EMEA Service Delivery Manager (Technical)

Workplace Resources (WPR) are looking for a dynamic Service Delivery Manager (Technical Services) for the EMEA region. Ideally suited to a Country or Regional FM or Project Manager looking to take the next step in their career.

WHAT YOU’LL DO

• Govern an FM Contract which ensures all EMEA locations have a maintenance, life cycle management strategy and engineering plan for technical assets (HVAC, Building Management Systems, etc.).
• Partner with the worldwide team and local leaders to deploy existing Cisco policies and procedures using your industry expertise and knowledge, ensuring owned and leased workplaces are safe and functional.
• Establish business relationships to better align current services today, and ensure complete support of the business units as they constantly evolve and innovate.

YOU WILL BE RESPONSIBLE FOR

• Contractual execution against existing critical metrics and SLAs.
• Strategic Asset Opex & CAPEX Investment Plans, including due diligence, developing multi-year programs, prioritizing work into projects, and presenting/aligning the plan for the project teams to deliver.
• Driving continuous improvements in service levels, operating costs, energy & sustainability, quality and safety.
• Monitoring and reporting on significant events impacting business operations.
• Budget & spend management, prioritizing needs, contract variations, work order & financial approvals.
• Owning business continuity plans associated to FM Hard Services.

COMPLEXITY OF JOB

• Solving complex problems and identifying viable and often innovative options, using analytical skills and judgement to recommend appropriate solutions.
• Translating strategy into clear operating plans that promote operational excellence in service delivery with measurable results.
• Applying expertise in Facility Management to identify areas of risk or concern.

INDIVIDUAL SKILLS

• Broad technical knowledge of infrastructure and asset management, capable of building investment strategies to minimize business impact while ensuring cost-efficient maintenance and repair solutions in partnership with Service Providers.
• Understanding of portfolio management, including acquisition and disposition, project/program management, design and construction, change management, and facilities management.
• Ability to continuously change to meet evolving needs for both owned and leased properties.
• Effective communication and leadership of cross-functional teams, delivering training and working virtually with EMEA-wide teams amidst change and reprioritisation.

WHO YOU’LL WORK WITH

• Reports to the EMEA Workplace Services Leader.
• The WPR Delivery team provides local focus and relevance in various geographic regions, including all real estate transactions, capital investment program management, and facility maintenance, operation, EHS, and procurement.
• We partner with suppliers to ensure quality, innovation and scalability with Cisco’s business and apply customer-driven feedback to continuously improve and exceed client and employee expectations.

WHO YOU ARE

• An experienced professional, commercially aware, with broad technical knowledge and understanding of Facilities Service Delivery and Performance Management.
• Partners with senior-level management to create and analyse business cases for technical projects, develops and obtains consensus for business requirements, and develops fully-integrated launch plans.
• Experienced in leading Asset Management & Procurement strategies, translating these into clear operating plans.
• Delivering against critical metrics and SLAs with a primary focus on driving corporate process standards.
• Understanding FM Service Delivery concepts with the ability to explain them effectively to management or cross-functional teams.
• Competent in financial analysis, budget management and modelling, large-scale asset capital planning and feasibility studies.

EXPERIENCE

• Awareness of industry best-in-class Facilities Management Service Delivery and risk management, including BMS, HVAC, Asset Maintenance, etc., and critical infrastructure environments such as Network Labs and Data Centers.

KNOWLEDGEABLE IN THE FOLLOWING AREAS

• High-demand, revenue-dependent, 24x7 data centres and R&D Lab environments.
• Mechanical, Electrical, Plumbing and building systems.
• Lab and data centre design methodology.
• Building controls and building management systems.
• Environmental compliance programs and renewable energy management.
• Life cycle management, equipment cost & total cost of ownership.
• Financial management (including profit and loss, cost control and budgets).
• Managing services across multiple sites.

SKILLS

• Broad knowledge and experience in facilities management at both strategic and tactical levels, with the ability to translate this clearly.
• Deep knowledge of project/program management methodologies.
• Analyse multiple sources of complex information and evaluate several alternative solutions before confirming the path forward; service and support/solution skills.
• Explaining complicated information and optimally laying out pros and cons of alternatives.
• Financial analysis business fundamentals including present value and bringing value propositions.
• Understanding and contributing to business objectives and strategy and recognizing impact on both client and service provider deliverables.
• Providing leadership across functional areas and programs that touch strategic outsourcing and partner management.
• Excellent written and interpersonal communication skills in English.
• Ability to communicate to all levels of the organization.

EDUCATION

• Bachelor’s degree, plus 12 years of facility management and related proven experience.
• Industry knowledge and involvement in CIBSE, IWFM, IFMA, CoreNet and/or similar organizations.
• Health & Safety accreditation (NEBOSH, IOSH, or similar).