Technical Services Delivery Manager (Deputy Head of FM)

Job Role

Technical Services Delivery Manager (Deputy Head of FM)

Location Type

HMP Millsike

Reports To

Head of FM

Direct Reports

Departmental Supervisors - Mechanical, Electrical, General and Soft Services, Waste Manager.

Objectives

• Support the Head of FM in delivering operational management of Facilities Management Delivery across the Prison, ensuring consistently high standards of service delivery, compliance, and customer satisfaction.
• Deliver innovation, continuous improvement, and best practice in FM service operations, in collaboration with the Mitie Centres of Excellence and other relevant stakeholders.
• Oversee the performance and development of service delivery teams, ensuring effective resource management and adherence to budgetary constraints.
• Deliver Hard Services requirements aligned to statutory, contractual and SFG20 maintenance standards.
• Depute for the Head of FM as requested.

Responsibilities

• Provide strong leadership and governance for the delivery of Hard and Soft services; oversee the delivery of mechanical, electrical, life safety, security, specialist and water system maintenance.
• Manage PPM generation, completion, reporting, trend analysis while implementing robust change control processes.
• Develop a maintenance and repair strategy to optimise the life of HMP Millsike assets with sustainability 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.
• 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.
• Act as the operational focal point for any escalated service issues, resolving them promptly and professionally.
• Participate in and proactively engage in audits and inspections, ensuring compliance with all requirements and implementing corrective actions as needed.
• Work closely with the Head of Sustainability and the Prison Senior Leadership Team for a joined up approach 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

• Experience of TFM delivery in a prison environment preferred.
• Working knowledge of CAFM systems and PPM plan/delivery.
• Experienced in building services maintenance, via apprenticeship or equivalent training; holding an appropriate engineering qualification.
• Possess a health & safety qualification, such as IOSH (essential) or NEBOSH (desirable).
• Membership in a relevant industry body (e.g., IWFM, CMI, Tech/CMIOSH) 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 delivery of all hard services including mechanical, electrical, plumbing and fabric maintenance.
• Effective financial management and budgeting skills.
• Proficiency in relevant IT systems and software.

Contract Stakeholders

• Primary stakeholders: FM departmental supervisors and FM staff, contractors, custodial managers, on site strategic partners, helpdesk coordinators, 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.