Senior Facilities Manager - Retail

In this role, you will deliver a 5-star experience to colleagues by managing soft and hard services for a high-profile customer, utilising the supply chain and Mitie's self-delivery team. You will conduct weekly walkarounds at Richemont HQ and Maison's, report any issues to the helpdesk and ensure contract-specific KPIs are consistently met with timely customer communications. Supporting Mitie's and the clients' core vision and values, you will identify performance improvement opportunities and ensure a seamless customer journey. Reporting daily challenges to the Account Director, you will develop strong client and customer relationships, maintain key communications with other managers, adhere to Health, Safety and Quality procedures, attend mandatory management training and ensure standardised procedures and consistent record-keeping across your site.

Main Responsibilities:

• To drive a One Team approach for all technical and non-technical activities.
• Responsible for ensuring all site audits are completed and actions carried out in a timely manner.
• Oversee and direct all service lines activity for designated office(s)/boutiques in line with contractual deliverables.
• Manage and control the delivery of multiple service lines, including engineering, cleaning, security, front of house etc.
• Take a pro-active role in engaging with Richemont Maison managers to ensure they are satisfied with service delivery.
• Proactively manage Client relationships, monitoring and documenting of SOPS and driving increased customer engagement through the implementation of continuous improvement initiatives.
• Always follow the MITIE Group policies and procedures in relation to health and safety ensuring apparent deficiencies in systems of work, equipment provided, or training are reported to your Line Manager.
• Attend and fully participate in training and appraisal activities as required.
• Arrange regular Team meetings and provide support and direction to successfully deliver vision.
• Complete Training Matrix for the Team within your portfolio.
• Standardise all policies and procedures in accordance with everyone on the account.
• Liaise with all relevant parties on accident investigations and ensure any actions are fully completed.
• Carry out any other reasonable duties requested by your Line Manager or the Client.
• Complete monthly reporting slides and information for client report.
• Make recommendations to deliver an enhanced operation / additional services / efficiencies.
• Daily monitoring of the CAFM system and WO performance data & analytics. Identifies any issues to SLA adherence early and mitigates with support from the account senior leadership team and wider Mitie.
• Apply an account management toolkit (e.g. site risk register, inspection checklist, walkarounds, morning huddles etc) and general best practice to ensure that site risks and opportunities are identified and that the delivery personnel work as “One Team” aligned to a common goal and purpose.

What we're looking for:

• Extensive experience in General Management, with seniority being desirable.
• Strong exposure of Facilities Management.
• Having achieved relevant qualifications, IOSH, NEBOSH or equivalent.
• Good knowledge of maintenance or technical understandings.
• Strong interpersonal skills to liaise with the client, management and internal/external contractors.
• Driven, confident and motivated character to join a passionate dynamic team.
• Competent with being on call during weekends.

Person specification:

• Must demonstrate very strong client and customer engagement skills.
• Must evidence experience of driving a “One Team” ethos, to benefit the customer experience as well as offer operational efficiencies.
• P&L and/or site budget and cost management experience.
• Strong internal Mitie network preferable.
• Experience of delivering operational Facilities Management service excellence within a large high profile office environment (or similar).
• Strong knowledge of FM operations, H&S and statutory compliance requirements.
• Proven stakeholder management capability with experience of positively managing relationships with client stakeholders.
• Experience of managing diverse teams, both culturally and from a skill set perspective.
• Excellent partnering and collaborative working, as well as the ability to work on own initiative and to drive improvement and change as necessary.
• Excellent verbal and written communication skills.
• Confident, adaptable with a desire to problem solve.
• Proven ability to multi-task and enjoy multiple challenges.
• Strong influencing skills and personal resilience.
• Experience of both hard and soft services.
• Experience of delivering KPIs and working within SLAs.
• Passion for continuous improvement, customer excellence and people engagement.
• IOSH qualification preferred.