SERVICE DELIVERY MANAGER CANDIDATE INFORMATION PACK
INTRODUCTION The Wellcome Genome Campus is an estate of c. 135 acres owned by the Wellcome Trust near Hinxton, South Cambridgeshire. The site has been developed to provide biomedical research facilities for both charitable and commercial organisations conducting separate but complementary scientific research activities. The Campus comprises a diverse portfolio of 28 core buildings with a GIA of c. 75,000m2. The range of facilities include laboratories and associated research facilities, offices, recreational space including a restaurant, gym and nursery, a hotel and conference centre, residential accommodation and a data centre. The estate is set within a beautiful campus environment. Reporting to the Head of Asset Management, the Service Delivery Manager will take responsibility for ensuring that exceptional levels of estates and facilities services are provided to all stakeholders on the campus. The Service Delivery Manager will drive a culture of continuous improvement across the Estates & Facilities team and delivery partners, whilst acting as the Estates & Facilities Account Manager to the major tenant on campus. The role offers the chance to lead estates and facilities service delivery across a world-renowned and expanding scientific biodata research campus with a diverse portfolio of buildings and facilities, in a progressive and inspiring work environment.
WELLCOME GENOME CAMPUS
The Wellcome Genome Campus located in Hinxton, Cambridge is a world-leading scientific facility covering 135 acres of landscaped grounds approximately 10 miles south from Cambridge. The Campus is home to the Wellcome Sanger Institute and the European Bioinformatics Institute (EMBL-EBI); two world-leading genomics and bioinformatics Institutes. Sited alongside them are a number of organisations dedicated to genomics and computational biology. The Campus exists to drive life-changing science aimed at tackling global challenges to human health, through research, discourse, innovation and enterprise.
www.wellcomegenomecampus.org
As a global hub of genomic knowledge and research, our vision is to drive, catalyse and lead the advance of life-changing science for the benefit of the world. We aim to create a path between fundamental research and genomics-based solutions. The Wellcome Genome Campus is operated and managed by Genome Research Limited (GRL). GRL is a wholly owned subsidiary of Wellcome, an independent, global charitable foundation whose mission is to improve health for everyone by helping great ideas to thrive (https://wellcome.ac.uk/).
ABOUT US
At the Wellcome Genome Campus we undertake genome and biodata research. We provide bioinformatics resources for the global scientific community and we deliver vital training in genomics and biodata to scientists and clinicians. We are at the interface of research and industry, translating science into tangible societal benefits.
Who is here?
The Campus is home to two leading institutes as well as innovative genomics and biodata companies, scientific facilities, and a state of the art conference centre.
Click images below to read more.
Wellcome Sanger Institute
BioData Innovation Centre
EMBL-EBI
Wellcome Connecting Science
Partnerships and projects
Genomics England
Our understanding of the human genome is opening up unexplored areas of diseases research in cancer, infectious diseases such as malaria and TB, and common inherited diseases that affect us all such as diabetes and arthritis. These new avenues of research will inform and drive the treatments of tomorrow, changing the way we are all diagnosed and treated in the future.
Professor Sir Mike Stratton Director, Wellcome Sanger Institute Chief Executive, Wellcome Genome Campus
Campus Expansion
We expect our Campus community to grow significantly over the next 15 years. Find out more about the planning and the development work happening right now to make this a reality.
Learn More
THE ESTATE
The Wellcome Genome Campus is an estate of c. 135 acres owned by the Wellcome Trust near Hinxton, South Cambridgeshire. The site has been developed to provide biomedical research facilities for both charitable and commercial organisations conducting separate but complementary scientific research activities. The Campus comprises as diverse portfolio of 28 core buildings with a GIA of c. 75,000m2. The portfolio comprises a broad spectrum of facilities including laboratories and other research facilities, offices, recreational space including a restaurant, gym and nursery, a hotel and conference centre, residential accommodation and a data centre. The estate is set within a beautiful campus environment with significant emphasis placed on grounds management and public realm. The Campus has been in operation for over 25 years and during this time several phases of development have taken place, expanding the Campus so that we now have 28 buildings on site, with different purposes and types of construction.
