Technical Bureau Contracts Supervisor

The Technical Bureau Contract Supervisor is crucial to the delivery of Remote Alarm Monitoring, Lighting and HVAC streams whilst supporting with technical assistance to all Technical Bureau operators. This role will require you to supervise, influence and build strong working relationships with the client, internal City teams and City Engineering teams.

The role is responsible for effectively planning and leading Technical Bureau Operators to ensure all client disciplines are completed to the agreed standard and comply with all regulatory and company standards. This role is also responsible for overseeing all technical standards within the operation.

The requirement to manage a budget and service delivery in a cost-effective manner is critical whilst ensuring compliance with customer and company Health & Safety requirements at all times,

• Always represent the company in a professional manner and develop a good working relationship with the Technical Bureau staff and the clients.


• Provide technical support and coaching to the Technical Bureau Operators.


• Ensure under performance on KPI's is understood and action plans are in place to drive improvement.


• Support the Technical Bureau Management and Specialists on all technical, people and FM process issues.


• Provide cover for Technical Bureau Manager during times of absence, holidays, and meetings.


• Provide management information and reporting as required facilitating a qualitative and quantitative approach to monitoring operations.


• Attend / hold meetings (in line with meeting schedule) with clients and City Senior Management.


• Building relationships with other departments to ensure a high level of engagement for all aspects of training and technical services.


• Master the Technical and Business aspects of the client requirements to propose proactive action plans.


• Be the customer's point of contact for any technical aspect, including monitoring and incident resolution.


• Monitor problems to implement improvement plans (reactive and proactive).


• Develop and manage comprehensive project plans to enable appropriate execution and monitoring of progress.


• Assist in the definition of project scope, involving all relevant stakeholders and ensuring technical feasibility.


• Drive the development of project requirements, objectives, and associated project documentation


• Regular field/management engagement and management; building strategic, value-adding relationships and driving performance through data-driven management and relationship building


• Act as an escalation point, managing all stakeholders, for all matters concerned with the Technical Bureau function and support requests raised both within and outside of standard Bureau coverage and within the defined limits of time, knowledge, and contracted service levels.


• Compliance with all of City policies and procedures.


• Comply with health & safety legislation and Company processes


• Assist in day to day Technical Bureau operations with hands on approach to tasks


• Carry out any reasonable management request.


• Participate in the Technical Bureau on call rota.


Financial Responsibility:

• This role is responsible for Identifying and delivering business development opportunities within the budget to fund additional services to the customer. Managing all capital plans and projects jointly with the Customer and designated Managers, ensuring they are scoped and completed to specification within budget to optimise value and service delivery.


People Responsibility

• This role is currently responsible for managing a technical team of Senior and Technical Bureau Operators. As the business grows, the team size may increase accordingly.


• Participate in the recruitment and selection process of Technical Bureau vacancies.


• Analyse performance of the Bureau Operator activities and resolutions, identify problem areas, and devise and deliver solutions to continually improve the service provided.


• Lead, manage and develop the personnel who make up the Technical Bureau to ensure they can deliver the appropriate services to our client base in line with our contracts commitments to meet or exceed both the client and business requirements.


• Conduct disciplinary and grievance investigations.


• Carry out annual appraisals and probationary reviews.


• Ensure minimum staffing levels are always met in line with holidays requests and sickness.
  
  Educated to GCSE / Standard Grade level as a minimum.


• A working knowledge of Technical Bureau maintenance service systems is essential, with previous working knowledge of a multi-client contracted environment being desirable.


• Previous experience of effectively leading and managing a team is essential.


• Previous experience of developing client relationships at a senior level would be advantageous.


• Strong PC literacy, with experience in extracting, collating, and presenting performance data along with a good understanding of the Mercury system.


• Strong communication skills, both written and verbal


• Excellent planning, organising, prioritisation and project management skills


• Strong results focus, takes accountability for own performance and that of the team


• Effective problem-solving and decision-making


• Highly flexible and self-starting. The role will have many challenges and a flexible approach will be needed.
  
  In 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings. The pair set out with one goal - to make a positive change in the facilities management industry.


The Haugheys founded their enterprise on the values of collaboration and transparency, replacing client/contractor relationships with long-term, mutually beneficial partnerships. Each partner receives a unique strategy, shaped by the needs of the business and implemented by a bespoke, self-delivered model.

It is this focus that has allowed the City Group to grow from its humble beginnings into one of the world's most trusted facilities management companies. The business now employs over 12,000 people and has established divisions across Europe, Australia, North America and Asia. It has also diversified the services it offers to include maintenance and engineering, technical procurement and support, cleaning and ancillary services across retail, residential and commercial markets.

Now more than three decades into its story, City remains rooted in the core values established by the now Lord and Lady Haughey and remains passionate about sharing its unparalleled professionalism, quality, customer service and value with partners around the globe.