Facilities Management Service Delivery Manager- Level 3 - UK&I - AWS - Permanent - London/Regions

Reports to:

Head of Workplace Operations

Job Title:

Facilities Management Service Delivery Manager

Direct Reports:

Regional Receptionists, Senior Regional Receptionists

Location(s)

London Region, Midlands & South  Region, Scotland & North Region

Onsite in London 3 days a week

OVERVIEW OF ROLE:

AWS is responsible for a number of key service teams that supports the business; this includes Operations, Workplace, Executive Secretarial, BSC and Creative Services.

The Regional Service Delivery Manager(s) is responsible for supporting the AWS Senior Management team in the effective management of EY’s outsourced Workplace Services delivery across its offices in UK and Ireland with potential to extend to Channel Islands and Isle of Man, however, these may change from time to time. 
 

MAIN JOB RESPONSIBILITIES:

This position's primary responsibilities are to ensure outsourced Workplace Services delivery supporting EY’s buildings operates within the contractual agreement through robust supplier management audit processes and supporting in maintaining ISO 27001, 14001 & 9001 certification. 

Secondary responsibilities include managing regional Front of House (FoH) services, supplier management, key stakeholder management, landlord liaison and ensuring Real Estate (RES) project interface is maintained. Some regional variances may apply.

Working within the senior management team, the position contributes to the development and implementation of organisational strategies, policies, and practices.
 

Responsibilities

• Line manage regional senior FoH receptionists ensuring Front of House services  fully integrate with a seamless Workplace Services delivery (Regional SDMs only)
• Manage supply chain partners to support the agreed strategy, innovate, work to financial and qualitative standards 
• Arrange and attend key EY stakeholder meetings 
• Support the RES and Regional Operations team(s) in development and delivery of any capital or revenue projects 
• Attend tenants’ meetings and ensure lease arrangements are undertaken 
• Be the Workplace Services delivery expert for AWS Team responsible for ensuring optimum service delivery through a number of auditing, tracking, and reporting methodologies
• Ensure Sharepoint information on offices is monitored and accurate.
• Support delivering Counselling Family sessions across AWS 
• Own, develop, maintain and improve the operational Audit systems, processes and policies in support of Workplace Services delivery 
• Fully support the implementation and ongoing requirements of EY's ISO standards
• Ensure all areas of Workplace are compliant with relevant policies and procedures, and where appropriate, actively contribute to continuous improvement programmes

Financial Management

• Liaise with Head of Workplace Operations, Head of Workplace Experience and Finance regarding development of budgets
• Manage the accounts payable process for areas under their control; Workplace Services and any related project spend
• Support Finance requests when completing returns for Firms insurance policies 

Organisational Effectiveness

• Ensure effective metrics are in place to enable accurate analysis and reporting on all Workplace Services thus enabling a proactive continuous improvement programme
• Drive initiatives in the management team that contribute to long-term operational excellence

Relationship Management

• Develop & maintain strong business relationships both internally and externally with the ultimate aims of ensuring business alignment and extracting maximum value for the benefit of all stakeholders and ultimately the firm
• Participate in regional and global initiatives and develop a network of contacts (both internally and externally) to ensure best practice and market initiatives associated with Workplace Services are continuously brought to the attention of Senior Management

Quality, Environment, Safety and Health 

• Monitor and report on compliance to all applicable legal and statutory standards relating to Workplace Services
• Ensure that Workplace Services take account of best practice in environment and sustainability issues, and comply with legislative requirements applicable to the service
• Ensure compliance with relevant legislation and safe systems of work for all day to day Workplace Services and Project activity
• Monitor any relevant environmental initiatives 

Business Continuity Planning

• Support as required in the planning, updating, implementation and recovery phase of the AWS element of the firm's Business Continuity Plan; this may include liaising with all AWS contractors and sub-contractors involved in the provision of the services to EY across the firm’s Sub Area property portfolio

GENERAL RESPONSIBILITIES:

• Undertake cross discipline audits to ensure full compliance 
• Act as a key interface between the Firm and third-party suppliers 
• Fully support the implementation and ongoing requirements of EY's ISO standards
• Ensure all areas of AWS are compliant with relevant policies and procedures, and where appropriate, actively contribute to continuous improvement programmes. Chair (or participate) in team, supplier and client meetings as appropriate
• Ensure best practice and external knowledge is maintained and shared with key stakeholders.  Apply best practice techniques as appropriate
• Support Head of Workplace Operations in ensuring that all AWS operations support the Firms Corporate Social Responsibility policy including Environmental monitoring, management of utilities, elimination/reduction/recycling initiatives and reporting

KEY ATTRIBUTES:

• Self-starter
• Strategic thinker with an analytical mind
• Ability to operate calmly under pressure and manage competing priorities
• Strong customer focus
• Strong influencing skills
• Strong personal awareness and credibility
• Strong communication skills (oral/written)
• Strong relationship management skills
• Strong project management skills with the ability to influence and motivate multi-disciplinary teams.
• Appreciation of business administration and financial planning & budgeting
• Strong negotiation skills and commercially astute
• Understanding of continuous improvement methodologies
• Enthusiastic, committed and determined
• IT literate
• Team player
• Sense of humour
• Eye for detail

GENERAL EXPERIENCE:

• Relevant technical qualifications / industry experience managing Workplace Services for a large partnership or financial institution of comparable size and complexity and within a regional and/or global environment  
• Good track record in all areas of Technical Services management including for example, preventative maintenance programmes, condition surveys, life cycle planning, Quality, Environmental, Safety and Health, managing programmes to time, budget and quality
• ISO Internal Auditor experience
• Professional Membership:  BIFM and / or Relevant qualification
• Budget Planning & Management: Experience essential for preparing, reforecasting and reporting performance against capital and operating expense budgets
• Statutory Compliance:  Good understanding of statutory compliance (e.g., Health & Safety) and current legislation. Auditing processes and procedures, IOSH General Certificate or equivalent