The site is split into two distinct areas, South Campus and North Campus. South Campus is comprised of six modern research buildings with two support buildings. North Campus has a conference centre which includes a purpose built 300-seat multi-use lecture theatre, a grade II listed building, residential accommodation (72 en-suite bedrooms), and a Nursery. The Campus accommodates approximately 2,600 staff and facilitates 74,000 visitors/annum. The Campus holds ISO14001 (Environmental Management) and ISO50001 (Energy Management). These management systems have been structured to form an integrated management system that serves to facilitate continual improvement.
JOB DESCRIPTION
Current job title:
Service Delivery Manager
Reports to:
Head of Asset Management
Salary:
£50,000 to £55,000 p.a. plus 15% pension contribution
Role purpose and primary objective:
As we transition over the next 5 years to potentially a much larger client base, our service offering needs to be robust, efficient, right-sized and scalable. Ensuring that we understand and are meeting the needs of our customers to a high level of satisfaction is really important in delivering an excellent service. To achieve this managing and providing leadership for E&F team members in stakeholder and performance management to ensure the needs of both the business area and stakeholder needs are met is integral and essential. This is a dual role which is integral to the development /evolution of our customer focused services: •Act as E&F’s Account Manager for one of the Campus largest tenants, EMBL EBI. • Lead on service delivery best practise and service improvement. Support E&F in delivering services in line with stakeholder Service Level Agreement, by monitoring, reporting on data and providing insight to our contract managers helping to ensure our key supply chain partners service quality is optimised, service delivery targets are met and commercial management opportunities are fully exploited.
This will require the Service Delivery Manager to: • Develop a long term and trusted advisor relationship and be the main point of contact for EMBL EBI for the whole E&F services provided, to ensure a fully coordinated and excellent customer service is maintained, SLA’s are met and change requests are managed in accordance with the contract. • Act as the key interface between E&F cross functional teams to support the timely and successful delivery of our services and projects according to customer needs. Identify E&F’s key stakeholders, create a stakeholder management strategy and monitor its implementation with the senior management team Implement robust monitoring, reporting procedures and collaborative engagement systems and process for our contract and project managers to adopt, so ensuring both our internal and supply chain delivery is seamless and in-line with Service Level Agreements within the hard fm contract services Seek out improvements in our systems and processes to ensure coordinated delivery of projects, services and reporting to our customers Contribute to enhancing the E&F’s reputation by accepting ownership for exploring opportunities to add value. • Carry out periodic performance audits on each service area to review KPI’s, identify any areas for improvement and share exemplar across the whole E&F services provision including supply chain partners Core accountabilities [in approximate order of importance to role purpose]: • Responsible for the relationship with EMBL EBI and be the main point of contact to ensure a coordinated forward looking service that meets the agreed SLA’s, build trust and confidence to provide honest and useful feedback, raise and resolve issues, to ensure that exceptional service is delivered. Proactively identify opportunities to enhance the service offering, explore and manage additional service requests in accordance with the SLA and contract. • Responsible for facilitating engagement between EMBL EBI and the E&F team to ensure fully coordinated, consistent and timely delivery to minimise disruption. This will include chairing regular formal tenant reporting meetings with appropriate attendees as well as day to day informal engagement, disseminating information, creating innovative ways to help engage and proactively facilitating connections between EMBL EBI and E&F team. • Liaise and meet regularly with E&F colleagues to co-ordinate a consistent customer/ stakeholder fully coordinated delivery of core services and projects across E&F, review and agree progress and plans in advance, ensure correct communication channels are followed with building occupant, disruption is minimised, provide support with stakeholder feedback and resolution of any complaints and find new ways to improve operations. • Provide advice and support other members of the E&F team to ensure consistent customer and stakeholder engagement - formal and informal - including dashboard reporting at regular stakeholder meetings.
