ASSISTANT DIRECTOR FACILITIES MANAGEMENT ( OPERATIONS )
CANDIDATE INFORMATION PACK
CONTENTS
INTRODUCTION
ABOUT LSE
LSE ESTATES DIVISION AND CAPITAL DEVELOPMENT
INTRODUCTION
THE ROLE
The LSE was founded in 1895 and has grown to become one of the foremost social science universities in the world. A specialist university with an international intake, LSE’s reach extends from its Central London campus to around the world. The School has a cosmopolitan student body, with around 12,600 full time students from 148 countries and staff of just over 3,000 with about 49 percent drawn from countries outside the UK. In 2021, LSE became the first Carbon Neutral verified university in the UK.
Improving the student experience lies at the heart of what we do. We are focussed on providing world class buildings and facilities. Through excellent customer services, we aim to ensure the safe, secure and environmentally sound operation and maintenance of LSE assets. The Assistant Director Facilities Management post will be a vital role to achieve this.
PERSON SPECIFICATION
WORKING AT LSE
APPLICATION PROCESS
2
3
3RD IN THE WORLD Ranking for social science and man- agement subjects in the QS World and Subject Rankings 2022 1ST OF LONDON UNIVERSITIES We are ranked the top university in London for the 11th year running by the Complete University Guide 2023 18 NOBEL PRIZE WINNERS LSE counts 18 Nobel Prize win- ners among our staff and former students 37 WORLD LEADERS have studied or taught at LSE. 219,000 ALUMNI ACROSS 212 COUNTRIES 92.8 PERCENT OF GRADUATES entered employment or further studies within 15 months
35,000 MEDIAN SALARY of an LSE Graduate.
ABOUT LSE
LSE is one of the foremost social science universities in the world. A specialist university with an international intake, LSEs reach extends from its Central London campus to around the world. The School has a cosmopolitan student body, with around 12,600 full time students from 148 countries and staff of just over 3,000, with about 49 per cent drawn from countries outside the UK. LSE opened its doors in 1895 with three rooms and 200 students. Today more than 12,000 students study for degrees at our central London campus, while more than 40,000 more learn on campus or remotely. But while much has changed, one thing remains constant: our commitment to the original vision of LSE, as a community of people and ideas, founded to know the causes of things, for the betterment of society. As we look to the future, we do it as an internationally renowned institution, with a reputation for excellence in teaching, research and public engagement in the social sciences. What happens at the School has the potential to be world-changing – and in these turbulent times, the social sciences are needed more than ever.
7 ACADEMIC
1895 LSE WAS FOUNDED LSE is a specialist social studies university PARTNERSHIPS with universities across the world
2021 CARBON NEUTRAL verified university in the UK
29 ACADEMIC DEPARTMENTS and institutes at LSE 19 RESEARCH CENTRES 200 SOCIETIES AND 40 CLUBS
TOP 10 FIELDS OF EMPLOYMENT
1. FINANCIAL AND PROFESSIONAL SERVICES 2. EDUCATION, TEACHING AND RESEARCH 3. CONSULTANCY 4. GOVERNMENT, PUBLIC SECTOR AND POLICY 5. ACCOUNTING AND AUDITING 6. INFORMATION, DIGITAL TECHNOLOGY AND DATA 7. ADVERTISING, MARKETING, PR AND JOURNALISM 8. LAW AND LEGAL SERVICES 9. FMCG, MANUFACTURING AND RETAIL 10. HEALTH AND SOCIAL CARE
THE ROLE
Job title:
Assistant Director of Facilities
DUTIES AND RESPONSIBILITIES OR HERA COMPETENCIES
Department Division:
Estates Division
Accountable to:
Director of Facilities
Communication • Communication of complex information relating to FM management issues. An ability to communicate clearly with both internal audiences and external bodies. • Preparation and presentation of formal reports. Evaluation of options with clear recommendations for decision making. • Compiling and reporting high-level management information on the performance and best value issues relating to the delivery of FM services. • Establishing and maintaining communication mechanisms with users to provide timely information about the delivery of FM services from the Division. Planning and Organising Resources • Setting service standards, continuously monitoring, and seeking customer feedback. Regularly reporting on performance and customer feedback as part of management information. • Ensure high quality customer service to users and occupiers of the estate and facilities to ensure agreed standards are consistently maintained. • Working with senior staff to develop strategic objectives and to establish annual operating plans. Analysing resource needs and distributing allocated resources to deliver against agreed priorities. Identifying medium to long term resource needs and preparing cases to bid for additional resources, when required. • Planning and managing FM budgets and discharging duties as Budget Holder in accordance with the School ’ s Financial Regulations. Participating in monthly Budget Review meetings with the Director of Facilities ( Budget Controller ) .
