EMEAR Technical Facilities Manager
EMEAR Technical Facilities Manager
• LOCATION: Feltham, England, United Kingdom
• AREA OF INTEREST: Facilities
• JOB TYPE: Professional
• JOB ID: 1217539
Reports to Director of WPR EMEAR
Workplace Resources (WPR) are looking for a dynamic Facility Management Technical Services lead for the EMEAR region. Responsible for execution excellence and delivery of hard services delivered through outsourced Service Providers. This person is responsible for the contractual execution against KPIs and SLAs with a primary focus on executing corporate process standards and continuous quality improvement towards achieving consistency and "best in class" within the delivery model. The Service Delivery Manager (SDM) is focused on their particular Theatre, carrying out the process and transformation elements as prescribed by the Global Centre of Excellence FM. Their primary goal is flawless operational excellence for FM Hard Services and relationships with their outsourced counterparts.
The Business Entity
Workplace Resources (WPR) provisions and maintains Cisco’s corporate real estate and facilities portfolio, housing over 85,000 employees and contractors in 93 countries. WPR differentiates the portfolio with the deployment of Cisco technology and enables productivity through the delivery of comprehensive employee services.
WPR Delivery team provide local focus and relevance in various geographic regions including all real estate transactions, capital investment program management and facility maintenance, operation and protection .We partner with suppliers to ensure quality, innovation and scalability with Cisco's business and utilize customer driven feedback to continuously improve and exceed client and employee expectations.
Role & Responsibilities
Owns driving process and management of hard services in theatre. Solves highly-complex problems and is able to identify viable and innovative options, and uses analytical skills and judgment to recommend an appropriate solution. Translates strategy into clear operating plans that promote operational excellence in service delivery with measureable results benchmarked against the industry. Sets goals and initiatives for facilities management program delivery, and develops metrics for tracking performance, and the meeting of milestones. Collaboratively works across cultures and boundaries with customers, partners and peer groups
Leverages expertise in Facility Management Hard Services to identify areas of risk or concern.
Level & Nature of Interactions:
Collaborates daily with theatre based peers, global Facility Management service owners and service provider teams within services owned. Typically interacts with high-level Individual Contributors, Managers, and serves as a key contact point with internal and service provider leadership. Serves as a key program member and leads/manages multiple activities requiring cross-team collaboration and external collaboration
Decisions impact the quality, efficiency and effectiveness of the theatre based service and related offerings; contributions regularly result in business or process improvements.
Participates in the analysis of operational processes, assists in establishing escalation procedures, and assists in overseeing training needs assessments to identify opportunities for service delivery improvements
Begins to take on overseeing schedules and budgets to ensure goal attainment. Assists in managing the successful implementation and on-going functionality of Service delivery systems, tools and processes within the theater. Participates in and leads theater based projects related to Service Delivery process improvements. Has advanced command of FM Service Delivery & Hard Services concepts with the ability to explain these concepts effectively to management or cross-functional teams. Communicates difficult concepts and negotiates with others to adopt a different point of view. Provides guidance, direction, and instruction on Service Delivery tasks to less-experienced team members, colleagues and service providers.
Minimum Qualifications Knowledge:
Requires knowledge of best practices in facility management discipline and familiarity with the broader underlying concepts of related business disciplines. Works to improve technology, tools and processes that support work conducted by the job family; plays a growing part in promoting/developing improvements to functional tools and processes. Advanced knowledge of project/program management methodologies
In depth understanding of facility management industry practices, evolution and application to service ownership processes.
Technical: Deep technical knowledge of infrastructure and asset management and create investment strategies to minimize business impact while ensuring cost effective maintenance and repair solutions in partnership with Service Provider.
Analytical: Leads others to solve complex problems; uses sophisticated analytical thought to exercise judgment and identify appropriate solutions; service and support/solution skills. Soft: Explains difficult or sensitive information and works to build consensus and is building a skill set to persuade others; solid and developing project management skills; strong ability to communicate and drive improvement across cross-functional teams to improve operations metrics and customer satisfaction; advanced planning, analytics, decision making, influencing, and negotiating skills.
Advanced understanding of key FM Service Delivery concepts with the ability to explain this effectively to management or cross functional teams and provide training. Advanced understanding of Cisco’s business objectives in theatre and the respective impact on customer processes and deliverables. Broad knowledge and experience in facilities management at both the strategic/tactical level. Experience in process mapping, optimization, lean, six sigma, etc., and the development/deployment of associated tools. Thorough operational and contract management experience primarily in FM facility management hard services. Experience in managing outsourced service providers and consultants. Practical knowledge of hard services, facilities management, maintenance operations and services and risk management and capable of changing them to meet new evolving needs. Extensive experience with data driven decisions and process excellence
Extensive facility management business acumen. Competent in financial analysis, budget management and modelling, large scale asset capital planning and feasibility studies. Ability to analyze and solve complex problems and generate multi-dimensional solutions. Understanding of Cisco’s Corporate Strategy, culture, and leadership’s needs
Education and Experience:
Bachelors degree with a technical/engineering bias, plus 10 years of facility management and related industry experience
Professional membership in IFMA, CoreNet, BIFM, CIBSE or similar.
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