Night Shift Operations Manager (Soft Services) – Railway

  • Permanent
  • London
  • Salary: £ 34000.00 per annum
  • Job Reference: JS/HQ00011687

Night Shift Operation Manager (soft Services) – Crossrail

The function will be to manage the night shift Station Presentation Team in primarily carrying out periodic heavy cleans and morning daily cleans and to further assist the Contract Operations Manager (COM) in all elements of soft service delivery and to develop capabilities in the soft services arena, especially within the Rail environment.

There will also be responsibilities to:

Manage soft service in compliance with contractual requirements and internal policies and procedures.
Directly manage a multi-site team of directly employed and agency operatives and the supply chain.
Develop the service as demands dictate over time, this includes resources, equipment and infrastructure.

Operational management will be achieved via the practical implementation of the company’s management systems and the utilisation of the operations manager’s knowledge and experience, increasing the quality of output from operatives, maximising the effectiveness of sub-contractors and ensuring efficient use of materials and equipment.

The Night Shift Operations Manager shall report to the COM.
The Night Shift Operations Manager shall have a team reporting directly to them. Liaison will be required at all levels of the business (internal & external).

To ensure the satisfactory performance and further development of all contracts and accounts for which he/she is responsible across the full coverage of contracts where soft services are present and either self delivered or sub contracted this will include;

Ensure Soft Services contracts are run in a profitable manner by effective use of all resources.
Take full responsibility for all quality, environmental and health & safety and training (QUEST) issues in relation to the service for which he/she is responsible in compliance with company policies, legal requirements and guidance notes.
Take an effective lead, in reducing KPI financial performance penalties, aligned with the contract.
Management of CAFM systems in relation to work orders, SLA’s & KPI’s.
Compliance with contractual requirements.
Maximisation of extra revenue streams.
Client satisfaction.
Shared responsibility for all day to day management, control, co-ordination, execution of all operations under their remit.
Identifying and implementing innovations to improve service delivery.
Ensure, demonstrate, review and monitor compliance, to meet the expectation and needs of the Client, the quality and organisational goals of the company and satisfy the requirements of British and International standards.
Productions of reports at regular intervals determined by contract; detailing physical and financial progress, including monitoring of specifications by KPI’s.
Actively demonstrate performance utilising internal /external benchmarking & auditing processes to ensure contract compliance and develop areas for continuous improvement.
Provision of technical advice and problem solving function.
Monitoring and professional oversight of all works to ensure and exceed required quality levels.
Provide management support as required.
Ensuring the availability of and if required participation in the provision of a 24/365 emergency on call service, as required.
Developing the competency of themselves and others through a commitment to continuing professional development.
Developing the contract base and supply chain throughout the UK.
To maintain a driving licence to remain mobile.
Carry out other tasks commensurate with the role.

Ongoing account management including:
Client satisfaction.
Contract profitability.
Quoting for soft services contracts, in conjunction with Bid Team, and other works that may arise from time to time.
Maximisation and management of quoted works.
Effective sourcing and utilisation of equipment, materials and subcontractors.
Monitoring the quality of the work carried out by the workforce through programmed and random on site audits and the ongoing review of issues arising.
The timely and accurate production of all client reporting requirements including the design and generation of any bespoke reporting that supports inter company relationships and has the potential to further develop the contract base.
Ensure the development and potential of all direct reports, to encourage resilience and succession planning within the organisation
Encourage and liaise with the client for other service provision to expand the scope of the contract into the supply of other services

SKILLS & ATTRIBUTES:The successful candidate will have the following:

Formal technical education in soft services/cleaning discipline to a minimum of HNC level or equivalent and a minimum of at least 3 years relevant experience in a soft FM multi-site position of authority.

An experienced soft services/cleaning practitioner with at least 5 years post training experience and a minimum of at least 3 years relevant experience in a soft FM multi-site position of authority.
A full driving licence.
Railway operational delivery experience; to include station cleaning, depot cleaning and potentially turn around clean and tanking duties.
PTS accredited.
BICSc certification to an appropriate level would be an advantage.
Experience of operating a management system i.e. ISO 9001:2000, 14001, 18001.
A pro-active attitude.
Good IT/computer skills.
The ability to manage chargehands and operatives.
Excellent communication skills including verbal and the written word.
Excellent people skills and the ability to form relationships with clients and to exceed customer expectation.
Approachable demeanour and a demonstrable commitment to team working.
Practical knowledge of the soft FM industry, particularly in the Rail industry.
Successfully delivering similar contracts in the geographic area.
Ideally will have client contacts, which may be used to develop profile in the geographic area.
Understanding of the availability and selection of sub-contractors and specialist service providers in the area.
A commitment to continuing professional development.

This is a permanent staff position and attracts a benefits package.
Salary will be negotiable and agreement will be dependant on qualifications and experience. 35 days holidays including bank holidays.

Hours of work will normally be Mon Fri: 22.00 07.00, however a flexible approach is required due to the 24/365 service delivery requirements of the contract.

Start Date: 24 Dec 2018