Job Description

Role Title: Technical Operations Manager


Location: London


Role Purpose:


The purpose of this role is to provide high quality/compliant Account Management, supporting multiple accounts (as and when required), during bid/tender process, mobilizations and/or transitions. To create and implement strategic account plans, driving customer experience, performance, profitability, and growth on associated accounts.


The Operations Manager will be responsible for supporting sector specific business development, to deliver efficient and effective service provision, in line with agreed budgets and service specifications. Moreover, he/she will monitor and report on the quality and financial performance of all services within the scope of the accounts, to include innovative solutions in service delivery, financial and commercial soundness.

Main Duties & Responsibilities:

Provide Leadership, Strategy and Communication with the Integral teams on site. Support and advise on any concerning contract issues.

Oversee the Planned and Reactive maintenance for all assets identified within the clients CAFM system in accordance with an agreed maintenance regime with the client and in line with industry good practice. Undertake analysis of PPM and asset information, to identify opportunities that will create efficiencies/cost saving in delivery and/or increase baseline growth to contract value, through extra services/offerings.

Oversee and Manage compliance in the operations of FM services on account.

Support and aid personal development of direct & indirect reports.

Conducting performance analysis of team members in line with business frequencies. Ensure teams co-ordinate the required statutory inspections, directly and indirectly with the client.

Coordinate, conduct & support audits in line with internal Integral policies & external schedules.

Oversee supply chain control provision for the contract wide FM operation & conduct performance reviews as and when required. Analysis of any service failures and ensuring resilient remedial works are put in place.

Ensure that a consistent level of service delivery is provided in accordance with the contract SLAs + KPI's.

Lead on performance management of the monthly KPI scoring, ensuring site leads understand their responsibilities and maintain necessary supporting evidence.

P&L ownership for the account.

Provide oversight & quality assurance during monthly financial reporting processes.

Attendance & chairing (where required) of meetings.

Support and coordinate building safety act workstreams.

Monitor and manage Work in Progress to ensure that all works are within expected budget.

Report to the client on a regular basis the financial position and detail of the contract provision for the account.

Ensure timely and accurate submission and payment of financial applications.

Support systems implementation and change management processes for any new technology implementation.

Manage and oversee any mobilisation activities of new contracts or properties added to the portfolio.

Manage and oversee client relationships to the highest levels

Experience & Qualifications:

Must have high quality account management experience within a Building Services environment.

Experience in large single site and multi-site portfolios

Significant experience in critical environments/facilities and highly process driven organisations.

Proven experience in bid/tender support, sales/contract award process, new work winning/development and generating new opportunities/growth within existing accounts.

Proven knowledge of the latest maintenance management requirements/solutions, technologies/technology led solutions.

Experience in managing maintenance contracts in excess of 2m turnover pa.

Competent use of computer software i.e. Microsoft Office package, Building Management Systems, CAFM/CMMS systems

Experience of analysis tools for reporting purposes (Power BI, Tableau, etc). Experience and working knowledge of business finance.

ONC/HNC or equivalent, in relevant engineering discipline

* IOSH/NEBOSH Qualification will be beneficial.