Soft Services Manager

We are now seeking a permanent, full time Soft Services Manager to join our team. You will be responsible for managing two of our data centres in Welwyn Garden City and Acton, West London.

Main Purpose of Job:

This is a highly visible role in a fast-paced, change-based environment, where you’ll have daily face-to-face interaction with building users across both all sites. Responsible for delivering safe and compliant activities and services across all the properties on the contract. An integral part of the site teams in ensuring that the soft services activities and waste removal run smoothly.  Liaising with both Dalkia and Colt staff in ensuring the working environment is appropriate for Colt and its clients, successful in supporting business activities and for providing a professional service.

Main Duties

• Support the Facilities Manager with all activities and services within the property.
• Ensure a safe working environment is maintained for customers, staff and contractors and that Health and safety and Dalkia “lifesaving” rules are met on site.
• Plan the work of contractors and in-house teams to deliver essential core services with Cleaning, Waste disposal and other Soft Service Evolutions; using best allocation of team resources.
• Checking that agreed work by staff or contractors has been completed satisfactorily and following up on any deficiencies, carrying out monthly audits on the cleaning standards and sending reports to the Account Director or client.
• Assisting the wider Dalkia team with the delivery of a fully compliant site, supporting the contract with uploading documents to the Colt system, escalating all non-compliant elements to the Account Director. Work with the Client and ensure all Building non compliances are also escalated.
• Responding appropriately to emergencies or incidents as they arise, including the investigations as required.
• Add positively to create the environment to allow the provision of services to the highest achievable standard. Work with the Colt DCS Team and use innovation and best practice to improve the service delivery and customer satisfaction.  Establish and maintain excellent occupancy relationships through coordinated personal contact with the customer, on-site staff, and their management.
• Employ knowledge of Risk management principles to ensure all staff and sub-contractors are working safely and to all provided RAMS, ensure all Dalkia staff are set to work each day, TBT’s are delivered, Generic RAMS are in date, all staff have read and understood the RAMS and this is recorded in the correct site folders. Ensure all staff members are completing dynamic RA’s and all safety briefs are delivered in a timely manner and recorded for audits as required.
• Ensure cost effective delivery of the required services to support the site, ensure the Account Director is supported in remaining in budget across all areas
• Contribute to the delivery of PPM’s and reactive tasks, monitor the CAFM system to ensure all jobs are closed within the KPI deliverable timescales, report any anomalies and asset differences to the Account Director.

• Support the Account Director in building an excellent stakeholder relationship. Conduct regular formal monitoring of quality standards and identifying areas of poor performance for resolution. Ensure Dalkia operating procedures are adhered to and quality procedures are followed. Active involvement in the management of the front of house team and soft service delivery through proactive identification of areas of service failure and proactive problem solving. Adopting and implementing best practice.
• Ensure a safe working environment for all the users of the premises, and offer and provide sound and proficient advice in Health and safety matters in accordance with contractual requirements, in line with qualified competencies. To also include DSE assessment, asbestos and fire and bomb threat management. Provide both proactive and reactive advice and have awareness of all sustainability, energy & environmental, statutory and legislative obligations to minimise risk.
• Work closely with the site team in the management of policies and procedures, staff and contractor inductions. To engage with the helpdesk in resolving building related issues within a timely manner offering solutions and recommendations. Accountability for self and client audits and improvement plans for continued improvements.
• Assisting with managing and leading a service delivery team focused on quality management. Managing contracts and contractors.

Any other duties that may be required and which are considered by the line manager to be consistent with the grade and the general responsibilities of the post and in line with the job profile.

Working for Dalkia gives you access to a wide variety of benefits including:

• Holidays – 25 days plus Bank Holidays plus option to purchase an additional 5 days leave every year. This will increase to 26 after 2 years and 27 after 3 years
• Life assurance – 2x basic salary
• Flexible Benefits Scheme – including eye care voucher, store discounts for major retailers, salary sacrifice electric car vehicle lease scheme, personal IT equipment loans, impartial financial/savings guidance
• Access to wellbeing programme
• Company Sick Pay
• Employee recognition programmes which reward exceptional achievements
• Employee Referral bonus with generous bonuses for ‘referring a friend’
• The opportunity to use one working day per year volunteering to help the local community
• Employee Assistance Programme – free, confidential 24/7 365 support on all lifestyle matters

Requirements

• Experience within the FM sector at similar level, managing delivery, teams, individual and client relationships leading by example at all times.
• Sound knowledge of QSHE – ideally NEBOSH certificate, minimum of IOSH managing Safely certificate
• Good knowledge of SLA’s/KPI’s and measurement procedures
• Good IT Skills – including Microsoft Excel
• Commercially aware with a good understanding of cost controls and budgets
• Ability to work under pressure in a highly demanding environment
• Strong people and team management skills

At Dalkia, we are committed to equity, diversity, and inclusion. We ensure that every applicant is treated fairly and respectfully throughout our selection process. If you require any adjustments, please inform us in confidence. Our talent acquisition team is here to assist you.