Job title : Senior Operations & Services Manager (m / f / d)
Based at : Ingolstadt Village
POSITION SUMMARY
The role holder is accountable for ensuring landlord owned assets are maintained to a high standard, cost effectively, through appropriate safe systems of work (SSoW) and a low impact to the environment.
They will also be accountable for managing Security and Housekeeping third party contractors.
KEY RESPONSIBILITIES
Facilities Management
Asset maintenance
- Centrally owned FM standards are applied effectively at the Village, complemented by local FM procedures being in place and complied with, covering FM operations. Compliance covers VR employees and maintenance suppliers.
- Responsible for SSoW (e.g., PTW) being in place and applied as appropriate to all maintenance jobs, with appropriately qualified / trained personnel.
- FM supplier contracts are managed effectively through performance management to ensure Health & Safety (H&S) standards are met and service standards are being delivered to agreed SLAs
- Accountable for the effective operation of Planon. The operation of Planon includes, but is not limited to, reactive maintenance, planned preventative (PPM) maintenance, hazard identification, PTW issuing, and health & safety near miss and incident management.
- Ensures that Planon’s configuration doesn’t deviate from the Collection-wide standard
Data
Accountable for ensuring asset data is complete and accurate in Planon and the Information Management System. Asset data includes, but is not limited to, the village asset hierarchy, asset register, PPM schedules, as-built drawings, distribution board schematics, and O&M manuals.Data (metrics and reports) is generated through Planon, demonstrating current levels of performance. The data is used to make informed decisions for continuous improvement and addressing service issues.Performance reports, demonstrating FM service quality are generated and shared with key internal stakeholdersMonitoring utilities (electricity, gas, and water) and issuing reports on energy consumption of landlord assetsEnsure Planon is used to provide real time updates on job status to colleagues and suppliersCollate / provide data as requested for sustainability assessments and reporting (e.g., BREEAM In Use, GRESB, EPC, CRREM)Compliance
Team members (VR and suppliers) are skilled to comply with SSoW and statutory requirements, including refresher training at appropriate intervalsLead regular reviews of FM’s risk assessments and method statementsRegular internal H&S audits are conducted, providing assurance that SSoW are being complied withProvide reports to stakeholders on any agreed compliance metrics (e.g., H&S reporting through Planon)Front up any external audits / inspections from local authorities / statutory bodies.Contribute to / support any H&S related investigationsLead on village compliance to the Group Health and Safety StandardsLead on Village Security contract, compliance and resourcingLead on Village Housekeeping and Landscaping contracts and resourcingCapital investment
Develop and maintain a 10 year capex plan, based on condition reports and asset data, to ensure the planned replacement of existing assets before their end of lifePropose and / or evaluate Village asset enhancement projects, and through the FM team, project manage those that are supportedPeople
Line manage direct reports (FM manager; FM system and data manager)The FM point of contact for the Business DirectorCommunicate effectively and develop positive relationships with key business stakeholdersWork collaboratively with all VR colleagues and maintenance suppliersActively engage in My Story development with your direct report and line manager to maximise potential and support succession planningOngoing continual professional development of direct reports and oneself, to ensure high service quality is maintainedContinual Improvement
Adopt a growth mindset and promote continual improvement, through proactive analysis of Planon dataHighlight, identify, assess and resolve problems that arise in order to mitigate issuesContribute to the development of Operations strategyFinance
Develop the opex forecast for current year +1Manage / track the opex budget against the forecastWorking with the Real Estate team, design financial reports to assist management informationEnsure the protection of assets by carefully designing PPM in Planon to in-country standards (e.g., SFG20 / CIBSE M standards)Ongoing maintenance of the 10-year capex planAdopt a ‘Four Pillars’ approach ensuring coordinated delivery of services
Drive continuous improvement and promote delivery of the Four Pillars (Retail, Real Estate, Hospitality and Creation of Experience)Collaborate with other departments / colleagues to ensure services are delivered efficiently and in a timely mannerDrive adoption of a four pillars approach by service partners and designated Value retail employeesManagers / supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy. In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.
BACKGROUND & SKILLS :
Three years’ minimum experience in an FM leadership roleExperience of working with a CAFM systemRecognised Health and Safety qualificationIdeally, have luxury retail experience in a hospitality, commercial or retail environmentExcellent attention to detailStrong interpersonal skillsGreat team player with the ability to work under pressureFluent in English and German language, both written and spokenExcellent computer skills