Senior FM Service Delivery Manager

The FM Network
London (Greater)
10 Jan 2018
09 Feb 2018
Contract Type
Full Time
Job Title: Senior FM Service Delivery Manager
Location: London


• Member of a Supply Chain related professional body (e.g. MCIPS/BIFM)

Experience of managing a multi-service, multi-site, Facilities Management contract within the Greater London area

Experience and Skills:

• Proven history of delivering projects to budget/time, and delivering measurable and sustainable savings across multiple Facilities Management categories in a complex real estate environment.
• Proven experience in the negotiation & management of external contracts.
• Previous experience of managing an operational facilities supply chain function
• Proven success in driving value for money and quality improvements through the supply chain with strong Hard and Soft FM expertise
• Strong stakeholder management and engagement skills with the ability to communicate at all levels of an organisation, delivered through a client facing role.
• An effective time manager with the ability to multi-task.
• Strong business operational and commercial contract focus.
• Team player, able to work on own initiative and manage a procurement team
• Full security clearance, or be in a position to obtain security clearance
• Approachable individual with a professional manner
• Methodical in approach to tasks
• Self-motivated
• PC literate with PowerPoint, Excel and Word skills (SAP and SharePoint would be advantageous)

3. Core Responsibilities and Duties

The Senior Contract Supply Chain Manager will be the lead Contract Supply Chain Subject Matter Expert (SME) within a client facing environment. Reporting in to this position will be a number of Contract Supply Chain Managers who will be allocated functional groups, including Hard FM, Soft FM, Security and Waste.

The role is responsible to the Account Manager for:
• Managing suppliers in a fair, visible and transparent way to maintain and enhance the reputation of the business
• Managing the supplier contracts incorporating appropriate performance metrics ensuring best value from the supply chain.
• Regular monitoring of supplier performance against the applicable benchmarked criteria and KPIs
• Working with suppliers to identify actions to address areas of poor performance, ensuring actions are logged on to SharePoint and monitoring their effective implementation
• Review and acceptance of supplier Performance Rectification Plans
• Providing training and awareness sessions on required SLAs and KPIs
• Identify positive / negative trends in performance and continuous improvement opportunities to reduce cost, improve quality and performance and take proactive corrective action where necessary
• Manage relationships with their suppliers in line with the Relationship Management Plan and Supplier Performance Management Manual
• Continuously monitor performance through monitoring of data.
• Hold informal weekly meetings with the Supply Chain
• Hold formal monthly review meetings with Supply Chain
• Escalate critical underperformance to the Contract Director
• Managing contract change in liaison with commercial
• Managing contract disputes, withholding of payments, applying financial incentives and remedies
• Ensuring continuity of supply and managing Supply Chain risk in co-operation with the procurement function.
• Ensure that all of the FM Supply Chain are contractually compliant
• Address statutory compliance obligations and in particularly health & safety obligations to minimise the risk of failure
• Chair Supplier Governance Board to facilitate and achieve the aims of the Board
• Chair Supplier Performance Management Group to facilitate and achieve the aims of the Group
• To deputise for the Account Manager during absences

In addition to the above duties which will primarily be undertaken during full service delivery the following responsibilities will be required during the service development phase:
• Develop the written content and supporting documents for the Contract Management, Performance Management and Best Value & Benchmarking plans into solutions during the service development phase
• Ensure a seamless transition of the supply chain, managing the mobilisation of the new supply chain

• Leadership – sees the bigger picture/interpret strategy, leads by example, motivates others, makes decisions, initiates action, takes responsibility
• Communication and influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others
• People Management – fosters team/individual performance, achieves results, sets targets and reviews against them, leads, motivates and empowers others, deals with issues, coaches and encourages others
• Organisational skills – plans well in advance, sets clear objectives, manages time/delegates, reviews progress against plan, ensures sufficient resources, encourages improvements,
• Commercial and Financial awareness – effective financial management, maximises use of resources, identifies business opportunities
• Results orientation – satisfies internal/external customers, effective performance management, addresses cross functional issues and technical issues, knowledge of systems and processes
• Interpersonal skills – builds positive relationships, demonstrates emotionally stability, confident in own ability, approachable to all staff, shows respect and tolerance
• Values – lives and endorses the company values
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