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.
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