Technical service Manager

Core Hours: Monday - Friday 8:00am - 5:00pm (3 days site visits, 2 days office-based)

Reporting To: National Account Director

JLL Workplace Management is seeking a Technical Service Manager to oversee service delivery and technical operations across our Banking Hub portfolio. This role involves traveling to different Banking Hub locations 3 days per week to manage service providers, coordinate maintenance activities, and ensure operational excellence, with 2 days per week dedicated to service planning, vendor management, and performance analysis from a home/office base.

Main Duties & Responsibilities

• Site-Based Activities (3 days per week)

• Oversee and coordinate all service delivery activities across assigned Banking Hub locations, ensuring compliance with service level agreements and operational requirements.
• Manage relationships with multiple service providers including mechanical, electrical, cleaning, security, and specialist banking equipment contractors.
• Conduct service performance reviews and quality assessments, addressing any service failures or performance issues immediately.
• Coordinate planned preventative maintenance schedules ensuring minimal disruption to banking operations and adherence to regulatory requirements.
• Oversee emergency response procedures and coordinate urgent repair activities, maintaining 24/7 service availability for critical banking infrastructure.
• Manage service provider access and ensure all contractors meet banking security clearance and compliance requirements.
• Coordinate specialist services including UPS maintenance, generator testing, critical power system servicing, and server room environmental management.
• Supervise security system maintenance including CCTV servicing, access control updates, and physical security measures.
• Oversee fire safety system maintenance and ensure compliance with fire detection and suppression system requirements.
• Manage building services maintenance including water system compliance, lift servicing, emergency lighting testing, and HVAC optimization.
• Utilize mobile technology and CAFM systems to track service delivery, manage work orders, and capture service performance data.
• Conduct post-maintenance quality checks and sign-off procedures to ensure work completion meets required standards.
• Coordinate sustainability initiatives and energy efficiency improvements across the portfolio.

• Develop and manage comprehensive service delivery plans and maintenance schedules based on operational requirements.
• Prepare detailed service performance reports including KPI analysis, cost management, and continuous improvement recommendations.
• Manage vendor relationships including contract negotiations, performance reviews, and commercial discussions.
• Coordinate with Contract Delivery Managers and senior management regarding service delivery outcomes and strategic improvements.
• Prepare client reports and compliance documentation demonstrating service excellence and regulatory adherence.
• Analyze service delivery data and costs to identify optimization opportunities and efficiency improvements.
• Review and analyze performance trends across multiple Banking Hub locations to drive standardization and best practice.
• Prepare monthly and quarterly service performance reports for senior management and client stakeholders.
• Coordinate strategic planning for major maintenance projects and capital improvements.
• Maintain comprehensive service records and documentation for audit, compliance, and contract management purposes.

Qualifications

• Mechanical or Electrical engineering background with relevant qualifications (HNC/HND or equivalent professional qualification).
• Understanding of building services management including electrical, mechanical, HVAC, and critical infrastructure systems.
• Minimum 5 years' experience managing technical services or maintenance operations in commercial environments.
• Proven experience coordinating multiple service providers and managing service level agreements.
• Experience with critical infrastructure preferably in regulated environments such as financial services.
• Strong vendor management and contract administration experience.
• Excellent communication and stakeholder management skills with ability to work with senior management and external clients.
• Proficiency with CAFM systems, mobile technology, and service management platforms.
• Strong analytical skills with ability to interpret service data and drive performance improvements.
• Full UK driving licence with commitment to regular travel across Banking Hub locations.
• Computer literacy including Microsoft Office suite and service management applications.

Desirable Qualifications

• Project management qualification (PRINCE2 or equivalent).
• Commercial awareness and contract management experience.
• IOSH Working Safely or equivalent health and safety qualification.
• Asbestos awareness certification.
• Water risk assessment (L8) knowledge.
• CSCS Card or equivalent.
• Budget management and cost control experience.

Key Service Management Focus Areas

• Service provider coordination and management.
• Preventative maintenance program oversight.
• Critical infrastructure service delivery.
• Emergency response and business continuity.
• Compliance and regulatory management.
• Cost optimization and budget control.
• Performance monitoring and continuous improvement.
• Client relationship management and reporting.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. This is an excellent opportunity to join JLL Workplace Management's Banking Hub team, leading technical service delivery across financial facilities while developing expertise in service management, vendor coordination, and operational excellence within the banking sector.