Problem Solving and Initiative • To evaluate strengths and weaknesses of FM service provision, suggest alternative courses of action and to contribute problem-solving options for consideration by the Director of Facilities • Evaluate initial requests and enquiries, identifying an effective course of action and taking initiative in referring or resolving situations where appropriate. • To understand when to escalate an issue or problem to the next management level. • To deal with operational situations and events in a professional, logical, and practical manner. Teamwork and Motivation • Managing a large team providing direction through professional leadership. • Conduct career development reviews ( CDR ) with all staff, developing policies for staff training and development to ensure all members of the FM section are fully trained and aware of current legislation. • Drive change within estates facilities teams and create an environment where outstanding service delivery exceeds our customers ’ expectations. • Engaging with the FM team to continuously look for opportunities to improve services. • Deputise as and when required for the Director of Facilities. Service Delivery • Service Delivery • Support the Director of Facilities in formulating strategies and implementing policies for the management of FM with an overall objective of achieving a best practice service to provide a first-class working environment within the school.
Job Summary We are looking to recruit an experienced Assistant Director of Facilities Management working in conjunction with another Assistant Director to support the Director of Facilities in delivering a first-class facilities service to staff and students and leading our diverse FM team. This is an exciting period of significant change for the university and the Estates Division, with a planned capital investment programme and refurbishments of buildings to include a centralisation of facilities services across both the academic and residential estate. You will play a key role in supporting the changes needed to transform Estates into a client-focussed integrated services provider, maximising the value it delivers to the whole university community. You will contribute to defining the vision, strategy, and operating model for the facilities section, and contribute to the strategic development of Estates. The Division aims to deliver best practice services across all sections and the postholder will be expected to benchmark and develop the services to achieve this. As well as possessing excellent interpersonal, negotiation and analytical skills you will have knowledge and experience of: • Running effective FM departments • Management techniques for achieving process and quality improvements. • Management of large and complex estates, including budget and staff management.
The post will have shared line management responsibility for cleaning, post room, sportsground, reprographics, security, porters, sustainability, and facilities staff, in excess of 200 staff as well as day-to-day management of several outsourced contracts. The post will also provide the first line of support to the Head of Security by being the point of contact in relation to external bodies such a Metropolitan Police, Embassy staff etc. The post holder will be able to work as part of a team and independently to plan service delivery, conduct services and report orally and in writing on matters relating to the services directly to the Director of Facilities.
The post will deputise as and when required for the Director of Facilities.
