Head of Service Delivery

Job Title: Head of Service Delivery

Line Manager/Reporting to: Managing Director

Locations: Mid Ulster Depot, Castledawson (with travel to other operational depots as required)

About us:

Established in 1974, CFM is a multi-award-winning all trades construction and maintenance company servicing clients across the public and private sector. Innovation has been central to the growth of the business, with CFM trusted and valued by clients throughout Northern Ireland.

The business has grown rapidly over the last 5 years and currently employs 230 staff across 5 locations, with ambitious plans to scale to 5,000 team members as part of our 10-year vision to help support the lives of 1 million people throughout the island of Ireland.

As a business, we deliver high-quality maintenance and improvement services within local government, social housing, healthcare and with leading commercial and industrial companies, having responsibility for a portfolio of 40,000+ properties, delivering approximately 2,000 repairs and projects per week.

As a family business, our team are our most important resource, united by our strong company values. Our team are Committed, Focused and Motivated to help achieve our vision to support the lives of 1million People, by maintaining & regenerating 100,000 places, ensuring that our operations create a sustainable Planet for tomorrow.

About the role:

Reporting directly to the Managing Director, the Head of Service Delivery will have overall responsibility and accountability for excellent operational service delivery and sustainable growth of CFM’s operations. You will develop an Operations Strategy for implementation across the business units to ensure consistency of delivery across contracts, maximising profit while driving efficiencies, controlling costs and building client relationships.

This role is key to the sustainable growth of CFM. You will be highly commercial with excellent interpersonal skills to build a motivated, best-in-class team through effective leadership and management of staff and support teams.

What we offer:

We are a multi-award-winning company with a very exciting 10-year vision and at the heart of this vision is our People and our desire to create a positive impact in all that we do.

As a business we are committed to encourage and inspire in all that we do, motivating our teams to reach their full potential through a collaborative approach focused on building the skills needed for the future.

Key Responsibilities

• Strategic & Commercial Planning
• Works with the Leadership Team to create, implement and communicate the company strategy, business priorities and targets for operational teams ensuring there are systems in place to enable senior management to utilise accurate information via dashboards in a timely manner.
• Oversee and supports the commercial delivery of projects, ensuring that all commercial processes & reporting are being delivered.
• Track and complete complaint closure reports, NCR and Continuous Improvements and perform root cause analysis and implement relevant corrective actions.
• To identify themes of process and system issues that are creating high volumes of queries, help trouble shot and assist teams to problem solve identifying and implementing system solutions.

Operational Responsibility

• Translates the strategic goals into operational plans and personalized OKRs to achieve the required targeted sustainable growth in contracts and profitability.
• Takes decisions on matters relating to the day-to-day operations including the allocation and strategic planning of resources.
• Lead out and deliver business improvement processes/LEAN, taking responsibility for delivery and oversight of all quality improvement initiatives across depots/contract areas.
• Ensure works are completed in line with company policy/processes via operative mobile PDA and that the CFM CAFM system is accurately updated with all relevant information being available for admin, QS’s to value and submit jobs accurately achieving contract KPIs.
• Providing support, guidance and training to direct labour & sub-contractor staff ensuring operatives clearly understand their roles, contract compliance, and achieve high levels of satisfaction.
• Manage depot stores & material handling function, co-ordination, and management of day-to-day duties of stores team, ensuring material handling is efficient and effective while promoting and driving LEAN work practices.
• Ensure operations comply to all policies and procedures relating to Environmental, Quality, Health & Safety; influences any changes necessary to meet statutory requirements, ensuring minimum risk to all stakeholders.
• Responsible for Health & Safety of personnel, including ensuring toolbox talks are delivered, RAMS are being utilised and issued along with excellent document recording & carrying out regular H&S Inspections on the SHEQ compliance App meeting monthly targets on compliance.

Leadership & Stakeholder Engagement

• Attends, chairs & leads business units weekly/ monthly management meetings ensuring balance score card targets are achieved for the depots/contracts which help evolve and develop processes and business delivery.
• Where appropriate represents CFM at client meetings ensuring CFM’s representation and position on all contract matters is maintained and promoted to the highest standards & with professionalism.
• Spends time on site with teams and customers to understand and identify business critical issues to ensure the alignment of tactics and strategies.
• Liaise daily or as required with Customer Success Administrators, Planners, Heads of Operations, Contracts Managers, Supervisors, Project Managers, Administration Supervisor and Quantity Surveyors on updates, ongoing works & implementation of processes to ensure excellent service delivery across business units.
• Works with HR to ensure people management issues are satisfactorily resolved and relevant HR policies and procedures are adhered to. Chairs disciplinary, grievance, capability hearings and appeals as required.
• Ensure there is effective induction of all new staff and supply chain ensuring they receive adequate training and advice on job role and company processes prior to them commencing work.
• To perform any other duties as may be reasonably required to ensure successful delivery of all ongoing works and contracts within the CFM workstream.

OKR/KPIs:

• Successful implementation and delivery of contracts that achieve client KPI’s & contractual obligations
• Implementation of corporate strategy and goals - OKR’s
• SHEQ compliance
• Efficient & effective client and internal KPI targets are met and maintained via the utilisation of IT reports and systems
• Attracting, retaining, and developing talent and culture at levels of the business via initiatives mentioned above
• Continuous Professional Development

Our Requirements:

Essential 

• CSR Supervisory Card or NVQ equivalent
• Extensive business experience including relevant multi-site gained within the construction & Facilities Management sector
• Experience in managing relationships at a senior level and managing a diverse (in terms of skill base and experience) team of people
• Strong operational, commercial & contractual capability and understanding
• Good written & verbal communication skills
• A valid UK Driver’s Licence

Desirable Criteria

• Previous experience in a leadership role
• IT skills & knowledge of Microsoft applications (Outlook, Word, Excel,)
• Previous experience in working on Measured Term Maintenance/ Government Contracts.

Competencies

• Strong organisational skills
• A collaborative team player – concerned with the team success as well as individual performance
• Visible Leadership skills – can motivate others to achieve
• Good communication & interpersonal skills
• Be able to foster a team ethic
• Ability to focus, prioritise and delegate
• Ability to keep track of multiple tasks or projects
• Time management

Our Values at CFM:

Our United Nations Sustainable Development Goals:

Here at CFM we are passionate about playing our part in maintaining a sustainable planet for all. By connecting our purpose and values to the UNSDG’s we are ensuring that we keep a strategic and refined focus on achieving and living this daily.