Initiative and Problem Solving
As a senior manager within the Estates and Facilities Directorate you are required to apply your initiative and experience to resolving business critical problems relating to resource allocation, service delivery standards and customer satisfaction. You are required to use your industry experience and understanding to quickly identify and address problems which may impact on strategic and operational delivery of services standards and customer expectations, if not addressed quickly and effectively, such as ineffective rotas for staff, significant changes on service delivery demands. You are also required to work with managers and supervisors to resolve problems where there is a mass of information or diverse, partial and conflicting data, with a range of potential options available and apply creativity to devise varied solutions, approaching the problem from different perspectives.
For example:
• Work with the Head of Strategic Maintenance and Compliance to review FM Campus Service’ monthly performance. Identifying opportunities for improvement and any remedial actions that are required. Agree improvement actions as required. • Ensure awareness of all escalations from customer departments for the resolution of any major or complex issues or complaints that are unable to be dealt with at a local level by FM Campus Service team and specialist services contract and ensure that these are effectively dealt with and resolved. • Create, implement and evaluate a Service Level Agreement between customers and FM Campus Service team and specialist suppliers that summarises for customers the services and service levels to be provided. Develop and implement proactive methods of customer engagement to present and publicise the Service Level Agreement to customer groups. • Oversee the development, implementation and evaluation of proactive methods of analysis and reporting performance against Service Level Agreement. • Lead in the development, setting and monitor of strategic and operational objectives for the FM Self-delivered service.
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