Contract Manager

Purpose of the Role:

To provide a professional and effective strategic facilities management service delivery to the Hard services FM department meeting all contractual obligations.

Responsibilities/Duties:

1) Operational

• Develop a first-class service to meet the requirements of the client as per contractual agreement.
• Actively manage the Operation Management Team to maintain compliance with requirements outlined in contract, ensuring all outlined requirements of PRS (Performing rating system – KPI’s) are met with necessary evidence.
• Prepare business plans and forecast budgets, as required. Ensure all budgets and costs for contracts accurately reflect contractual obligations, offer value for money for clients and provide optimum revenue.
• Ensure that operational activities meet and integrate with the organizational requirements for HSEQ, legal and statutory requirements and general duty of care.
• Identify, develop, implement, and review FM based solutions that clearly demonstrate added value to the client’s requirements.
• Maintain strategic overview on service progress, from a commercial and technical perspective. Level of authority to react to urgent requirements and financial authorization to meet customers’ requirements.
• International benchmarking of key deliverables in operations & energy consumption.
• Ensure high levels of customer satisfaction are monitored, measured, and managed.
• Constantly assess the risk to the Company for delivery of all FM provisions. Respond and control FM services in emergency situations.
• Management of Asset Life cycle and condition monitoring, maximize the life cycle of the contract by aligning the FM team with the business drivers of the client.
• Manage Technical proposals for system improvements and CAPEX investment plan.
• Implement a culture of continuous improvement and best practice strategies to ensure a consistently high level of service delivery, response times and contract compliance.
• Develop and maintain standard operating procedures, contingency plans, emergency response procedures, preventive maintenance programs and all technical documentation.
• Develop and maintain strong and supportive relationships with clients, service providers and third parties.
• Foster and develop beneficial partnerships by attending weekly, monthly review meetings. Develop and nurture relationships with key clients and contractual service delivery requirements.
• Ensure that corporate policies and procedures are strictly adhered to, to maintain the integrity of the operational activities.
• Develop and prepare all periodic progress, engineering, and management reports, as required.
• Ensure zero backlogs in closing service requests and updating client on daily basis on progress and challenges.
• Develop tracking and communication mechanisms ensuring regular updates to client regarding 24/7 operations.
• Daily monitoring, analyzing and decision making on project deliverables.

2) Processes, Systems & Procedures:

• Produce FM policies, procedures, and processes to underpin SLA's, KPI's, EFS group standards, plus any additional statements specific to the needs of the client.
• Consistently monitor processes, systems, and procedures to maintain optimum customer service, efficiency, and accuracy.
• Comply with all processes and procedures (Human Resources, HSEQ, Finance, Information Technology, Procurement, Operations) which include compliance with all applicable rules and regulations of the local labor law.

3) Leadership & Management:

• Develop, lead, motivate and inspire a professional team enabling them to meet both personal and business targets. Provide clear operational direction and support to the team.
• Monitor and evaluate performance levels of employees. Proactively identify opportunities to improve performance indicators.
• Strong teamwork ethic and promotion of customer service excellence.
• Demonstrate leadership and management skills. Able to drive change management and reduce costs.
• Proactively manage and take ownership of issues. Seek equitable and creative solutions to problems.
• Agree and review performance objectives for each team member. Carry out annual reviews. Use the process to improve employees who are not meeting requirements of role.
• Encourage employees to support the operational business objectives by sharing knowledge and to develop a creative approach to their work and to ‘think outside the box.

4) HSEQ:

• Management of HSEQ practices and policies.
• Ensure compliance with all legal obligations and regulations.

Educational Qualifications, Experiences, Skills:

• Bachelor’s degree in facilities management, engineering, or a relevant business/commercial qualification.
• HSEQ certificate/diploma is an advantage.
• Certified in RCM & Lean Six Sigma, IFMA/MEFMA certification preferred.

Experience:

• Minimum of 10 years of management experience in a Facilities and contract management environment with experience of technically complex and multi-disciplined sites with 24/7 operations across GCC.
• Minimum of 15 years hands-on experience in facilities management.
• Significant management experience with strategic and budgetary responsibility gained within a major organization. Strong commercial mindset and financially fluent.
• Excellent time management skills and able to work to meet strict deadlines including weekends and public holidays as per the project requirements.
• Experience of working in a fast-paced and highly demanding environment, working parallelly with multiple stakeholders.

Job Knowledge & Skills:

• Provide high level of customer service to both internal and external customers. Prompt response to queries in writing or by telephone.
• Effective organizer and implementer. Ability to provide a high standard of administrative support. Able to implement administrative processes and proactively resolve problems.
• Motivational and ambitious leader with the ability to drive change in business and performance management processes.
• Excellent influencing, interpersonal and communication skills. Strong and professional presentation, written and verbal skills.
• Takes ownership of issues. Seeks equitable and creative solutions to problems. Manages by example.
• Experienced user of software packages including MS Excel, MS Word, MS Access, MS PowerPoint, and MS Office. Also, a good understanding of BMS (Business Management Systems) and CAFM (Computer Aided Facilities Management Systems).
• Fluent English language ability both spoken and written.