The post holder will liaise daily with staff at all levels across the school and residences, as well as students, and other stakeholders, acting as an initial point of contact concerning specification, quality control and monitoring of soft FM services. The post will also lead on several specific projects as required by the Director of Facilities
• Drive change within Estates operations team and create an environment where outstanding service delivery exceeds our customers ’ expectations. • Continually review operational structures that are sustainable and appropriate for the delivery of high-quality FM services throughout the school ’ s estate, including Halls of Residence. • Critically review all processes, systems, and methods of providing operational services, develop and implement improvements and performance targets. • To developing specifications and support the procurement of a wide range of outsourced contracts to ensure VFM and the delivery of an efficient effective range of services. • To lead and manage on an operational level all outsourced FM contracts. • Ensure that all staff are compliant with Health & Safety and other relevant legislation. • Working closely with Conferences & Events to provide the delivery of a high-quality FM service to support School events. • Support the Student Union in ensuring delivery of the appropriate levels of FM services in the Saw Swee Hock Student building. • Developing and regularly reporting on FM performance. Identifying any negative trends prioritising resources as necessary to address any issues identified. • Developing and maintaining a management rota within the FM section to ensure all out of hours FM services are appropriately covered, including participation in a School wide out-of hours support service. • To ensure visible quality monitoring systems have been implemented across the estate, report on performance to Director of Facilities and ensure that any remedial action required is acted upon. • Working closely with Capital Development section during the planning and design stages of minor capital and capital projects to ensure that designs take account of the efficient future provision of FM services. • Work with Capital Development to ensure that new / refurbished buildings seamlessly move into operational buildings within the university. • Any other duties as instructed by the Director of Facilities. Knowledge and experience • Management of large and complex FM teams, including budget and resource management • Management techniques for achieving process and quality improvements. • Working experience of current Health and Safety Legislation. • Experience of developing Business Continuity Plans. • Ability to deal efficiently and professionally with a wide
range of staff, students, and stakeholders, many at senior levels with the primary focus of delivering excellent customer service. • Working knowledge of MS Word, Outlook, and Excel. Analysis and research • To independently conduct surveys, external benchmarking, analysis, and research as part of the Facilities Management Team for the purpose of management information provision and effective service evaluation. • To identify methods of analysis or investigation ( qualitative or quantitative ) according to the type of data we have / need and objectives. • To prepare management information and statistical data together with analysis and interpretation and recommendations for service improvement. • Ability to identify and interpret trends based on analysis of quality control data. • To ensure that specific service information requirements such as asset registers, as laid out in contracts are provided, are accurate, and are maintained by the contractor to ensure that an up-to-date asset register is always maintained on individual services. Liaison and networking • Establishing and maintaining contacts and liaison is maintained between FM and all departments within the school to ensure all FM services are delivered appropriately. • Working with all members of the school community to ensure performance of FM services is appropriate and delivered to the agreed quality in a timely manner. To constantly monitor and where appropriate adjust service delivery models to achieve continuous improvements. • Participating and networking with other universities and relevant professional bodies / organisations to ensure policies and standards of ‘ best practice ’ are developed and applied in the delivery of services. • Continuously monitoring and evaluating the range of FM services whilst considering efficiency gains and improvements in service delivery. Note • The LSE has a progressive pay structure that rewards you with annual pay increases up to a certain level as you develop in the role. We also provide for further reward past this point, in the form of further pay increases based on continued exceptional performance. Flexibility • The role will be based on the LSE ’ s Aldwych campus and will require an on-site presence, although by agreement for specific tasks, some remote working may be permitted. To deliver services effectively, a degree of flexibility is needed, and the post holder may be required to perform work not specifically referred to above or to work hours out with the standard working week. Environmental Sustainability • The post holder is required to minimise environmental impact in the performance of the role, and actively contribute to the delivery of the LSE Environmental Policy.
PERSON SPECIFICATION
COMMUNICATION Essential: • Excellent written and oral skills including the use of all standard Microsoft office software. • Ability to convey complex information in a clear and concise manner to both internal and external stakeholders. • Provide evidence of compiling high-level management reports • Ability to prioritise Jobs and manage workload efficiently and be able to communicate any requirements that may affect the timely delivery of results. • Ability to conduct research and carry out surveys and to interpret the results correctly. PLANNING AND ORGANISING RESOURCES Essential: • Ability to plan and organise own workload and that of others in order to consistently meet deadlines, often under pressure; • Ability to implement high level decisions and monitor progress against objectives and agreed actions. • Provide evidence of setting and monitoring service standards. • Provide evidence of soliciting customer feedback and acting on the relevant issues. • Evidence of managing budgets and the ability to analyse and forecast required operational budgets.
