Technical & Operational • Ability to operationally manage the outputs and performance of the building, meeting its various responsibilities under the contract. • Ensuring that the quality of service is achieved through world class performance to the agreed KPIs. Operational/ Technical • Must be able to demonstrate a track record of implementing and managing a large logistics led contract or in-house operation which is of comparable size, scale and complexity to that of 22 Bishopsgate. • Have experience of mobilising and managing a third party logistics partner, demonstrating how KPI’s and SLA’s have been upheld. • Be able to demonstrate where robust cost models, data and other relevant programmes have been used in order to influence the operations. Customer Orientation • Have a track record of ensuring first class customer experience is the very epicentre of the service. • Demonstrate examples of where exceptional service to the customers of 22 Bishopsgate can be delivered wholeheartedly without exception. More- over, ensure that this is installed across the wider on-site team • Be able to demonstrate experience of engaging with customers to develop and implement a service strategy that meets their requirements. Engagement & Communication • A naturally engaging, influential and commutative individual who can demonstrate the ability to manage multiple stakeholders with a variance of drivers. Customer Orientation • Personality and standing to be an ambassador for the brand, representing the building, owner, JLL, occupiers and community. • Deliver and exceed expectations relating to a quality of service to all customers of Twentytwo. • Must be able to communicate effectively with customers reaching out to them, external professional teams and contractors. • Be able to act as a custodian for 22 Bishopsgate and lead the team as the recognised interface for all logistics matters. Contract & Procurement Management • Have a track record of eith r managing a third-party logistic contract on behalf of a corporate organisation or having been responsible for the deliv y of similar co ract. • Demonstrate examples of where a contract has been procured and mobilised in a challenging and multi-stakeholder environment. • Must h ve p rience of KPI and SLA management, regular performance reporting and cost efficiency analysis. • Be able to demonstrate where performance levels have increased through dedicated management. Strategic Adaptability • A strategic thinker, who is able to process exceptionally high levels of data in order to make informed decisions. • Be able to demonstrate where a decision has been made (through data analysis) and a change of operational direction has then been implemented. • Understand the various phases of the project and how logistic operations will vary depending on where the building is in its lifecycle.
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