Service Contract Support

An individual’s belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.

Job objectives and responsibilities

· To supervise and manage the Service Desk team

· To support the Service and Governance Manager, TSM and FM’s, undertaking tasks as required within role competencies

Main duties

· General duties to include the support and ownership towards :-

· Supervise and manage first line of contact for all service desk calls and emails, delivery excellent customer service

· Supervise and manage the logging, raising, prioritising and scheduling of reactive, remedial work orders in the CAFM system

· Supervise and manage the generating and issuing of PPM works orders in line with SFG20 and contractual requirements

· Supervise and manage the liaising with subcontractors regarding reactive/ quoted works agree attendance, and monitor delivery against client SLAs

· Supervise the coordination of site engineers with TSM and FM’S, agree attendance and monitor against SLA’s

· Ensure the maintenance of asset data, status and condition within the CAFM system

· Supervise and manage the team to close jobs down in Maximo/Evolution and attach documents where necessary to ensure that they client is compliant and no KPI penalties are incurreed

· Approve Purchase Orders as required and monitor the receipting of these.

· Manage the Approve To Pay report and ensure that the Service Desk are receipting in a timely manner

· Assist in the end of year supplier renewal quotes and the raising of PO’s as necessary

· General administration

· Provide reports on Service Desk performance when required.

· Assisting with producing necessary documentation for audits and filing/archiving when required.

· Manage Performance (trackers) updates/Reports when required.

· Assist with Month End responsibilities as directed - journals, invoicing, accruals, WIP & MI reporting.

· To ensure the company Health and Safety policy is adhered to.

· To ensure compliance with the Business Quality Management Systems as it applies to this position.

· To understand and complete all work related documentation accurately and on time for the Client and Site Management Team

· Maintain good communications with the client and internal teams at all times.

· To undertake additional duties in line with capabilities as required.

· To attend Team Briefs with all to ensure cascading of company information/policy and discussing contract performance.

· Ensure that all training is attended and completed in line with company and individual requirements.

· Ensure that a good understanding of the contract is achieved and that time is made available to get familiar with documentation and manuals required to fulfil the role.

· To ensure that all documentation relating to the administration are uploaded and attached to all Work Orders in Maximo/central files; to provide record keeping and visibility to the Client, Operations Teams and Management Teams.

· Administer filing for purchase orders, WIP, Quotations.

· Previous experience in Building Services/Facilities Management in a Service Desk Supervisor or Manager role.

· Previous experience of working with Maximo, Evolution and Coupa beneficial.

· Familiarity with SFG20 maintenance standards

· Good knowledge of Microsoft applications Excel, Powerpoint, Word.

· Experience using Sharepoint or similar document management system

Person Specification

· You will need to understand and take responsibility for the fact that this role is pivotal to the successful delivery of the duties of the team.

· You will have strong organisational and time management skills and be able to multi-task effectively.

· You will have good customer focus, be forward thinking and professional.

· You will have excellent communication skills, a “can do” attitude with an eye for detail and be able to transmit and encourage that attitude.

· Strong focus on SLA and KPI delivery

· Strong HR experience

· High standard of literacy and numeracy