Job Title: Contract Manager Business Sector: Data Centre Solutions, Critical Environment Location: Sunderland COMPANY PROFILE CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally, we employ over 70,000 employees and operate in 48 countries. Purpose Of The Job To manage, motivate and develop the on-site Data Centre Critical Environment Operations team in a business critical 24/7/365 operating environment, providing the 2 service lines to the client of CE and FM. To manage and develop a professional relationship with the client locally to create a positive customer experience. To deliver a performance level which achieves and beats the KPI's and SLA's set down in the contract with the client. To lead, motivate and develop the CBRE team on the site and to ensure that the culture and standards on the site are consistent with the culture and standards established by CBRE. To audit and monitor the on-site operations team's efficiency and to develop efficiencies and innovations that benefit the client and CBRE. Providing leadership, management, and development of the contract, ensuring financial, and operational commitments are met and exceeded. Ensure that on this site all staff are following CBRE ethical, financial and QHSE requirements. This role is responsible for all strategic and tactical aspects of the FM and Critical Environment operations including, but not limited to, FM, electrical, mechanical, monitoring, control systems & security operations. Key Responsibilities Provision of leadership and guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment, and recognition/reward, to include the appraisal system. Deliver effective business communication through advice, review, leadership and direct contribution to management and team meetings, briefings, consultation forums, correspondence, publicity, monthly and ad-hoc reporting and other publications, as appropriate. Provide a learning environment, and appropriate training and development planning. Ensure basic training needs are delivered, employees are fully competent to undertake their roles, and are able to reach their full future potential. Talent manage staff to ensure an appropriate training plan and career progression is identified. Ensure that across the services we provide for the client that effective and efficient systems are in place to: Plan the work ahead, manage the work daily on the ground, communicate the issues around the work to the key stakeholders and measure our performance at completing work on time and the performance of our staff. Effectively lead management related activities including regular management meetings; development of operational procedures; fostering of good relationships with the client; providing services of the highest standards. Be overall responsible for the day-to-day management of the Data Centre Critical Environment Operations team. Manage annual contract budgets and accounts. Produce site related financial, activity and other statistical information and reports as requested. To provide input into regular management reports. Be the point of contact during significant events or multi-discipline technical escalations occurring within the specified site. Ensure data centre operations and business policies and processes are effectively communicated, implemented and adhered to within the contract. Ensure the provision of healthy and safe working conditions and that both clients and CBRE health and safety policy's and process is effectively implemented across both CBRE and subcontractors activities, and are regularly reviewed. Ensure optimum staffing structures operate on the contract, balancing cost reduction with the delivery of service excellence. Ensure structures support peaks and troughs in workload, and disaster recovery. Ensure post holders are fully competent, and that effective succession planning arrangements are in place, monitoring staff retention rates and ensuring staff training & development plans are produced and implemented. Ensure all absence is fully covered by suitably trained and experienced staff to ensure full 24/7 coverage via callout Ensure appropriate control systems are in place to ensure statutory, policy and contractual commitments are met. Ensure a customer focus within all areas of operational activities, and that effective relationships are maintained with key client contacts. Ensuring contractually agreed SLA's and KPI's within the Scope of Works (SOW) are met and necessary record retention demonstrating adherence. Plan and schedule all maintenance subcontractors work and repairs. Ensure all accounts and documentation associated with these subcontractors is current and up to date. Ensure all subcontractors deliver a quality and competent service and that all contractual obligations are met. Manage and deliver repairs and minor project works, as required, within the data centre. Promote and maintaining the core Values of CBRE. Develop effective working relationship with all members of CBRE staff and the Client representatives. Ensure the professional image of CBRE is always presented to clients and visitors. Manage other tasks as directed by your senior management team. Accountabilities Reporting to the UK & I Account Lead Accountability to the CBRE functional heads, as appropriate. Maintains close working relationships with key client representatives. Reporting directly to this position are all members of the FM, Project, and Critical Environment Operations teams. Responsible for all sub-contractors utilised on the contract. Financial responsibility for the full P&L, budgetary forecasting, and financial management for the contract. Person Specification Excellent general education is essential, ideally to degree standard in electrical, mechanical or IT. Must be able to demonstrate a career showing continuous personal development with at least two years' experience in data centre management. Managerial experience at Facility Manager or Contract Manager within a critical environment. Must understand all the associated safety code related requirements relative to providing the service. Experience with Health & Safety Risk Assessments and Control Measures. Experience of maintaining critical & temperature control conditioned environments. Understanding and experience of the electrical and mechanical systems used in a data center environment, including Feeders, Transformers, Generators, Fuel Systems, Switchgear, UPS systems, Battery banks, ATS/STS units, PDU/PMM units, Air handling units, chilled water systems, Fire Alarm systems, and Fire Suppression systems (pre-action sprinklers). Good understanding of IT support services including OS, server hardware, network, storage, and IT infrastructure. Prior operations management experience including team management, work scheduling, and performance reviews Strong understanding of ticketing or workflow management systems and tools. Experience of managing escalation and emergency issues. Experience in vendor management, ability to manage and monitor progress to ensure objectives are achieved for outsourced support and projects. Practical experience must include recruitment and line management/supervisory experience. Experience with Project Management principles Aptitudes Excellent verbal, written and interpersonal communication skills, with the ability to communicate intelligently and effectively with the client, employees, and subcontractors. Numerate and computer literate. Intermediate to advanced software skills - MS Office (Excel, PowerPoint, Word), Visio and Microsoft Project. English verbal and in written Driving Licence for Car (B) Character Excellent motivational and influencing skills, with high levels of personal integrity. Has vision, and able to communicate this effectively. A role model for customer service excellence and politically astute. Ability to communicate technical and business problems in a non-technical manner. Calm manner, able to work under pressure. EQUAL OPPORTUNITIES We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.