Operations Manager
- Management of operational functions across all service desks within a multi-discipline/multi-site operation.
- Deliver and implement operational strategy for the consistent performance of all service desk teams.
- Develop performance levels and markers within the service desk to meet current and future demands and/or contracts.
- Undertake regular analysis of service desk performance to identify areas for improvement in service desk operations and implement solutions to enhance efficiency and effectiveness.
- Ensure the provision of an exceptional customer focused and effective operational service desk in line with corporate objectives.
- Act as a point of escalation for complex issues and ensuring appropriate resolution.
- Develop robust reporting mechanisms across all workstreams.
- Monitor desk KPI's and SLA's to ensure service quality and compliance.
- Maintain an effective line of communication with account management teams, heads of department and senior team regarding performance & KPI's to ensure seamless service delivery.
- Manage the departmental budget to deliver excellent customer service whilst deploying the most cost-effective staffing solutions.
- Take an active role in the tender process for any new business, which places a demand on the service desk function.
- Develop internal supervisors & colleagues to create future leaders whilst creating a strong succession plan within the business.
- Develop and maintain effective working relationships will all internal/external stakeholders.
- The management, development and motivation of the service desk team including continual assessment via monitoring of job performance, where necessary. Facilitate the company disciplinary and/or grievance procedure in conjunction with the Human Resources Department.
- Maintain an effective line of communication with CBES & City Group IT management teams, heads of department and senior team regarding performance of CAFM & IT systems.
- A key stake holder in CBES CAFM and IT operational system performance and development for future growth. Proven experience in a similar service desk or operations management role.
- Proven ability to manage service desk teams within a multi-client environment at a senior level for a minimum of 5 years.
- Strong leadership and team management skills.
- Able to work to tight deadlines within a multi-contract environment.
- Good organisation skills, with an ability to stay focused on assigned tasks.
- Able to communicate effectively at all levels.
- Knowledge of facilities management principles and practices.
- Strong analytical and problem-solving skills.
- Experience of budget management and financial reporting.
- Proficient with all MS Office systems.
- Proficient with D365 and CAFM/MMS systems (e.g. Verisae/Service Channel), including implementing, launching and integration.
- Multi-contract & Discipline Operational Experience 5 Years+
- Full UK Driving Licence. At City Building Engineering Services we firmly believe in a collaborative approach to doing business. By working together with our clients we find and deliver constructive solutions to their particular needs and requirements in a cost effective and efficient way.Our teams of dedicated professionals are passionate about what they do. This has allowed our client base to steadily grow, whilst maintaining a high percentage of repeat business.Throughout our six regional offices we operate nationally with a comprehensive in-house resource allowing the delivery of all aspects of a construction and engineering project from procurement and design through to project management, installation and maintenance.We pride ourselves in being ahead of the curve in regards to innovations, particularly in regards to energy saving, where we have planned, designed and installed many cost and energy savings initiatives. CBES is a subsidiary of the .
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