Technical Services Delivery Manager (Deputy Head of FM)

LOCATION TYPE: HMP Millsike

REPORTS TO: Head of FM

DIRECT REPORTS: Departmental Supervisors - Mechanical, Electrical, General and Soft Services, Waste Manager.

OBJECTIVES:

• To support the Head of FM in delivering operational management of Facilities Management Delivery across the Prison, ensuring consistently high standards of service delivery, compliance, and customer satisfaction.
• To deliver innovation, continuous improvement, and best practice in FM service operations, in collaboration with the Mitie Centres of Excellence and other relevant stakeholders.
• To oversee the performance and development of service delivery teams, ensuring effective resource management and adherence to budgetary constraints.
• To deliver Hard Services requirements aligned to statutory, contractual and SFG20 maintenance standards.
• To deputise for the Head of FM as requested.

RESPONSIBILITIES:

• Provide strong leadership and governance for the delivery of Hard and Soft services. Oversee the delivery of mechanical, electrical, life safety, security, specialist and water system maintenance.
• Manage PPM generation, completion, reporting, trend analysis whilst implementing robust change control processes.
• Develop a maintenance and repair strategy to optimise the life of HMP Millsike assets with sustainability at the heart aligned to ISO5001.
• Provide oversight, governance and input into the asset forward maintenance plan, build and maintain strong relationships with key stakeholders, including the Client, Internal, and supply chain partners.
• Provide leadership, direction, and support to service delivery teams, fostering a culture of high performance, collaboration, and continuous improvement across the Site.
• Ensure contract requirements and CDIs are consistently met, and that service delivery exceeds expectations.
• Develop, implement, and monitor service delivery plans, policies, and procedures across the region, aligning with the Client's property strategies and objectives.
• Proactively identify and implement service improvements, cost efficiencies, and innovative solutions to enhance service delivery and customer experience.
• Collaborate with Strategic Partners in providing FM spaces for Prisoners to work alongside and support both the FM delivery and their rehabilitation and preparedness for release.
• Monitor and analyse service response times, customer feedback, and other performance data to identify trends and areas for improvement.
• Manage the financial requirements and monitor performance against set budgets, ensuring cost-effective service delivery.
• Effectively resource the team and take a proactive approach through business forecasting.
• Is the operational focal point for any escalated service issues, responsible for resolving them promptly and professionally to ensure minimal disruption to the Client's operations.
• Participate in and proactively engage in audits and inspections, ensuring compliance with all requirements and implementing corrective actions as needed.
• Work closely with the Head of Sustainability and the Prison Senior Leadership Team for a joined up approach to the safe, decent and secure prison.
• Adhere to security procedures and protocols relevant to the specific prison or probation setting.
• Be vigilant and report any suspicious activity or security concerns to the appropriate authorities.

COMPETENCIES:

• Experience of TFM delivery in a prison environment preferred.
• Working knowledge of CAFM systems and PPM plan/delivery.
• Experienced in building services maintenance, via apprenticeship or equivalent training; the Candidate must hold an appropriate Engineering qualification.
• Must possess a Health & Safety qualification, such as