Service Delivery
You are required to lead and develop a specialist service, ensuring that all specialists involved meet the changing requirements of all customers and respond to the School’s strategic objectives. You are required to build relationships with SOAS Directorates and Departments, suppliers, stakeholders and customers, working within the institution’s overall procedures or policies and understand and work with Campus Services Managers and Supervisors to explore customer’s needs and adapt the service accordingly to ensure the usefulness or appropriateness and quality of service (content, time, accuracy, level of information, cost). You will manage and set the overall standards for service across a function or area of the institution and monitor service levels and pre-empt changes in customers’ needs and anticipate future requirements and maintain overall quality balancing different demands and ensure others have the support they need to provide quality service and fulfil their role.
For example:
• Develop and implement a Service Level Agreement between customers and FM Campus Service teams • Work with the Head of strategic maintenance and compliance to review FM’ performance. • Operate and interrogate CAFM systems as required. • Oversee, influence and direct the development of campus service delivery that will enhance the customer/student experience with regard to FM Campus Service teams. For example develop processes for continuous improvement informed by stakeholder feedback and client requirements.
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