Job Purpose:
Reporting to the Country - Operations Performance Director, matrix reporting to the Group - Head of Technical Services, with direct collaboration key account leadership the Country - Head of Technical Products and Performance will be wholly accountable to ensure successful Technical services product(s) execution in accordance the business transformation requirements in country.
Key Responsibilities:
The individual will assume the lead role in supporting the Technical services operations (incl. Capital Project) delivery to all customer, he / she will ensure a OneISS IFS culture is developed and ensure ISS values and behaviors' are demonstrated at all times both internal to ISS and with the client interfaces
Support the on-account implementation of the Group Technical Services blueprint for target operating model, technology and maintenance strategies
- Share and guide operational knowledge to support the Key Account Technical leadership for continuous improvement
- Provide Technical Services optimization proposals / alternative work practices / best practice adoption.
The ISS Technical Services portfolio includes customer facing corporate headquarters, corporate offices, large manufacturing facilities, healthcare, pharmaceutical and various critical environments, retail, warehousing, etc and as such, this role requires a person with proven experience across the depth of building services assets.
The individual will work in close collaboration with the Global and Regional Key Account Director(s) so excellent communication and a OneISS ethos is essential.
He / she will be the Technical Services single point of contact for Technical Service in country and will be responsible for:
- Ensuring a high level of client satisfaction, establishing and supporting the service delivery teams delivering key global, regional and where required local initiatives as well as ensuring consistency in processes, systems and reporting
- Ensuring the efficient and consistent operation of all Technical Services activities to meet contractual obligations with respect to the property portfolio throughout the geographic portfolio of clients
- Driving the key account savings glide path and account plan with Technical Services specific objectives of cost savings, consistency and risk management.
- Financial Management
1. Support the development / execution and leadership to technicians and Engineers to site level Engineering budgets and forecasts in accordance with the ISS financial timetable.
ISS Classification - Restricted - Internal
2. Be responsible to support the achievement of the agreed financial targets to include revenue, expenses and aged debts targets.
3. Support the management of Technical Services net operating revenue and protect margin for the IFS business
4. Participate in the quarterly forecasting sessions
5. Support achieving the agreed Technical Services growth targets for the account
6. Look for opportunities to cross-sell services and work with other services lines to convert
- Operations
1. Support all key account leadership resources involved in the delivery of Technical Services. (E.g. recruitment, performance assessment, personal development, personal wellbeing etc. driving ISS standing as employer of choice.
2. Actively support the management of the professional development of all Technical Services personnel.
3. Support the preparation and implementation of Succession Planning for all Senior Technical Services key position across the country.
4. Support the implementation of Technical Services “Technology systems” supporting service delivery. Ensure effective and timely reporting from the systems.
5. Development and implement group playbooks, standard operating and maintenance procedures across all Technical Services operations,
6. Drive client specific initiatives such as savings targets, benchmarking and best practice, including EHS Risk Management
7. Source, transfer and implement best practices to the account from both Group and wider ISS Technical community global boards and forums
8. Drive regional consistency across the account e.g. in reporting, standard operating procedures, systems and HR practices.
9. Establish consistency in the monthly reporting across all geographies to the ISS reporting requirement.
- Client and Account Management
1. Act as the single point of contact for escalation of Technical services Product delivery issues and contact point for the appointed client stakeholder(s) in country
2. Be accountable to support technical services service delivery to meet the contractual obligations.
3. Manage relationships with key stakeholders in the Client’s organisation.
4. Support the development and implementation of the Technical Services account business plan(s) which meets the Client’s and ISS objectives for each account.
5. Develop and maintain a detailed understanding of all Client’s business and key factors influencing their requirement for our services.
6. Represent IFS in external networking forums and client functions
ISS Classification - Restricted - Internal
- Contract Management
1. Support the Key Account Technical Services leadership team to ensure the adherence to the client IFM Master Service Agreement and all Technical Services deliverables
2. Support the achievement of the critical / key performance indicators and service levels agreements and other associated measures as contracted.
3. Support, evaluate and as require audit the Account Technical Services change control process.
- Capital Project Management:
1. Lead capital project strategy/products and develop plan lin line with required outcomes.
2. Support to deliver project mitigate risks and issues.
3. Develop innovative and differentiated solutions.
Other Responsibilities
- Client Value
1. Develop strong relationships with key personnel in Client organization(s)
2. Demonstrate to the Customer – Group value and global best practice sharing
3. Ensure the customer satisfaction surveys are conducted and support co-ordination of client feedback follow-up program
- Health & Safety
Enforce a zero tolerance to unsafe working practices to target a goal zero accident rate
- Organic Growth
1. Assist in the development of the proposal and pricing / preparing presentation material for adding additional services to the client
2. Support the Programme delivery channel (internal & external members)
3. Support the projects and programmes work stream to ensure programmes are delivered to the Customer on time and within budget, identifying risks and issues where appropriate, together with identification of solutions to minimise risks and issues and future continuous improvement opportunities identified
4. Support pre and post project review meetings to ensure any issues have been identified and plans are in place to rectify
- Transition management
Support Account transition programmes and ensures Technical Services best practice and policy is adhered to.
- Compliance, Training & Accreditation
1. Support the effective and timely implementation of training plans to enhance and develop the skills of technicians and engineers to ensure they remain competent to carry out their assigned duties and reduce our reliance on sub suppliers.
2. Ensure Technical Services is 100% certified by the recognised external governing organisation where appropriate to do so
3. Ensure all Technical Services practices are continuously compliant with legal, statutory and contractual obligation and are being consistently executed across the Customer account in accordance with ISS practice and best in class requirements.
4. Senior leadership Team Responsibilities
5. Active collaborative participation in all Group / Country / Technical leadership / management meetings.
ISS is an Equal Opportunities Employer and encourages applications from all sections of the community.
KEY COMPETENCIES:
Qualifications:
- Minimum 15 years practioner experience of Technical Services in a building services environment - preferably in integrated facilities management within Financial Services, Manufacturing and Industry or healthcare
- Minimum 10 years’ experience in Senior leadership position
- Bachelor or Masters Degree or equivalent in Industrial/Electrical/Mechanical Engineering or equivalent (In this section we include country specific qualifications)
- In-country Charetered/Registered/Licensed Engineer. (In this section we include country specific licenses)
- Proven self-starter that consistently delivers to outcome specifications
- Proven experience of operating in a similar role and environment.
Skills:
- Excellent interpersonal and leadership skills
- Ability to work in team environment
- Excellent communication skills – written and spoken
- Skilled in commercial aspects of engineering contracts.
- Excellent communication skills – both verbal and written
- Proven Project methodology approach
- Excellent attention to detail
- Ability to develop processes and procedures
- Analytical skills / Systematic approach
- Practical working knowledge of best practice tools and techniques.
-Practical experience in Hard Services contract delivery.
-Leadership
1. People Management
2. Planning & Organising
3. Influence & Persuasiveness
4. Customer Focus
ISS Classification - Restricted - Internal
- Professional
1. Specialist Knowledge
2. Problem Solving/Decision Making/Analysis
3. Communication
- Entrepreneurial
1. Commercial Awareness
2. Sales / Business development
3. Creativity & Innovation
4. Action Orientation
- Personal
1. Interpersonal Sensitivity
2. Capacity for Change
3. Personal Motivation