Technical Services Manager - Highcross Leicester in Melrose

Purpose of the Role
The purpose of the Technical Services Manager role is to provide technical expertise and inspirational leadership for all centre based technical requirements including reactive maintenance; planned maintenance; energy management and the life cycle maintenance programme for the centre. The Technical Services Manager will be the site lead for Retail Delivery and Health and Safety Compliance, ensuring that the Centre, and all contractors working within the Scheme remain compliant with all statutory legislation and Centre policies and procedures.

Key Responsibilities
Reporting to the Head of Operations with strong links to the Client, Savills and Senior Management at the centre and all departments and stakeholders within Highcross. To deliver key strategic objectives to ensure that the centre remains at peak operational performance across all hard services. In addition, you will set performance targets across technical aspects including compliance and energy management, monitor and analysing results to achieve targets to drive operational improvement, always ensuring first class relationships and the delivery of exceptional customer service levels. Manage external audits and ensure remedial actions identified are completed in agreed timeframes. The technical services management role is responsible for legal compliance associated with building services systems at the centre. The role includes line management of the Technical Services team. Line management responsibilities include staff welfare and development. Completing regular performance reviews and identifying those with potential to develop further in the business. Ensure succession planning and PDPs are in place. Fully manage business operational technology e.g., Building Management (BMS) and Computer Aided Facilities Management systems (CAFM) and ensure they are updated and operationally efficient. Carry out assurance checks via a formal PPM and communicate findings and remedial actions with the team, via monthly meetings with associated service partners and undertake monthly KPI scoring. Manage the preparation and updating of maintenance records including asset register, operating and maintenance manuals and record drawings via the electronic document storage system and Computer Aided Facilities Management system (CAFM). Ensure effective operational communication including meetings, handovers, and reporting. Build and maintain effective working relationships with employees throughout the centre, occupiers, contractors, key contacts in the local community and key emergency services and be available and attend site as necessary in the event of any emergency work or call outs.

The Client
Work closely with the Client and their representatives and consultants. Facilitate access and provide asset information as required. Support their visits providing technical knowledge of the centre and location information for assets. Assist in the development of short term and long-term strategies for life cycle replacement. Review the impact of plant selection on Environmental Social Governance (ESG) and Sustainability towards net zero carbon and be proactive in proposing energy saving initiatives and associated feasibility studies. Monitor monthly utilities consumption, generating reports with commentary on variances against budget.

Finance
Develop and manage the Technical Services department budgets and expenditure, ensuring correct costs are attributed to the service charge and car parks, delivering these in line with the Business Plan and allocated sums.

Property Management & Asset Management
As the site lead for all large projects, you will work closely with Savills Property Management, Asset Management teams and their building surveyors to oversee all projects and provide technical support where required. Support the client with all retail delivery projects, ensuring standards of quality are met and centre processes and procedures adhered to. Project management to include design, scope, communication, time and risk to close out representing Highcross in all project meetings as required. Manage the onsite retail delivery process for all incoming occupiers, ensuring the correct processes and procedures are followed.

M&E
Manage the maintenance and repair of the building and services, fabric, plant machinery, equipment and peripheral areas of the scheme. Make recommendations to ensure optimum efficiency through regular reviews of key performance indicators. Ensure regular inspections of the building, services and equipment are undertaken to determine the safety, optimum frequency for planned and periodic maintenance with indication of faults and provision of costs for budgetary purposes. Responsible for managing the procurement and control of all parts and materials used by the Technical Services team. Assist occupiers in the event of an emergency breakdown or malfunction which affects the safety of other retailers, the shopping centre and customers.

Sub Contractors
General maintenance of the centre is outsourced via a service partnership. You will lead and motivate the centre-based M&E team through the incumbent sub-contractor Maintenance Manager. You will be an excellent communicator, setting clear expectations, a confident decision maker and an approachable people manager with a good all-round knowledge of employee relations. Produce sub-contractor performance reports where required.

Landlords Sub-Contractors
Have experience of tender processes and engaging with contractors through a sub-contract for services. When appointed, proactively developing good working relationships with sub-contractor partnerships and routinely reviewing their performance against contractual KPI’s to deliver value for money. Manage their access to property requests to ensure they comply with the centres policies and procedures.

Retailer Sub Contractors
Manage their access to property requests to ensure they comply with the centres policies and procedures.

Environmental services
Ensure that the elements of the building services distribution systems serving the waste management and cleaning functions of the building are always maintained and available. E.g power and hot and cold-water supplies to cleaning equipment and machinery, heating/cooling, and ventilation systems to cleaning workshops and offices.

Security
Ensure that the elements of the building services distribution systems serving the security areas of the building are always maintained and available. Power and lighting to equipment such as radio charging CCTV servers, Car Parking, Fire alarm & secure access systems.

Commercialisation and Events
Work closely with commercialisation to support mall retailing opportunities within the centre. Providing support to mall retailer activities to ensure correct documentation has been provided and reviewed, suitable landlords services are provided and any agreed landlord kiosk equipment is provided on time to allow them to trade on agreed dates. Supporting the marketing team with all technical elements of event planning to ensure all events are safe.

Health and Safety
Ensure that all activities comply with relevant legislation e.g., Fire Regularity Reform Act, Health & Safety at Work Act, Data Protection Act etc. Lead in the management of the health and safety management system, complying with all policies and procedures. Support the Landlord with all technical queries associated with any landlord’s due diligence audits. Provide support relating to legal compliance associated with all Building Services Systems.

Compliance
Manage all Centre audits, including those arranged by the Property Management Company (Savills) and manage outcomes from the audits within agreed timescales. Review and manage the accuracy of asset information, the Planned Preventative Maintenance Plan and reactive works on the CAFM system. Effectively manage the site CAFM system, ensuring effective planning and compliance, optimizing the operational performance of the Centre. Review the statutory compliance levels on the Compliance portal and address any non-compliance promptly.

Additional Responsibilities
Attend any training and development courses as necessary. Adhere to all company policies and procedures. Undertake any other reasonable duties as required to meet the needs of the Centre. Act as Duty Manager on a rota’d basis, including weekends.

Skills, Knowledge And Experience
ONC / HNC Engineering Qualification or equivalent NEBOSH National General Certificate in Occupational Health and Safety. Asbestos Awareness Legionella Awareness Proven experience in a Technical Management role including direct management of maintenance and the preparation of contracts with contractors.

Working Hours - 40hrs per week 5 out of 7 days including early / late shifts, weekends and bank holidays
Salary - £50k - £60k

Please see our Benefits Booklet for more information.