Hard FM Services Manager in Newcastle upon Tyne

Overview

For jobs located in Wales, the ability to speak Welsh is desirable.

The Department for Work and Pensions (DWP) is one of the government’s largest public service departments with a sizeable annual budget, serving over 20 million citizens. The estate spans 1.4 million square metres across 800+ sites and supports around 78,000 colleagues. Our vision includes DWP colleagues, supply chain, partners and, most fundamentally, the customers the Department exists to serve. They are the reason for our existence. We are responsible for the day-to-day operation of our vast Estate by managing a private sector supply chain that delivers essential services such as Security Guarding, Maintenance, Property and Leasehold Management, Construction, Cleaning and Facilities Management. DWP Estates is not just about maintaining buildings – it’s about transformation. Our strategic goals include:

• Transitioning to a smaller, more affordable, and adaptable estate to meet future needs
• Investing in infrastructure through planned replacement works
• Embedding sustainability in line with Government Greening Commitments (GGCs)
• Delivering cost-effective services while maintaining high standards
• Creating a professional, best-in-class working culture across the Government Property profession

Our Estates strategy ambitions have been refreshed to take us through to 2030:

• OPTIMISE: Continue to transition to a more affordable and adaptable DWP estate that creates productive environments
• INVEST: Investment in an improved environment that better meets the needs of customers and colleagues and minimises service disruption
• SUPPORT the drive for sustainability throughout DWP
• DELIVER: Expertly deliver improving, cost-effective services for DWP
• THRIVE: Continue to develop a working culture for DWP Estates that is best in class across government

There is no better time to join the award winning DWP Estates team.

This role will represent DWP Estates as the intelligent client, against agreed performance metrics to ensure the supplier delivers against their contractually agreed requirements. This role will foster a collaborative relationship with the supplier, to drive innovation and identify improvement opportunities.

Key accountabilities

• Reporting into the Hard FM Services Lead, this role will support the hard services in the overall delivery from the Estates Supply Chain Partners.
• As directed this role will work in conjunction with internal stakeholders and external parties to assure the highest quality services are delivered to DWP Estate
• Collaborating with Service Delivery Operations, Projects, Change teams, as well as the wider DWP Estates Teams and other supplier stakeholders to establish relationships and identify issues with suppliers and find methods to resolve arising problems.
• Collaborating with the supplier and stakeholders to explore innovative methods of collaboration to provide cost-effective solutions and improve service.
• Supporting the delivery performance of the supplier, ensuring contracted services are discharged correctly. working closely with DWP Category Management (Commercial team) and Supply Chain Management team on issues that require day to day commercial input or escalation as well as working closely with DWP Estates’ H&S, Asset and Compliance teams to deal with supplier issues and escalations
• Working to support delivery of service requirements, collaborating with internal teams to resolve supplier issues, understanding the supplier constraint and delivery difficulties and work with them and stakeholders to provide solutions, undertaking a review of Management Information, identifying potential gaps in service, and collaboratively developing corrective actions with the internal and external stakeholders.
• Supporting the management and coordination of the Integrator CAFM system and associated supplier systems.
• Managing complaints and escalations around supplier services
• Producing reports in Excel, PowerPoint and Power BI, attending meetings as required by the SDM.
• Foster a one team approach to managing DWP stakeholders to ensure a safe and compliant estate
• Service reviews – Ensuring best value for money on a large complex estate
• Quality checks – Service delivered vs service expected (scheduled supplier services)

Relationship management

• Effectively supporting the supplier/client relationship across the Estates stakeholders, this role will support translation of Estates’ business requirements into the services required and support DWP Category Management team and SCM team to oversee the contractual relationship between DWP and the Supplier Partner.
• This role will work collaboratively to ensure Estates Control Framework and End 2 End processes are effectively embedded and articulated across with the Supplier Partner and monitor the performance of the Supply Chain and the health of the relationships.
• Supporting to build a strategic and collaborative relationship with the Supplier Partner to foster innovation and actively identify risks, continuous improvement opportunities to improve service, efficiencies, and value for money
• Ensuring the Supplier Partner delivers outcomes that our customers need and at the requisite service quality.

Change Management

• Supporting Stakeholder service change requests, validating operational / business requirements with the Estates stakeholders.
• Supporting information on financial forecasts and budgets.
• Collaborating on Early warnings, Compensation events and Change requests within NEC3/4 constraints
• Support maintaining records of all decisions made and instructions issued to the Supplier Partner. Maintaining an auditable change control register
• Working closely with the broader DWP Estates Service Delivery team, ensure change requests accurately reflect DWP requirements. Overlaying supply chain insight and operational information to determine required changes in scope, service, and volume to accurately reflect DWP’s requirements.
• Collaborating with the internal DWP stakeholders and Cost and Supplier Performance Management team to ensure changes to service matrix are accurately captured reflected in contract changes and the Application for Payment (AFP) process. Ensuring budget holders understand the change in costs, provide supporting data to secure their approval and raising any issues or concerns with the appropriate stakeholder.

Strategy

• Working alongside the wider DWP Estates Supply Management Team, providing support in development and implementation of DWP Estates’ Integrator and the Service Delivery performance management framework and category strategy.
• Have detailed understanding of the relevant supplier category strategy to support implementation and development plans as agreed by the DWP Category Management team and the Estates stakeholders.

Health & Safety

• Support in channelling requests for information for personal injury claims related to the Supplier Partner to enable receipt of timely information to support development of DWP’s response to personal injury claims.
• Working with the DWP Estates H&S team to monitor the Supplier Partner in meeting their Health and Safety obligations and reporting when any commensurate corrective action is necessary.