• Ability to manage allocated resources to deliver services against agreed priorities. PROBLEM SOLVING AND INITIATIVE Essential: • Ability to evaluate the service provision and recommend alternative courses of action. • Evidence of identifying effective courses of action and taking initiative when solving problems. • Knowledge of ability to identify when issues should be escalated. • Ability to evaluate strengths and weaknesses of our service provision, suggest alternative courses of action and to contribute problem- solving options for consideration. TEAMWORK Essential: • Evidence of developing high performing, accountable teams to deliver excellent customer service to a diverse customer base meeting, and where possible exceeding, customer expectations • Evidence of conducting personal development review, setting and measuring targets and managing performance. • Evidence of implementing staff related polices e.g. Performance Management, Behaviour at Work, Recruitment and Selection, Staff Appraisal.
• Evidence of working collectively with colleagues in delivering common objectives. • Evidence of managing periods of change.
• Evidence of delivering a first class customer oriented service to students. • Evidence of setting operational performance targets against agreed service standards and implementing corrective action as required.
LIAISON AND NETWORKING Essential:
KNOWLEDGE AND EXPERIENCE Essential:
• Evidence of networking with the relevant professional bodies/organisations for the purpose of benchmarking and best practice is always achieved. Desirable: • Ability to form relationships with other school departments. • An ability to set and continually assess quality standards and to provide good quality customer services to students, staff and external visitors. • Evidence of contract management from developing specifications through procurement process to day-today contract management. • Evidence of conducting VFM review of all out sourced provision ensuring best practice and efficiencies are achieved at all times. • Evidence of developing polices and operational procedures. • Evidence of developing and reporting on FM performance, identifying trends and taking measures to address these. • Evidence of developing and operating a quality management system and reporting on this. SERVICE DELIVERY Essential:
• An ability to set and continually assess quality standards and to provide good quality customer services to students, staff and external visitors. • Evidence of setting up management techniques for achieving process and quality improvements. • Evidence of managing large and complex teams in a similar environment. • Evidence of up-to-date Health and Safety Legislation. • Substantial experience of performing similar role in large complex environments. • Evidence of conducting surveys and analysing the results to provide management information. • Evidence of identifying methods of analysis or investigation (qualitative or quantitative, and manipulate data to provide robust management reports. • Evidence of dealing with large amounts of complex management data. ANALYSIS AND RESEARCH Essential:
WORKING AT LSE
Join LSE and you ’ ll work in a world-leading university where cutting edge research is happening now, in the heart of a vibrant city. We have challenging and rewarding roles for committed individuals. In return we offer a good work-life balance, with generous holidays and award-winning family-friendly policies. Diversity is valued and staff development is taken seriously. We have a strong sense of community. We even have some good parties. Our staff say they are proud to work here. As a member of LSE staff, you ’ ll be provided with a competitive salary and pension scheme, generous annual leave ( 41 days p.a. including bank holidays ) as well as benefiting from excellent training and development opportunities. However, we are acutely aware that there are other considerations important to you. With this in mind, we provide numerous other attractive benefits to help actively encourage a positive, diverse, healthy and family friendly culture in our workplace.
Benefits include: • Cyclescheme • Eyesight tests for VDU users • Season ticket loans • LSE gym membership • Give as you earn • Fee remission
Further information can be viewed here.
APPLICATION PROCESS LSE is being supported on this recruitment cam- paign by the search consultancy The Management Recruitment Group ( MRG ) .
To arrange a confidential briefing conversation please contact our advisors:
Michael Hewlett michael.hewlett @ mrgglobal.com Anna Kacprzak anna.kacprzak @ mrgglobal.com
Applications should consist of a CV and cover letter and be sent to michael.hewlett @ mrgglobal.com
Closing date for applications is: Sunday 3rd December 2023
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