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For Companies At a Glance
- Tasks: Lead and optimise service desk operations across multiple sites for top-notch customer service.
- Company: Join City Building Engineering Services, a leader in construction and engineering solutions.
- Benefits: Enjoy competitive pay, career development opportunities, and a dynamic work environment.
- Why this job: Be part of a team that values innovation, leadership, and exceptional service delivery.
- Qualifications: 5+ years in operations management with strong leadership and analytical skills required.
- Other info: This role includes on-call responsibilities and the chance to shape future leaders.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Join to apply for the Operations Manager role at City Building Engineering Services (CBES)
Responsibilities
- Management of operational functions across all service desks within a multi-discipline/multi-site operation.
- Deliver and implement operational strategy for the consistent performance of all service desk teams.
- Develop performance levels and markers within the service desk to meet current and future demands and/or contracts.
- Undertake regular analysis of service desk performance to identify areas for improvement in service desk operations and implement solutions to enhance efficiency and effectiveness.
- Ensure the provision of an exceptional customer focused and effective operational service desk in line with corporate objectives.
- Act as a point of escalation for complex issues and ensuring appropriate resolution.
- Develop robust reporting mechanisms across all workstreams.
- Monitor desk KPI’s and SLA’s to ensure service quality and compliance.
- Maintain an effective line of communication with account management teams, heads of department and senior team regarding performance & KPI’s to ensure seamless service delivery.
- Manage the departmental budget to deliver excellent customer service whilst deploying the most cost-effective staffing solutions.
- Take an active role in the tender process for any new business, which places a demand on the service desk function.
- Develop internal supervisors & colleagues to create future leaders whilst creating a strong succession plan within the business.
- Develop and maintain effective working relationships will all internal/external stakeholders.
- The management, development and motivation of the service desk team including continual assessment via monitoring of job performance, where necessary.
- Facilitate the company disciplinary and/or grievance procedure in conjunction with the Human Resources Department.
- Maintain an effective line of communication with CBES & City Group IT management teams, heads of department and senior team regarding performance of CAFM & IT systems.
- A key stake holder in CBES CAFM and IT operational system performance and development for future growth.
- Part of the on-call service desk management team, alongside managing the desk on-call rotas.
Requirements
- Proven experience in a similar service desk or operations management role.
- Proven ability to manage service desk teams within a multi-client environment at a senior level for a minimum of 5 years.
- Strong leadership and team management skills.
- Able to work to tight deadlines within a multi-contract environment.
- Good organisation skills, with an ability to stay focused on assigned tasks.
- Able to communicate effectively at all levels.
- Knowledge of facilities management principles and practices.
- Strong analytical and problem-solving skills.
- Experience of budget management and financial reporting.
- Proficient with all MS Office systems.
- Proficient with D365 and CAFM/MMS systems (e.g. Verisae/Service Channel), including implementing, launching and integration.
- Multi-contract & Discipline Operational Experience 5 Years+
- Full UK Driving Licence.
Seniority level
- Mid-Senior level
Employment type
- Other
Job function
- Management and Manufacturing
Industries
- Construction
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Operations Manager employer: City Building Engineering Services (CBES)
Contact Detail:
City Building Engineering Services (CBES) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager
✨Tip Number 1
Familiarise yourself with the specific operational strategies and performance metrics used in service desk management. Understanding these concepts will help you speak confidently about how you can enhance efficiency and effectiveness during interviews.
✨Tip Number 2
Network with professionals in the facilities management and operations sectors. Attend industry events or join relevant online forums to connect with others who may provide insights or even referrals for the Operations Manager role.
✨Tip Number 3
Prepare to discuss your experience with budget management and financial reporting in detail. Be ready to share specific examples of how you've successfully managed budgets in previous roles, as this is a key requirement for the position.
✨Tip Number 4
Research City Building Engineering Services (CBES) and their corporate objectives thoroughly. Tailoring your conversation to align with their goals will demonstrate your genuine interest in the company and how you can contribute to their success.
We think you need these skills to ace Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in operations management, particularly in service desk environments. Use specific examples that demonstrate your leadership skills and ability to manage multi-site operations.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the Operations Manager role. Emphasise your proven track record in managing service desk teams and your analytical skills in improving operational efficiency.
Highlight Relevant Skills: In your application, clearly outline your skills related to budget management, team development, and communication. Mention any experience with CAFM/MMS systems and how you've used them to enhance service delivery.
Showcase Problem-Solving Abilities: Provide examples in your application of how you've successfully resolved complex issues in previous roles. This will demonstrate your capability to act as a point of escalation and ensure effective resolution.
How to prepare for a job interview at City Building Engineering Services (CBES)
✨Showcase Your Leadership Skills
As an Operations Manager, strong leadership is crucial. Be prepared to discuss your experience in managing teams, particularly in a multi-client environment. Share specific examples of how you've motivated and developed team members, as well as how you've handled challenges.
✨Demonstrate Analytical Thinking
The role requires strong analytical and problem-solving skills. Prepare to discuss how you've used data to improve service desk performance in the past. Bring examples of KPIs you've monitored and how you implemented changes based on your analysis.
✨Understand the Company’s Objectives
Research City Building Engineering Services (CBES) and understand their corporate objectives. Be ready to explain how your operational strategies can align with their goals. This shows that you're not just looking for a job, but are genuinely interested in contributing to their success.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle complex issues and escalations. Think of scenarios where you've successfully resolved conflicts or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.