National Workspace Support Manager - Sky Spaces

• Take ownership and leadership of the workspace support services across the Sky Spaces account, ensuring each service stream is delivered in accordance with the contract requirement and is compliant with SLAs and KPIs.
• Develop, nurture and maintain collaborative relationships with customer stakeholders at all levels and particularly within the Sky Spaces team; promote this approach across the workspace support team, acting as the senior point of contact and interface with the customer team and wider stakeholders, managing and responding to any escalations in a timely fashion.
• Implement a culture of relationship management, team working, task ownership and accountability across the workspace support team, working with the wider EUK account team and supply chain partners.
• As part of the account senior leadership team, actively participate in the development of the account strategy, aligned with the customer core business drivers.
• Direct the workspace support operation and team members to deliver joint strategic objectives; effectively communicate strategies, deliverables and outputs, compile data and reports for monthly, quarterly and annual reporting to demonstrate workspace support contributions that meet objectives.
•  Evaluate performance data and operational status information for performance reporting and collate data for monthly, quarterly and annual business updates to the customer, ensuring a documented action plan is implemented for any out of line situations. 
• Lead the cleaning service function across the account, supporting the National Cleaning and Housekeeping Manager to manage and deliver in accordance with contractual requirements and in line with BICS standards, EMCOR UK processes and procedures.
• Lead the workspace support functions (facilities management, mailroom and reprographic services, front-of-house and reception) to ensure compliant, consistent service delivery aligned to contractual requirements, processes and procedures.
• Ensure the workspace support team provide regular and timely updates to the customer daily and manage issues through to resolution.
• Support the rollout and implementation of service stream toolkits to ensure compliance with EUK processes and procedures and ensure this is maintained across the workspace support team.
• Lead the workspace support team to ensure they are prepared for, attend and support the internal and external auditing process; attend and support as necessary, particularly for external and customer audits.
• Monitor planned property portfolio changes to ensure robust change management processes are in place to support the customer throughout the process, manage and implement any required adjustments in accordance with EUK processes.
• Alongside the Compliance and BCP Manager, ensure the team are trained and prepared to support the customer in business continuity situations; actively participate along with the wider workspace support and account team in BCP planning, training and exercises.
• Deputise for Account Manager in their absence along with other SLT members, for all workspace support activities.
• Attend customer meetings as required and provide updates on workspace support activities.
• Seek out new initiatives, industry developments, technology and innovation and develop proposals to future proof and develop service delivery, systems and processes to deliver operational improvements and efficiencies.
• Ensure compliance with all relevant end to end customer and EMCOR UK processes and procedures across the workspace support service streams.
• Ensure workspace support processes are continuously reviewed to maintain operational excellence.
• Lead by example and behave consistently, in line with EMCOR UK’s values.
• Foster and encourage a working environment that promotes a learning culture, consistent objectives and values, training, development and monitoring of performance.
• Conduct performance appraisals for team members and develop objectives aligned with account objectives, goals and targets and training plans; address shortfalls in performance in accordance with EMCOR UK HR procedures.
• Conduct succession planning for teams and individuals to encourage progression and internal promotion.
• Provide coaching and mentoring for team members as required.
• Successfully complete any training required within target timescales.
• Complete any other reasonable requests as instructed by the management and leadership teams.

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