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About the Role

The Technical Services Manager (TSM) is responsible for managing the high standard of operational services in Mechanical, Electrical and public health (MEP) systems required across the WPM portfolio, ensuring consistent, seamless and efficient standards are met, to ensure the Occupiers and their visitors can focus on their core business.

Responsibilities

Manage the delivery of planned and reactive Hard FM services across all properties, having total responsibility for operational performance, Health & Safety, Human Resource Management, meeting all quality & compliance standards and service level agreements to achieve targeted profitability.
Review and update site-specific policies and operational procedures to align with the value framework and ensure consistency with ISO 9001 standards and client requirements.
Develop and implement operational best practices and working initiatives.
Ensure compliance with building regulations, statutory obligations, legislative requirements, and best working practices.
Contribute to the completion of the individual buildings Activity Calendar and significant building events, such as Annual black building tests, M&E audits, actions, and document review.
Foster and develop a collaborative 'One Team' relationship between the management team, service partners, and stakeholders to create a seamless customer experience.
Manage and monitor operational performance, providing formal monthly performance monitoring reports.
Effectively manage allocated service partners and their contract performance, including key relationships, contract administration, and driving operational improvements.
Act as Responsible Person Legionella (Water).
Develop a Contract Risk Register to manage and monitor operational and commercial risks.
Provide Out-of-Hours availability for critical call-outs to support and guide as required.
Produce high-quality technical reports to support position statements in response to significant reactive breakdowns, client requests, or expenditure approvals.
Practice effective risk management, establishing controls, procedures, health and safety systems, and audits to ensure legislative compliance and contingency plans.
Meet monthly with core service partners to ensure Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and reports are completed promptly and accurately.
Ensure all contracts are maintained within the agreed budget and identify opportunities to improve customer service and reduce expenditure.
Develop positive, constructive relationships with clients based on a long-term partnership approach.
Lead energy management for the portfolio at the individual building level, ensuring optimal performance and close management/reporting of energy usage.
Enhance existing building technology capabilities and contribute to the development of new SMART building technology platforms and data analysis.
Ensure client assets operate at optimum performance and energy is managed and reported in accordance with building accreditations like Nabers.
Fulfill any one-off and non-contractual operational tasks to a high specification within a dedicated timeframe, including out-of-hour services for occupier events and special projects.
Role model HSE behaviors and best practices.
Lead the HSE culture throughout the team.
Undertake Site Safety Inspections and Audits in accordance with company standards.
Ensure team adherence to HSE legislation, processes, and policies, including accident investigation, reporting, risk assessments, and audits.
Manage the P&L performance of the contract cost-effectively, ensuring value for money and achieving profit targets, and reporting commercial concerns to the Account Director and Divisional Finance Director.
Report on P&L performance monthly and year-to-date, delivering to budget, minimizing aged debt, and actively recovering work-in-progress (WIP).
Fully understand the commercial contract and scope of service delivery within the contract cost model.
Ensure all invoices are submitted within required timeframes and extensions are applied when necessary.
Adhere to appropriate authority levels for all commercial activity.
Provide quotes for Small/Extra Works within agreed protocols for client consideration to maximize profitable revenue opportunities.
Ensure Purchase Orders are issued to the contracted supply chain in a timely manner to meet operational demands.
Manage supply chain invoice submissions in accordance with good commercial practice, ensuring payments are made only when services are delivered to required standards.
Build cost books and follow the CRB process.

Requirements

Industry relevant qualifications.
Computer literate in CAFM, Word, Excel, Outlook.
Proven track record of technical problem solving.
Ability to communicate technical subjects to non-technical customers and team members.
Ability to produce technical reports.
Adept at managing the change process to a diverse group, promoting best practice and strategic advice.
Must be able to pass a DBS check at JLL cost.

Skills

Technical problem solving
Communication
Report writing
Change management
Energy management
SMART building technology
Data analysis
Risk management
Contract management
Financial management
Supply chain management

Location

WPM portfolio

Work Type

Full-time

Experience Level

Minimum of 10 years’ experience at technical engineering management level

Education Level

National General Certificate in Occupational Safety and Health – accredited by NEBOSH or IOSH