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, to ensure the 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 they fit with the value framework and make necessary changes to ensure the operational 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 practices are delivered.
• Contribute to the completion of individual buildings Activity Calendar and significant building events (e.g., annual tests, M&E audits, actions, and document review).
• Demonstrate a proven track record of technical problem solving.
• Foster and develop a One Team relationship between the management team, service partners and 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, monitoring contract administration, and driving operational improvements; ensuring work output aligns with contractual obligations.
• Act as Responsible Person Legionella (Water).
• Develop a Contract Risk Register to manage and monitor operational and commercial risks as they become known.
• Out-of-hours availability for critical call out to support and guide if required.
• Produce high-quality technical reports to support position statements in response to significant reactive breakdowns and/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 with legislation and contingency plans.
• Meet monthly with core service partners; ensure KPIs, SLAs and reports are completed promptly and accurately.
• Ensure all contracts are maintained within the agreed budget and seek ways to improve customer service and reduce expenditure.
• Foster positive, constructive relationships based on a long-term partnership approach with clients.
• Lead energy management for the portfolio at individual building level; ensure buildings operate at optimum performance with energy closely managed and reported.
• Enhance the capability of existing buildings technology and contribute to the development of new SMART building technology platforms and data analysis; ensure client assets operate at optimum performance and energy is managed and reported in accordance with building accreditations (e.g., Nabers).
• Ensure one-off and non-contractual operational tasks are fulfilled to a high specification and 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, process and policies (statutory and 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 achievement of profit targets; highlight commercial concerns to the Account Director and Divisional Finance Director.
• Report on P&L performance monthly and year-to-date, delivering to budget, minimizing aged debt and actively recovering WIP in line with agreed timescales.
• Fully understand the commercial contract and scope of service delivery within the contract cost model.
• Ensure all invoices are submitted within required timeframes (internal and client) and extensions applied where necessary.
• Adhere to appropriate authority levels for all commercial activity.
• Work within agreed protocols for Small/Extra Works by providing quotes for client consideration to maximize opportunities for additional profitable revenue.
• Ensure Purchase Orders are issued to the contracted supply chain in a timely manner so that schedule and reactive services meet all operational demands in accordance with contract SLAs.
• Manage supply chain invoice submissions in line with good commercial practice, ensuring payments are made only when services have been delivered to required standards.

Qualifications and Requirements

• 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 - accredited by NEBOSH or IOSH.
• 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 to 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.