• In partnership with the Heads of Estates functions, develop and implement customer and stakeholder service level agreements and KPIs to facilitate monitoring of E&F service delivery levels, service quality and customer satisfaction. • Monitor and manage the KPI metrics across E&F core functions reporting upon contract compliance and customer satisfaction, including forecast and trend analysis, share exemplar performance and make recommendations on corrective action. • Provide a proactive local interface with our hard FM suppliers and stakeholders integrating service provision to customers. • Input into the regular review of the Campus Helpdesk operation to actively drive continuous improvement. • On a regular basis, provide reports and updates on the performance against deliverables, key account metrics and forecast trends and recommended actions to the E&F Director and Heads of Function and contribute to the Department’s reporting to senior management and Board. • Represent E&F as appropriate at relevant Campus committees including Campus Operations Board and General Health and Safety Committee, presenting the senior leaders with reports, highlight issues and facilitate actions relevant to the role. • Identify and propose new opportunities and implement as pilots or projects. • Liaising and networking with a range of stakeholders including customers, colleagues, suppliers and peer organisations and locations to gather insights, enhance services and develop best practices. • The Service Delivery Manager may be asked to support the estates and facilities management team to be a contact point in the event of any emergency or disaster, ensuring appropriate communication links between staff, contractors, incident managers and building occupants Health, Safety and Environmental: • Promote and establish a strong culture of safety, risk, environmental and sustainability awareness and management. Develop, cultivate and promote an attitude that accident prevention and damage control are integral part of the campus and operational efficiency Financial, Commercial and Systems Management: • Support the Heads of Functions by providing and updating accurate data to enable them to forecast services performance, budgets and expenditure plans, including analysis and reporting of variances and opportunities. • Ensure all SLA change management authorisations fall within delegations. People and Stakeholder Management: • Manage and provide leadership for E&F team members in stakeholder and performance management to ensure the needs of both the business area and stakeholder needs are met
Knowledge Skills & Experience
• Demonstrable experience in a similar role and environment and service provision delivering account management services • Have a passion to provide exceptional customer service and a drive for helping others • Personable, collaborative approach with a problem-solving mindset and a track record of building excellent relationships with all colleagues across functional boundaries and stakeholders, where flexibility and a ‘can do’ approach to teamwork is essential, tailoring approach as needed • Proven ability to pre-empt potential issues and take the lead and ownership of the issue and corresponding solutions; a logical problem solver with good judgement and decision making capability able to remain level-headed under pressure • Genuinely passionate about and familiar with a customer-driven approach to the delivery of services, with a rigorous approach to standards of internal customer service and continuous improvement. • Demonstrable experience of mapping and managing complex stakeholder relationships, with a diplomatic and collaborative approach, natural interpersonal skills and the ability to influence at all levels to implement solutions that exceed customer’s expectations • Strong appreciation of the importance of H&S and CDM together with relevant training along with demonstrable experience in relation to statutory compliance and risk management. • Clear communicator with excellent concise written, verbal and presentation skills with the ability to interact with people at all levels of the organisation and external suppliers. • Experience in summarising information received and producing concise reports in an engaging format for audiences at all levels. • Proven strong negotiation and influencing skills and the ability to report and present confidently at management board level and to external stakeholders. •Ability to work independently, but also able to develop collaborative working relationships with other team members. • Evidence of successfully contributing to strategic and operational planning. • Experience in service improvement processes and techniques such as lean six sigma. • Knowledge of the NEC suite of Contracts • IT literate with a good working knowledge of MS Office • Educated to degree level (or equivalent qualification or experience in an appropriate based discipline) with proven experience within the built environment /estates management/facilities management/construction.
Behavioural Competencies:
The Institute have introduced a Behavioural Competency Framework, which defines a set of six core behaviours that provides a common language for all at GRL to describe what effective and excellent behaviour looks and feels like. These six competencies are listed below:
Communication Collaboration Leadership Innovation Results Driven Integrity Interacts with:
Who (teams/people/ organisations)
Purpose of the interaction
EMBL EBI
Act as the Key Account Manager
Campus E&F Director & Heads of Function
Strategic direction, planning and value proposition development. Strategic relationships with companies and escalation of operational and management issues. Support in understanding customer needs, feedback and potential service improvements Strong and collaborative relationship, liaison with the Estates and Facilities delivery colleagues to build and maintain consistent customer focused relationships. Proactive review and monitoring of core contractor performance service delivery.
