JOB DESCRIPTION
KEY ACCOUNTABILITIES Team Specific
1. Job title: Campus Services Manager 2. Reports To: Head of Facilities and Operations 3. Direct Reports: Deputy Campus Manager, Maintenance Technical Supervisor, Facilities Services Supervisor, Campus Administrator. This role profile is non-contractual and provided for guidance. It will be updated and amended from time to time in accordance with the changing needs of the university and the requirements of the job. 4. Purpose of the Role: The purpose of the role is to provide consistent, high levels of service across the Greenwich campus, positively impacting on the student, staff and visitor experience. This will be implemented by leading, directing and expanding both the internal and outward facing key customer relationships across a multi-site operation (academic and residential) to support the Estates and Facilities Directorate in the implementation of University Strategy and Estates Strategy plans, ensuring improvements in collaborative working with knowledgeable informed customers and service partners who are fully engaged in the broader spectrum of the Estates and Facilities Directorate activities including identifying needs for future developments, services, planning and projects. The post holder will be expected to proactively work as part of a wider Estates and Facilities team to identify, define, implement and deliver consistent service standards across the entire University estate. The role of Campus Service Manager is designed to ensure that service delivery to customers is placed at the centre of all we do. As a member of the Estates and Facilities Directorate Management Team, the post holder will be the custodian, and act as ambassador, of the Estates and Facilities relationships with all customers - students, Faculties, Directorates, Student Union, visitors and other external bodies. The role requires the post holder to be a strong communicator at all levels, who has a full understanding of the University’s Corporate Strategy and all faculty plans, and be able to articulate how the Estates Strategy supports the implementation of corporate objectives. The post holder will participate in the strategic planning, communication, implementation and budgeting of initiatives in addition to problem solving and responsibility for service delivery as assigned including providing leadership to the day to day operations of the Greenwich FM team (in-house and service partners), while maintaining focus on the departmental and University wide strategic goals. The post holder will one of a number of Campus Service Managers who take full responsibility for the relationships between Estates and Facilities and all its customers including the delivery of all Estates and Facilities services provided to customers across a numbers of buildings that make up a campus. The post holder will have overall day to day responsibility for service delivery on campus using a mix of internal and service partner resource. The post holder will demonstrate strong customer focus, detailed technical understanding, effective leadership and management, based on sound commercial principles.
1.To nurture a culture of continuous improvement through working with peers, key customers and the whole delivery team to identify areas for improvement (making use of additional inputs such as the National Student Survey and Staff Survey as examples). Define, deliver, review and adjust service requirements and optimise process and procedures so that they meet current and future business needs and user expectations. 2. To build and manage effective working relationships, formally and informally, with the COO Senior Management team, Faculty Pro- VCs and Operating Officers around the current and future use of facilities and space and ensure that Faculties and Directorates are continually provided, within commercial constraints, fit for purpose services. 3. To continuously manage all stakeholders’ expectations to a positive effect by ensuring any change to services on campus (including EFD related projects) that have a direct impact on user experience are communicated. In addition all business risks are identified, articulated, understood, mitigated, managed and communicated to users as appropriate. 4. Proactively engage with the entire service delivery team to change hearts and minds by championing a culture of trust, openness and engagement. Remove all blockers that get in the way of their work, be it technical, training, tools, equipment, process or procedure. 5. To plan and provide for site specific solutions to local service issues but work with peers across all campuses to ensure knowledge and best practice is shared, developed and adopted to the benefit of the whole Estate. 6. To contribute to the development, updating and convergence of Estates and Facilities strategic planning capturing customer aspirations. 7. To ensure that all members of the Estates and Facilities team (in- house and service partners) working on campus embrace a can-do culture and ensure all day to day on site estates and facilities related activities meet operational, environmental, sustainability and customer service delivery standards in line with stated University wide corporate KPI’s, Estates and Facilities SLA’s, budgetary constraints, as well as legislative & safety compliance. 8. Manage the adherence and compliance of university safety, health and well-being policies, procedures and guidance (including the management of service partners), with regard to the planning and monitoring of estates and facilities related activities. Assess the risks to the health and safety of anyone who may be affected by estates and facilities related activities. Ensure adequate arrangements are in place for the “planning, organisation, control, monitoring and review” of any resulting safety measures.
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