-do attitude into the team

Results focus

-Focuses on "making a difference"

-Has meticulous attention to detail, ensuring high standards of quality are achieved in all areas

-Ensures that effective planning practices are implemented throughout the team

-Identifies and follows through business opportunities to maximize the mutual benefits to the client and the Company

-Has a proactive approach in all areas and demands standards of excellence.

-Achieves budget in all areas

-Reports contractual information in a timely manner

-Meets the requirements of the clients SLA's for the account, where gaps exist to have agreed recovery plans in place

Delivery

-Maintains composure and behavioural standards in difficult and stressful situations

-Maintains enthusiasm and a positive attitude, even when confronted by negativity

-Manages, retains and updates contract documentation relating to regulatory compliance in accordance with current legislation

-Keeps abreast of changes to current legislation relating to all aspects of Facilities Management

-Manages relevant 3rd party contractors in accordance with ISO 9001. Includes regular monitoring, meetings and reviews

-Ensures that the contract meets the legal, company and client regulations for fire, health, safety and the environment.

ExperienceApplicants will need to be able demonstrate at least 5 years in a leadership role and 10 years in Facilities Management capacity. They will be responsible for themselves and others to ensure we maintain a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments. They will provide health and safety management in accordance with our Quality Management System and all legal and statutory requirements.

The individual will be required to undergo Security Clearance (SC) and in the future may need to undergo DV clearance

Essential Skills:

-Good oral and written communication

-Good interpersonal and Influencing skills

-Ability to communicate clearly and confidently and establish client rapport

-Ability to lead teams and work across all levels of management vertically and horizontally

-Competency and understanding of Statutory Compliance within workplace operations

-IT literate

-FM industry practice and competency and understanding

Qualifications

-Excellent Leadership and Organisational skills

-Structured and methodical problem solving

-Health & Safety trained. Minimum requirement - IoSH managing safety

-Technical report provision

-BIFM/IWFM Level 3 Diploma

Desirable:

-Nebosh General Certificate

-Knowledge of Facilities management and Building services advantageous

-Previous experience of working in a diverse service delivery team

Personal Specification
-Experience of daily interaction with client, end users, leadership team and operational management

-Co-ordination and planning skills

-Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties.

-Customer Care - Capable of delivering results and meeting customer expectations

-Self-motivated, tenacious and result-oriented with a positive outlook

-Calm and authoritative under pressure with an ability to manage across all boundaries in a crisis

MitieMitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has in excess 70'000 employees, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve.Our Values: Delivering the exceptional, every day· Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day· Our promise to our people: a place to work where you can thrive and be your best every day· Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day· Our culture - our core values and how we behaveo We are one Mitieo We are built on integrity and trusto We go the extra mileo Our diversity makes us strongero Our customers' business, is