• 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
Made with FlippingBook - professional solution for displaying marketing and sales documents online