FM Duty Manager

Job description / Role

Responsible for “day to day” management and monitoring of planned and unscheduled Facilities Works (including MCC service requests) planned & executed by FM Contractors. Also, the FM Duty Manager shall ensure on commencement and completion of shifts that all current and outstanding service requests are properly coordinated and handover for action to the next Duty Manager shift.

ROLES & RESPONSIBILITIES

Strategic
- Be fully conversant with the functionality and operations of the MCC Help Desk and CAFM system together with all business processes and Standard Operating Procedures (SOP’s), service monitoring / audit checklists and reporting requirements
- Be fully conversant with the FM Contractors Contract, SLA and automated KPI’s and servcie obligations
- Be fully conversant with the Hard FM Contractors PPM plans and scheduled PPM programmes and activity tasks
- Be fully conversant with the Soft FM Contractors service plans, activity plans and programmes
- Be fully coversant with the internal SLA’s between the company FM and other Departments incuding automated KPI’s
- Maintain effective and close working relationships with CAFM Systems Manager, FM Contractor help desk staff and the company FM Line Managers and support staff
- Determine strategy and prepare checklists (in consultation with the company FM Technical Services Manager) for inspection of
- Contractors scheduled and unscheduled works including service requests. Ensure at least 10% of planned and unscheduled works are inspected (on a random basis) against the data generated by the MCC help desk and the CAFM system
- Be proactive in follow up of outstanding service requests and KPI compliance monitoring of FM Contractors
- Be proactive in follow up with end users and customers to investigate and resolve service request complaints

Operational
- Apply professional Quality Control procedures to ensure compliance with the company FM contractual procedures and requirements
- Provide support and advice to the company FM Operations on any contractual issues, problems and disputes with existing company FM outsourcing and related Contracts. As appropriate seek the company Legal Counsel advice
- Provide contractual assistance to FM Operations on FM Contractors proposals for Discretionary Services and Variations to Contract
- Provide contractual assistance to FM Operations on Capital Replacement and asset upgrade works
- Maintain up to date database including Prequalification and related documentation, required from the company FM approved Contractors, Vendors and Suppliers
- Ensure up to date database is maintained on compliance documentation required from appointed Contractors but not limited to such items as:a) Warranties and Guaranteesb) Securities & Bondsc) Insurancesd) Company Registration Certificatese) Contract Expiry & Handover Obligations

People Management
- Recommend training needs for subordinates and evaluate the outcomes of training courses in coordination with the concerned human resources personnel
- Conduct performance appraisals for subordinates according to scheduled plans and recommend necessary actions as per the applied practices

Requirements

- At least a bachelor’s degree in Mechanical or Electrical Engineering.
- Certifications relevant to discipline.
- A minimum of eight years of relevant experience with at least five years in a leadership role in a similar Division preferably in a similar environment.

About the Company

Cielo is the world's leading strategic Recruitment Process Outsourcing (RPO) partner, dedicated to ensuring our clients attract and hire better talent faster, all while providing a world-class candidate experience. Many RPO providers think more like outsourcers than recruiters, but we immerse ourselves in your industry, brand and values, and are accountable for driving real business results. Or, as we like to say, WE BECOME YOU.