Ensure all contract deliverables are met to support the development of long lasting client relationships through appropriate management of an output based integrated facilities management delivery model.
Understand the complex stakeholder map for the project and develop long lasting relationship
Represent client to navigate through various audits, inspections conducted by local bodies, insurance companies, bankers, investors etc.;
Establish, policies, management plans and procedures for each service under management;
Liaise with clients, staff and external consultants at all levels in matters relating to service delivery;
In conjunction with the client develop business continuity plans for numerous scenarios;
Manage and direct the operations of the business in accordance with Serco’s strategic plan, with an emphasis on standardisation of policies and procedures;
Manage the day-to-day operations of all elements of the Contract to meet all regulatory, business, strategic and Key Performance Indicators (KPI);
Prepare monthly reports and attend monthly leadership meetings;
Manage the collection, distribution and storage of information and reports;
Liaise with customer representatives on an appropriate and regular basis;
Ensure the timely and satisfactory management and resolution of complaints from customers and the grievances of employees, in accordance with Serco’s policies;
Management of subcontractors and suppliers.
Develop, monitor and review service delivery programs for the contract;
Recommend and administer improvement programs
Monitor the progress of accreditation and quality management systems and coordinate the standardisation of policies and procedures;
Monitoring of procedures and policies in order to recommend improvements;
Perform and carry out duties and respond to requests for assistance from the Senior Serco Management team;
Adapt to surge and ad-hoc service requirements as specified by the client within a timely and efficient manner.
People & Culture
Lead a project team, dealing with all aspects of people management including ensuring the highest engagement levels in line with the Serco strategy.
Provide direct line management for the technical services that report into the role, including but not limited to performance management and career planning of individuals;
Direct, assist, support and advise line managers, supervisors, coordinators, team leaders or leading hands, ensuring the implementation of changes necessary to meet evolving service delivery standards;
Set staffing levels in compliance with business specifications and monitor them, to enable the delivery of efficient and effective services;
Ensure that employees have the opportunity to participate in the development of the Serco Contract and the decision making process;
Review all training needs and report on a yearly basis;
Regularly meet with line managers, supervisors, coordinators, team leaders or leading hands to keep them informed of decisions affecting their areas of operation and to ensure a uniform application of Serco’s policies and delivery of services.
Serco is an international service company which supports governments, agencies and the private sector to improve their services, overcome challenges and achieve strategic goals. Around the world, Serco employs over 50,000 people who offer operational, management and consulting expertise in the aviation, defence, health, home affairs, government, technology, transport and commercial sectors. Serco has extensive experience in consulting, outsourcing and systems integration. We provide safe,