Technical Services Manager

Background and Objective

The Technical Services Manager, TSM  is responsible for managing the high standard of operational services in Mechanical, Electrical and public health systems required across The Crown Estate “TCE” portfolio, ensuring consistent, seamless and efficient standards are met, to ensure the Occupiers and their visitors can focus on their core business.

The TSM ensures that the service partners allocated perform as a cohesive team reflecting the vision and ambition of TCE. The role requires the effective management of these partners to provide the services within the scope, budget and in accordance with their contractual obligations, SLA’s and key performance indicators.

The delivery of services is for maximum customer satisfaction, by fostering strong and long-lasting working relationships with stakeholders.

The TSM will work in collaboration with all members of JLL & The Crown Estate team as well as deputising in the absence of the Technical services Director.

TCE have signed up to the World Green Building Councils Net Zero Carbon Building Commitment, and the Better Building Partnership Climate change commitment.

The TSM will actively manage the energy & building performance. Managing the supply partners to deliver optimised energy efficiencies and provide reporting that demonstrates compliance.

Operational/ Technical

• Develop and implement operational best practices and working initiatives

• Carry out all other general tasks as directed by the Technical services Director within an appropriate timeframe

• Implement continual improvements to the department’s service delivery

• Ensure building regulations, statutory obligations, legislative compliance, and best working practice are delivered

• Effectively contribute to the completion of individual buildings Activity Calendar and significant building events. I.e. Annual evacuation exercises, monthly scenario testing, audits, events, and document review

• Proven track record of technical problem solving

Assist the Technical services Director with:

• Ensuring operations of Life safety systems and building essential services and operations.

• Vertical Transportation (VT) Maintenance.

• Access equipment and all man safe systems including any vertical access and egress systems.

• The coordination and management from a JLL perspective the transition and handover from the commissioning contractors’ teams over to business as usual day to day operations.

Customer Orientation

Foster and develop a unique One Team relationship between the management team, service partners and all other stakeholders to create a seamless and unified customer experience

Engagement & Communication

• Present with confidence in delivering training and presentations to colleagues and peers

• Adopt and communicate the team and building brand visions and values in undertaking all duties, ensuring those working within your department and under your management follow your lead

Contract and People Management

• Engage with allocated service partners and develop a partnering ethos with their senior management, account management and operatives. Ensuring all Service Partners operate as a collective and collaborative team

• Lead by example to represent the brand values and deliver set objectives

• Develop and implement procedures, standards, and guides for operational excellence

• Ensure that any one-off and non-contractual operational tasks are fulfilled to a high specification and within a dedicated timeframe, to include out of hours services for occupier events and special projects

• In contracts you are responsible for, continually improve service partner’s productivity standards.

• Contract Management includes but not limited to: Mechanical, Electrical, and public health systems

• Effectively manage the allocated service partners and their contract performance, including managing key relationships, monitoring contract administration, and driving operational improvements; ensuring work output is in line with contractual obligations

• Meet monthly with core service partners and ensure Key Performance Indicators (KPIs), Service Level Agreements (SLA’s) and reports are completed promptly and accurately

• Ensure all contracts are maintained within the agreed budget, and seek alternative ways to improve customer service and reduce expenditure

Health Safety and Environmental & Sustainability Management

• Be comfortable with statutory compliance, health and safety risk management and any sustainability requirements

• Play a role in ensuring sustainability is at the heart of The Crown Estate’s vision by way of social and corporate responsibility activities.

• Assist implementing the vision and plan for the building to maintain a constantly improving environmental performance which engages the building occupiers.

• Identify and capture operational data to improve the effectiveness and efficiency of service value, performance, and excellence

• Lead in energy management for the portfolio at individual building level. Ensuring that buildings are being operated at optimum performance and energy is being closely managed and Reported on.

• Maximize energy efficiency, create, and oversee the implementation of short and long-term projects and strategies that increase energy efficiency, reduce greenhouse gas emissions, and minimize unnecessary consumption

Qualifications – Experience

• Preferably professionally registered (IEng or CEng) or working towards this

• Preferably HNC or Degree in Building Service Engineering or relevant engineering subject

• Preferably equivalent minimum 10 years’ experience at Technical engineering management level.

• Membership or Associate Membership of BIFM, RICS and or IOSH

• National General Certificate in Occupational Safety and Health – accredited by NEBOSH

• Proven track record of technical problem solving

• Ability to communicate technical subject to non-technical customers and team members

• Ability to produce technical reports

• Extensive mechanical, electrical BEMS and SMART buildings services knowledge

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