Purpose of the Role
As a key member of our team, your primary responsibility will be to oversee and manage our Salesforce account. This will involve leading an on-site team of 9 technicians, a Maintenance Manager, a Planner, and a Project Manager. Additionally, you will be responsible for managing our annual budget.
Main Duties and Responsibilities
* Develop and implement strategic planning initiatives to identify primary department objectives for each year.
* Ensure sufficient structuring and resourcing of the technical workforce to provide high-quality service delivery.
* Collaborate with the Health and Safety department to ensure all work is carried out safely and in compliance with company policies.
* Develop and monitor department performance through key performance indicators (KPIs), trend analysis, and regular reviews.
* Establish and enforce team policies, procedures, and client relations standards.
* Promote a proactive and enthusiastic team culture that fosters inclusive, high-performance work environments.
* Develop and maintain standard operating procedures for various elements within the workstream functions.
* Mentor and develop team members to enhance talent and succession planning.
Key Responsibilities:
* Manage and optimize the use of our CAFM system (QFM) to streamline key aspects of our service delivery requirements.
* Devise and implement processes to ensure all sites and assets are accurately reflected in CAFM (QFM).
* Review and adjust mobile team workload scheduling to maximize efficiency.
* Ensure Apleona provides customer-focused service by promoting excellent teamwork and prioritizing customer needs.
* Manage financial aspects of the service desk role, including PO generation, invoicing, and supplier invoice processing.
* Maintain efficient archiving/filing systems for customer-related documents.
* Establish and manage quality measures and procedures to enable two-way communication, feedback, and continuous improvement.
* Manage cost control and review costs to reduce subcontractor costs while maximizing self-delivery.
Qualifications and Experience
* At least 4 years of experience in managing a technical team.
* Proven track record in overseeing detailed mechanical and electrical building services maintenance.
* Experience in implementing a Quality system for procedure management and documentation.
* Recognizable engineering qualification or significant relevant experience.
* Experience working in a similar environment where individuals are relied upon for their actions and decisions.
Person Specification
* Highly motivated and comfortable working in a fast-paced environment.
* Flexible attitude to work with a sharp focus on safety, service delivery, and quality.
* Good technical knowledge and ability to project manage and multitask.
* Strong oral and written communication skills, as well as customer service skills.
* Full, clean driving license and ability to cope well under pressure.
* Ability to exercise initiative and prioritize duties accordingly.
* Ability to work to a high standard against agreed timescales with limited supervision.