Overview
The Technical Services Manager (TSM) is responsible for managing the high standard of operational services in Mechanical, Electrical and Public Health (MEP) systems required across the FMNA portfolio, ensuring consistent, seamless and efficient standards are met so that Occupiers and their visitors can focus on their core business.
Responsibilities
* Manage the delivery of planned and reactive Hard FM services across all properties, with total responsibility for operational performance (Direct labor and specialist Sub-Contractors), Health & Safety, Human Resource Management, meeting all quality & compliance standards and service level agreements to achieve targeted profitability.
* Review all existing site-specific policies and operational procedures (EOP, SOP) to ensure alignment with the value framework; make changes to ensure our delivery model is consistent with ISO 9001 standards and client requirements.
* Develop and implement operational best practices and working initiatives.
* Ensure building regulations, statutory obligations, legislative compliance, and best working practice are delivered.
* Contribute to the completion of individual buildings Activity Calendar and significant building events (e.g., Annual black building tests, M&E audits, actions, and document review).
* Demonstrate a proven track record of technical problem solving.
* Foster a One Team relationship between the management team, service partners and all stakeholders to create a seamless and unified customer experience.
* Manage and monitor operational performance, providing formal monthly performance monitoring reports.
* Effectively manage allocated service partners and their contract performance, including managing key relationships, contract administration, and driving improvements; ensuring work output meets contractual obligations.
* Act as Responsible Person for Legionella (Water).
* Develop a Contract Risk Register to monitor operational and commercial risks.
* Out-of-hours availability for critical call-outs to support and guide if required.
* Produce high-quality technical reports to support position statements in response to significant reactive breakdowns or client requests, or when seeking additional expenditure approvals.
* Practice effective risk management, establishing controls, procedures, health and safety systems, audits, etc., to ensure compliance and contingency planning.
* Meet monthly with core service partners and ensure KPIs, SLAs and reports are completed promptly and accurately.
* Ensure all contracts are maintained within the agreed budget and identify ways to improve customer service and reduce expenditure.
* Develop positive, constructive long-term partnerships with clients.
* Lead energy management for the portfolio at building level, ensuring optimal performance and energy reporting; contribute to SMART building technology platforms and data analysis; ensure assets operate optimally and energy is managed in line with building accreditations such as Nabers.
* Fulfill any one-off and non-contractual operational tasks to a high standard within a dedicated timeframe, including out-of-hour services for occupier events and special projects.
HSE and Compliance
* Role modelling HSE behaviours and best practice.
* Leading HSE culture throughout the team.
* Undertaking Site Safety Inspections and Audits in accordance with company standards.
* Accountability for team adherence to HSE legislation, processes & policies (statutory & company) including accident investigation, reporting, risk assessments, audits.
Commercial
* Manage the P&L performance of the contract in a cost-effective manner, ensuring value for money and that profit targets are achieved; highlight commercial areas of concern to the Account Director and Divisional Finance Director.
* Report on P&L performance monthly and YTD, delivering to budget, minimizing aged debt and recovering WIP within agreed timescales.
* Fully understand the commercial contract and service delivery scope within the contract cost model.
* Ensure invoices are submitted within required timeframes; apply extensions when necessary.
* Adhere to appropriate authority levels for all commercial activity.
* Work within agreed protocols for Small/Extra Works, providing quotes to maximise opportunities for additional profitable revenue.
* Ensure Purchase Orders are issued to the contracted supply chain in a timely manner to meet operational demands in line with SLAs.
* Manage supply chain invoice submissions in line with good commercial practice, ensuring payments are made only when services meet required standards.
* Build cost books and follow CRB processes.
Qualifications
* Industry relevant qualifications.
* Computer literate in CAFM, Word, Excel, Outlook.
* Preferably equivalent to a minimum of 10 years’ experience at technical engineering management level.
* National General Certificate in Occupational Safety and Health – NEBOSH or IOSH accredited.
* Proven track record of technical problem solving.
* Ability to communicate technical subjects to non-technical customers and team members.
* Ability to produce technical reports.
* Adept at managing the change process with a diverse group, promoting best practice and strategic advice where appropriate.
All successful candidates must be able to pass a DBS check at JLL cost.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Engineering and Information Technology
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