EMEA Service Delivery Manager (Technical)

Workplace Resources (WPR) are looking for a dynamic Service Delivery Manager (Technical Services) for the EMEA region. Ideally suited to a Country or Regional FM or Project Manager looking to take the next step in their career.

WHAT YOU'LL DO

Govern an FM Contract which ensures all EMEA locations have a maintenance, life cycle management strategy and engineering plan for technical assets (HVAC, Building Management Systems, etc.).

You will partner with the worldwide team and local leaders to deploy existing Cisco policies and procedures using your industry expertise and knowledge, ensuring owned and leased workplaces are safe and functional.

Establish business relationships to better align current services today, and ensure complete support of the business units as they constantly evolve and innovate.

YOU WILL BE RESPONSIBLE FOR

• Contractual execution against existing critical metrics and SLAs.
• Strategic Asset Opex & CAPEX Investment Plans, including due diligence, developing multi-year programs, prioritizing work into projects, and presenting/aligning the plan for the project teams to deliver.
• Driving continuous improvements in service levels, operating costs, energy & sustainability, quality and safety.
• Monitoring and reporting on significant events impacting business operations.
• Budget & spend management, prioritizing needs, contract variations, work order & financial approvals.
• Owning business continuity plans associated to FM Hard Services.

COMPLEXITY OF JOB

• Solving complex problems and identifying viable and often innovative options, using analytical skills and judgement to recommend appropriate solutions.
• Translating strategy into clear operating plans that promote operational excellence in service delivery with measurable results.
• Applying expertise in Facility Management to identify areas of risk or concern.

INDIVIDUAL SKILLS

Broad technical knowledge of infrastructure and asset management, capable of building investment strategies to minimize business impact while ensuring cost-efficient maintenance and repair solutions in partnership with Service Providers.

Understanding of portfolio management, including acquisition and disposition, project/program management, design and construction, change management, and facilities management.

Ability to continuously change to meet evolving needs for both owned and leased properties.

Effective communication and leadership of cross-functional teams, delivering training and working virtually with EMEA-wide teams amidst change and reprioritisation.

WHO YOU'LL WORK WITH

Reports to the EMEA Workplace Services Leader.

The WPR Delivery team provides local focus and relevance in various geographic regions, including all real estate transactions, capital investment program management, and facility maintenance, operation, EHS, and procurement.

We partner with suppliers to ensure quality, innovation and scalability with Cisco's business and apply customer-driven feedback to continuously improve and exceed client and employee expectations.

WHO YOU ARE

An experienced professional, commercially aware, with broad technical knowledge and understanding of Facilities Service Delivery and Performance Management.

Partners with senior-level management to create and analyse business cases for technical projects, develops and obtains consensus for business requirements, and develops fully-integrated launch plans.

Experienced in leading Asset Management & Procurement strategies, translating these into clear operating plans.

Delivering against critical metrics and SLAs with a primary focus on driving corporate process standards.

Understanding FM Service Delivery concepts with the ability to explain them effectively to management or cross-functional teams.

Competent in financial analysis, budget management and modelling, large-scale asset capital planning and feasibility studies.

EXPERIENCE

Awareness of industry best-in-class Facilities Management Service Delivery and risk management, including BMS, HVAC, Asset Maintenance, etc., and critical infrastructure environments such as Network Labs and Data Centers.

KNOWLEDGEABLE IN THE FOLLOWING AREAS

• High-demand, revenue-dependent, 24x7 data centres and R&D Lab environments.
• Mechanical, Electrical, Plumbing and building systems.
• Lab and data centre design methodology.
• Building controls and building management systems.
• Environmental compliance programs and renewable energy management.
• Life cycle management, equipment cost & total cost of ownership.
• Financial management (including profit and loss, cost control and budgets).
• Managing services across multiple sites.

SKILLS

• Broad knowledge and experience in facilities management at both strategic and tactical levels, with the ability to translate this clearly.
• Deep knowledge of project/program management methodologies.
• Analyse multiple sources of complex information and evaluate several alternative solutions before confirming the path forward; service and support/solution skills.
• Explaining complicated information and optimally laying out pros and cons of alternatives.
• Financial analysis business fundamentals including present value and bringing value propositions.
• Understanding and contributing to business objectives and strategy and recognizing impact on both client and service provider deliverables.
• Providing leadership across functional areas and programs that touch strategic outsourcing and partner management.
• Excellent written and interpersonal communication skills in English.
• Ability to communicate to all levels of the organization.

EDUCATION

Bachelor's degree, plus 12 years of facility management and related proven experience.

Industry knowledge and involvement in CIBSE, IWFM, IFMA, CoreNet and/or similar organizations.

Health & Safety accreditation (NEBOSH, IOSH, or similar).