Technical Services Delivery Manager - Deputy FM

Objectives

• To provide operational management of Facilities Management Delivery across the Prison, ensuring consistently high standards of service delivery, compliance, and customer satisfaction.
• To deliver innovation, continuous improvement, and best practice in FM service operations, in collaboration with the Mitie Centres of Excellence and other relevant stakeholders.
• To oversee the performance and development of service delivery teams, ensuring effective resource management and adherence to budgetary constraints

To deputise for the Head of FM as requested

Responsibilities

• Provide strong leadership and governance for the delivery of Hard and Soft services including mechanical, electrical, plumbing, fabric and cleaning/Stores function.
• Develop a maintenance and repair stragety to optimise the life of HMP Millsike assets with sistainability at the heart aligned to ISO5001
• Provide oversight, governance and input into the asset forward maintenance plan, build and maintain strong relationships with key stakeholders, including the Client, Internal, and supply chain partners.
• Provide leadership, direction, and support to service delivery teams, fostering a culture of high performance, collaboration, and continuous improvement across the Site.
• Ensure contract requirements and CDIs are consistently met, and that service delivery exceeds expectations.
• Develop, implement, and monitor service delivery plans, policies, and procedures across the region, aligning with the Client's property strategies and objectives.
• Proactively identify and implement service improvements, cost efficiencies, and innovative solutions to enhance service delivery and customer experience.
• Lead and oversee the Facilities Management Department, ensuring compliance with all relevant legislation, regulations, and best practice through their direct reports.
• Collaborate with Strategic Partners in providing FM spaces for Prisoners to work alongside and support both the FM delivery and their rehabilitation and preparedness for release.
• Monitor and analyse service response times, customer feedback, and other performance data to identify trends and areas for improvement.
• Manage the financial requirements and monitor performance against set budgets, ensuring cost-effective service delivery
• Effectively resource the team and take a proactive approach through business forecasting.
• Is the operational focal point for any escalated service issues, responsible for resolving them promptly and professionally to ensure minimal disruption to the Client's operations.
• Participate in and proactiviely engage in audits and inspections, ensuring compliance with all requirements and implementing corrective actions as needed.
• Working closely wth the Head of Sustainabilty and the Prison Senior Leadership Team for a joined up apporach to the safe, decent and secure prison.
• Adhere to security procedures and protocols relevant to the specific prison or probation setting.
• Be vigilant and report any suspicious activity or security concerns to the appropriate authorities.

Competencies

• Experienced in building services maintenance, via apprenticeship or equivalent training, the Candidate must hold an appropriate Engineering qualification
• Must possess a Health & Safety qualification, such as IOSH (Essential) or NEBOSH (Desirable)
• Membership in a relevant industry body (e.g., IWFM, CMI, or Tech/CMIOSH) is required
• Working knowledge of SFG20 Maintenance Task Schedules
• Ability to manage and prioritise multiple tasks and projects effectively.
• Extensive experience in Hard FM Services Delivery and soft services management.
• Excellent leadership, communication, interpersonal, and problem-solving skills.
• Experience managing teams along with HR issues including recruitment, employee relations, staff development, and absence management.
• Proven ability to develop, implement, and monitor service delivery plans, policies, and procedures.
• Strong understanding of relevant legislation, regulations, and industry best practices.
• Provide leadership and governance for the delivery of all hard servcies including mechanial, electrical, plumbing and fabric maintenance
• Effective Financial management and budgeting skills.
• Proficiency in relevant IT systems and software.

Contract Stakeholders

The role holder will collaborate and engage with the following stakeholders:

• Primary Stakeholders: FM Departmental Supervisors and FM staff, Contractors, Custodial Managers, On-site Strategic Partners, Helpdesk Co-Ordinators, APOM, Prisoners.
• Secondary stakeholders: Prison Director and other SLT Members, Other Mitie Colleagues including Projects, Other Client Representatives. Head of Sustainability, Client Controller, Inspectors and visitors to site.