Contract Manager in Lincoln

Dalkia UK are looking for a Contract Manager to join our University of Lincoln contract. The Contract Manager role is a key role within our UoL delivery, holding responsibility for the implementation, operation and successful delivery of the contract. They will have great inter-personal skills, allowing them to interact daily with clients, stakeholders and customers, whilst also leading a team of 45 staff. They will also hold responsibility for making key operational and commercial decisions to benefit all stakeholders, deliver financial outcomes and grow the contract.

The University of Lincoln account delivers maintenance across a vast range of buildings & sites within UoL’s 3 campuses. The university believes heavily in user experience and our delivery directly contributes to this, being able to think fast and adjust where needed to ensure users are at the heart of our decisions, is a key attribute any successful candidate must have. This role offers the successful candidate significant opportunity for development within a growing business that is making waves in the FM industry.

The Role

• Providing leadership, management, and development of a defined contract, ensuring operational commitments are met and exceeded.
• Establish, develop and maintain an effective partnership and working relationship with the Customer and any associated customers.
• Take accountability and review accounts performance indicators ensuring delivery of key financial KPI’s/ targets (i.e. working capital, P&L, Costs).
• Lead, manage and support a no-compromise approach to Health & Safety.
• Manage the contract to ensure all of the necessary systems and procedures are complied with, ensuring that the quality-of-service delivery enables the client to occupy their premises efficiently, cost effectively and without disruption.
• Manage and control the attendance and work output of all directly employed staff and specialist sub-contractors.
• Assist in the identification of all new business opportunities within the contract and participate in the costing of the new proposals to ensure that financial objectives are achieved.
• Provide technical leadership and oversight to the team and client where and when required.
• Have a solution-based approach to maintenance, with a clear view on when priorities need to be accelerated to ensure customer satisfaction and user experience remains paramount.

Main Responsibilities:

• Health & Safety

• Ensure Company policies and processes are effectively communicated, and implemented within the contract.
• Escalate all health and safety concerns through the appropriate channels and hold good level of understanding of escalation priorities.
• Ensure both the client's and Dalkia’s health and safety policies and processes are effectively implemented across both the in-house team and subcontractor activities.
• Be compliant with all Health & Safety issues by the use of directly employed multi-disciplined resident technicians and subcontracted specialists.
• Carry out monthly inspections.
• Maintain a good working relationship with QSHE team.
• Ensure all team members adopt the ‘Safety First’ approach.

• Manage sickness and other absences across the team.
• Ensure optimum staffing structures operate across contracts, balancing cost with the delivery of service excellence.
• Carry out PDR's in line with Company process.
• Competent in managing employee relation processes and performance management.
• Ensure team structures support peaks and troughs in workload, and disaster recovery requirements.
• Identify skills gaps and take a proactive approach in the team’s development.
• Continually assess succession planning on the account and encourage development.
• Provide leadership and guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment and recognition/reward.

• Establish, develop and maintain an effective partnership and working relationship with the Customer and any associated stakeholders.
• Always maintain effective lines of communication with the customer.
• Ensure a user experience focus within all areas of operational activities.
• Proactively ensure customer satisfaction with work conducted.
• Develop and implement a plan for the management and retention of the Account.
• Meet regularly with the Client to review the level of service delivery, to identify areas of continuous improvement opportunity and to resolve any issues.
• Identify additional work opportunities and liaise with the relevant teams for leads on additional works.
• Support with bid / tender required content and participate in re-tendering activities.

• Ensure appropriate control systems are in place for attainment of statutory, policy and contractual commitments.
• Take accountability and review performance indicators ensuring delivery of key financial KPI’s/ targets.
• Proactively use performance data to improve financial performance.
• Play an active role in identifying ways in which processes can be streamlined.
• Resolve any matters arising from day-to-day operational responsibility that cannot be dealt with by the first line supervisory level.
• Organise, attend and invite all interested parties to the regular governance meetings.

• Maintain effective time management to ensure all high priority tasks are prioritised.
• Work with other managers to ensure the collaborative development of the business, effective teamworking and support to colleagues.
• Take an interest in self-development and raise development areas of interest to management.
• Attend Company webinars and keep abreast of important company information.
• Embody Dalkia’s principles and always act with integrity.
• Ensure all training is completed and remains up to date.

• Understand and work to the contractual SLAs / KPIs.
• Complete and present the monthly contract reviews.
• Ensure that opportunities for the strategic development of the contract are realised to ensure service delivery to our clients.
• Develop contract financial plans for revenue and profit delivery, reduction of WIP, debt, cost reduction and contract growth, ensuring that these are met.
• Identify and implement plans to develop and achieve organic growth and increased profitability of the account.
• Lead WIP reviews to ensure all work is undertaken in the most cost-effective manner and value for money is being secured from all specialist sub-contractors.

Benefits

• Additional earnings available through overtime - if wanted.
• 25 days annual leave plus Bank Holidays, plus option to purchase an additional 5 days leave every year.
• Pension with matched contributions between 6-8%.
• Life Assurance.
• Private Medical Insurance Single Cover on completion of 12 month service, with the opportunity to pay for additional cover for partner/dependants.
• Flexible Benefits Scheme – including eye care voucher, store discounts for major retailers, salary sacrifice electric car vehicle lease scheme, personal IT equipment loans, impartial financial/savings guidance.
• Access to wellbeing programmes.
• Company Sick Pay.
• Employee recognition programmes which reward exceptional achievements.
• Employee Referral bonus with generous bonuses for ‘referring a friend’.
• The opportunity to use one working day per year volunteering to help the local community.
• Employee Assistance Programme - free, confidential 24/7 365 support on all lifestyle matters.
• Smartphone/ Tablet, uniform, PPE.

Qualifications and Experience Required

• Substantial quantifiable and demonstrable experience in a similar role.
• Recent successful experience of controlling site teams in hard services.
• Proactive management and experience of internal service delivery teams.
• Proven track record in successful people management including performance management and familiarity with operational HR process and procedure.
• Valid formal Health & Safety qualification e.g. IOSH / NEBOSH.
• Detailed operational understanding of facilities maintenance and building services within a client-focused environment.
• Experience in the Mechanical and Electrical aspects of general building PPM schedules.
• Mechanical or Electrical Apprenticeship, 18th edition IEE, C&G 2391, BTEC & HNC or similar.
• IT literate FM Management Information Systems, MS Word, PowerPoint and Excel.
• Wide breadth of knowledge on mechanical electrical systems and building fabric repairs.
• Sound commercial and financial awareness.

At Dalkia, we are committed to equity, diversity, and inclusion. We ensure that every applicant is treated fairly and respectfully throughout our selection process. If you require any adjustments, please inform us in confidence. Our talent acquisition team is here to assist you.