Campus Estates and Facilities Team
Contractors
Campus Health and Safety Team
Provision of updates on the standards and health and safety performances
Other Campus service providers (e.g. Finance, Procurement , IT) External stakeholders and service providers
To facilitate practical support, provide feedback, resolve issues and identify opportunities to further develop service provision
Liaise and network in support of developing best practices and enhancing customer services experiences.
WHAT MAKES WELLCOME GENOME CAMPUS A GREAT PLACE TO WORK? Cutting-Edge science and innovation At the Wellcome Genome Campus, we undertake both wet and dry lab science, basic research and delivery of bioinformatics services to the world. We are at the interface of translation of science into tangible societal benefits through our collaborations with industry. A place of achievement The Campus environment is unique in its physical location of specialist facilities and in bringing together the best of the minds and skills to further genomics and computational biology research for the benefit of all. One of the largest concentrations of genomics and biodata in the world The Campus is one of the largest concentrations of genomics and biodata in the world, bringing together over 2,600 people including the employees, PhD students and visiting workers of two Institutes as well as people working in specialist and innovative genomics and bioinformatics companies. The collaborative and international nature of the genomics and bioinformatics industry is reflected by the international diversity of our employees. Across the Wellcome Sanger Institute and EMBL- EBI our staff come from over 77 nations and five continents. Collectively, 45% of the Institutes’ personnel are from outside of the UK, bringing together a unique combination of international knowledge, experience and scientific networks. Campus Life Our beautiful Campus is a hub for visitors from around the world and offers a stimulating working environment with world class facilities including restaurants, cafes, a gym, many acres of beautifully maintained grounds, a state-of-the-art Conference Centre and a children’s nursery. Employee benefits We are proud to deliver an awarding campus-wide employee wellbeing strategy and programme. The importance of good health and adopting a healthier lifestyle and the commitment to reduce work-related stress is strongly acknowledged and recognised. There’s an attractive benefits package on offer at the Wellcome Genome Campus. We appreciate the importance of achieving work-life balance and support this with a number of family and carer-friendly policies. Plus a flexible working policy for those who may wish to amend their working pattern or arrangement.
We have an attractive benefits package offering a wide range designed to empower your health, wellness, care for family and plan for the future:
• 25 days annual leave (extra 1 day to a maximum of 30 days for every year you work) • Auto-enrolment into a generous Group Defined Contribution Pension Scheme, with enhanced company contribution (for more information, see our Pensions page) • Up to 2 days annual paid volunteering leave • Up to 10 days paid Emergency Carers Leave per year • Family friendly environment including options for flexible and part-time working, an on- site Workplace Nursery salary Sacrifice Schemes for pre-school children and Summer holiday club • Life Assurance – six times your pensionable pay if you are a member of our pension scheme • Group Income Protection Scheme (if on a contract exceeding 12 months) • Enhanced maternity leave and parental leave • Access to a substantial number of courses and training events onsite • Private Healthcare Scheme • Eyecare and Dental payment plans • Concessions and discounts from our corporate perks site • Being part of the Wellcome Genome Campus you will be part of the beautiful working environment with an impressive range of benefits, services and facilities also including: • Free bus service to and from Campus, covering various routes around Cambridge, Saffron Walden and surrounding villages • A car-share initiative • Free parking • A number of on-site venues where you can meet, eat and socialise with colleagues • A thriving Sports and Social Club which provides members with subsidised access to a gym, tennis courts, sports hall, fitness classes and a vibrant social calendar of events
APPLICATION PROCESS
To arrange a confidential briefing conversation please contact our advisor
Matthew Giles E: matthew.giles@mrgpeople.co.uk T: 07530 680 159
Applications should consist of a comprehensive CV including a list of project list/portfolio. Applications should be sent to matthew.giles@mrgpeople.co.uk
The closing date for applications is 10th April 2022. Interviews will take place late April 2022.
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