Support Services Manager (1017)

  • Category:
    Facilities Management
  • Region:
  • Location:
  • Type:
    Part Time

At BAM FM customer service is at the heart of what we do.

BAM FM are recruiting a Support Services Manager to join the tam in Glasgow.The Support Services Manager is required to manage and co-ordinate the end to end management of the Help Desk function ensuring that full and effective support is provided to the operational teams in line with contractual requirements.

About the role

This role will work in collaboration with the Operational, Commercial and Business Development teams to ensure all current and prospective Clients requirement are met.The Helpdesk is the primary interface with the Client, suppliers and their teams with the key objective of ensuring excellent customer service delivery at all times. Allocating appropriate resources and procurement of subcontractor products and services in a cost effective, timely and safe manner, in compliance with BAM FM policy and procedures, in order to efficiently fulfil Client requests. Maintaining and developing the CAFM system to deliver accurate operational and financial data in order to establish commercial and legislative performance.

• Management and development of the Helpdesk team to successfully achieve company, team and individual goals and objectives to achieve and exceed the contractual requirements of Clients.
• Keep staff actively engaged and involved via regular team meetings, setting clear objectives and regular 1-2-1’s actively managing performance and developing skills.
• Create and maintain effective individual and team working relationships with the Helpdesk team, Operational, Commercial and Business Development management teams as well as the Client, Subcontractors and their representatives.
• Manage the recruitment and allocation of resources to ensure all SLA’s and KPI’s are adhered to.

• Manage and improve the workflow process from call receipt to financial closure.
• Promote and manage excellent relationships with the client / customer which are measured, maintained and improved.
• Produce, monitor and analyse all statistics/reports, promptly and proactively addressing any failures.
• Analyse data and produce meaningful business information/performance reports to enable Client and management team to make informed business decisions.
• Develop recommendations for new improved ways of working based on data analysis.
• Contribute to the financial performance by bringing potential efficiency savings through reduced costs and or improved productivity.
• Liaise with the Business Development and Operational management teams to clearly understand sales and operational opportunities and their impact on resources.
• Support the Operational and Contract management team to effectively manage Client and Sub-contractor relationships.

• Management of service delivery in accordance with contract specification, using best practice commercial and industry practices.
• Ensure KPI, SLA and Performance Standards requirements are met.
• Procurement of goods and subcontractor services in compliance with BAM FM Procurement policy.
• Manage and deliver all mechanical and electrical services to Clients, to ensure that they comply with current legislation and to be responsible for the statutory testing, inspection and record keeping.
• Responsibility for the implementation of Health and Safety, quality, environmental system requirements ensuring compliance with all legislation and BAM FM policy and procedures.

Who are we looking for?
• Proven experience of managing a Helpdesk Team in a Facilities Management environment.
• Member of the British Institute of Facilities Management (BIFM)
• Experience of Health & Safety management (IOSH or NEBOSH desirable).
• Ability to communicate at all levels and a professional approach when liaising with Clients.
• Competent knowledge of IT packages.
• Strong commercial and financial acumen.
• Excellent organisational, presentation and interpersonal skills
• Excellent people management skills
• Ability to understand and work to the BAM values

What do we offer?
In addition to a competitive salary and benefits package, we provide continuing learning and development opportunities within a creative and considerate work environment.

If you share BAMs value of doing what you say you will, to the best of your ability, every time, we want to hear from you.

We are committed to developing a workforce that reflects the diversity of our customer base and the communities in which we operate. By 2020 we will have a visibly inclusive culture attracting the best talent to our diverse business by having an environment which enables everyone to fulfil their full potential.

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Kelvin House, Buchanan Gate Business Park , Stepps, Glasgow, UK, G33 6FB
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