Operations Manager
We are currently recruiting for an Operations Manager for the FM division of the business. The general role is to efficiently co-ordinate and manage all the operational requirements of a fast paced, multi contract, facilities management division.
Main Responsibilities
Overall responsibility for all incoming work orders from client systems, ensure all works are responded to within set SLAs. Facilitate fulfilment via an internal planning meeting with technical and planning staff
· Regular monitoring of the data to ensure these KPI’s are met daily and any PFU’s are driven to resolution.
· Communicate daily department performance in morning meeting and document accordingly.
· Leadership of the direct staff (Technicians) conducting 121’s as per company policy.
· Lead weekly PFU meeting (problem follow up). Identify root cause failures in why KPI’s are not being achieved and create action plan to remedy.
· Ensure all systems are aligned and accurate at all times.
· Manage all work orders throughout their life cycle in each system, from creation through to invoicing.
· Ensure associated elements required for each job are in place to ensure smooth running and successful completion, such as, appointment booking, sending of RAMS, insurance and training documentation, plant, equipment and materials.
· Manage the reverse side of the process to ensure all tools, equipment and plant or off hired on time.
· Creation and communication of monthly management report.
· Line Manage the service desk team (including 121’s) and their daily activities.
· Ensure all works, planned and reactive are scheduled within defined SLA parameters. Responsible for daily plan adherence and reporting variations/downtime.
· Optimise operational team structure with clear responsibility and accountability to deliver current and future growth.
· Form part of the FM on call team rota and deliver the out of our requirements for the FM department.
· Proactive customer contact to maintain contract and generate new business. Clear communication to ensure customer requirements are achieved.
Knowledge and Skills
· Facility management
· Planning process
· Knowledge of relevant business operating systems (Sage 200) (preferred)
· Commercial acumen
· Effective communicator
· Effective problem-solving skills.
· Ability to manage and motivate a team.
· Effective decision maker
· Strong organisational skills
· Analytical
· Computer literate