Job title: Senior Operations & Services Manager (m/f/d)
Based at: Ingolstadt Village
POSITION SUMMARY
The role holder is accountable for ensuring landlord owned assets are maintained to a high standard, cost effectively, through appropriate safe systems of work (SSoW) and a low impact to the environment.
They will also be accountable for managing Security and Housekeeping third party contractors.
KEY RESPONSIBILITIES
Facilities Management
Asset maintenance
1. Centrally owned FM standards are applied effectively at the Village, complemented by local FM procedures being in place and complied with, covering FM operations. Compliance covers VR employees and maintenance suppliers.
2. Responsible for SSoW (e.g., PTW) being in place and applied as appropriate to all maintenance jobs, with appropriately qualified / trained personnel.
3. FM supplier contracts are managed effectively through performance management to ensure Health & Safety (H&S) standards are met and service standards are being delivered to agreed SLAs
4. Accountable for the effective operation of Planon. The operation of Planon includes, but is not limited to, reactive maintenance, planned preventative (PPM) maintenance, hazard identification, PTW issuing, and health & safety near miss and incident management.
5. Ensures that Planon’s configuration doesn’t deviate from the Collection-wide standard
Data
6. Accountable for ensuring asset data is complete and accurate in Planon and the Information Management System. Asset data includes, but is not limited to, the village asset hierarchy, asset register, PPM schedules, as-built drawings, distribution board schematics, and O&M manuals.
7. Data (metrics and reports) is generated through Planon, demonstrating current levels of performance. The data is used to make informed decisions for continuous improvement and addressing service issues.
8. Performance reports, demonstrating FM service quality are generated and shared with key internal stakeholders
9. Monitoring utilities (electricity, gas, and water) and issuing reports on energy consumption of landlord assets
10. Ensure Planon is used to provide real time updates on job status to colleagues and suppliers
11. Collate / provide data as requested for sustainability assessments and reporting (e.g., BREEAM In Use, GRESB, EPC, CRREM)
Compliance
12. Team members (VR and suppliers) are skilled to comply with SSoW and statutory requirements, including refresher training at appropriate intervals
13. Lead regular reviews of FM’s risk assessments and method statements
14. Regular internal H&S audits are conducted, providing assurance that SSoW are being complied with
15. Provide reports to stakeholders on any agreed compliance metrics (e.g., H&S reporting through Planon)
16. Front up any external audits / inspections from local authorities / statutory bodies.
17. Contribute to / support any H&S related investigations
18. Lead on village compliance to the Group Health and Safety Standards
19. Lead on Village Security contract, compliance and resourcing
20. Lead on Village Housekeeping and Landscaping contracts and resourcing
Capital investment
21. Develop and maintain a 10 year capex plan, based on condition reports and asset data, to ensure the planned replacement of existing assets before their end of life
22. Propose and / or evaluate Village asset enhancement projects, and through the FM team, project manage those that are supported
People
23. Line manage direct reports (FM manager; FM system and data manager)
24. The FM point of contact for the Business Director
25. Communicate effectively and develop positive relationships with key business stakeholders
26. Work collaboratively with all VR colleagues and maintenance suppliers
27. Actively engage in My Story development with your direct report and line manager to maximise potential and support succession planning
28. Ongoing continual professional development of direct reports and oneself, to ensure high service quality is maintained
Continual Improvement
29. Adopt a growth mindset and promote continual improvement, through proactive analysis of Planon data
30. Highlight, identify, assess and resolve problems that arise in order to mitigate issues
31. Contribute to the development of Operations strategy
Finance
32. Develop the opex forecast for current year +1
33. Manage / track the opex budget against the forecast
34. Working with the Real Estate team, design financial reports to assist management information
35. Ensure the protection of assets by carefully designing PPM in Planon to in-country standards (e.g., SFG20 / CIBSE M standards)
36. Ongoing maintenance of the 10-year capex plan
Adopt a ‘Four Pillars’ approach ensuring coordinated delivery of services
37. Drive continuous improvement and promote delivery of the Four Pillars (Retail, Real Estate, Hospitality and Creation of Experience)
38. Collaborate with other departments / colleagues to ensure services are delivered efficiently and in a timely manner
39. Drive adoption of a four pillars approach by service partners and designated Value retail employees
Managers / supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy. In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.
BACKGROUND & SKILLS:
40. Three years’ minimum experience in an FM leadership role
41. Experience of working with a CAFM system
42. Recognised Health and Safety qualification
43. Ideally, have luxury retail experience in a hospitality, commercial or retail environment
44. Excellent attention to detail
45. Strong interpersonal skills
46. Great team player with the ability to work under pressure
47. Fluent in English and German language, both written and spoken
48. Excellent computer skills