Command Center Operations Manager

Job Introduction

We are looking for Command Centre Operations Manager to join our team in Leeds! In this role you will be responsible for the performance of 24/7 helpdesk operational activities including line management of Team Leaders and supporting the wider Command Center Team of 100 staff. You will have day-to-day ownership of the operational interface with our client account team to ensure that our helpdesk service delivery is meeting Client expectations.   

This is a great opportunity to work in growing, well established area of the business! To be successful in this role you will have previous experience of working in FM industry to understand the clients’ estate portfolio, and the dependency on the Command Centre of the clients’ ability to service their customers. You will be comfortable working in fast paced and demanding environment, be excellent at prioritising and have strong stakeholder and client management skills. Previous project management and call centre management experience will be desirable.

Service Operations is the part of our business that supports segment development by providing expertise and process standardisation across all segments. Service Operations leverages our global expertise and best practice to bring the best of Sodexo to all of our clients. It includes everything from FM expertise to food development through to bid support, health and safety, and contract design and management.

Due to the nature of this role you will be required to complete BPSS (Baseline Personnel Security Standard) clearance.

Role Responsibility

• Effective management of operational processes, including the maintenance of the process document library and associated governance.
• Ensuring Client SLAs / KPIs and Customer satisfaction expectations are achieved.
• Partner with the Account Teams / Site Delivery Teams to ensure that all reactive work orders are managed through to completion.
• Conduct 1-1s, and PDRs, setting objectives, and development plans.
• Proactively identify any potential areas of improvement and propose improved ways of working to the Command Centre Management team.
• Provide timely and effective reports for meetings with key Account stakeholders and will manage Account escalations when needed.
• Build strong networks with the Supply Chain; Account Team and Clients, in order to empower collaborative working and positive outcomes.
• Motivating self and Team to drive performance.
• Ensure quality monitoring auditing processes are in place.
• Drive a culture focused on employee engagement, process efficiency and robust operations.
• Have good understanding of all associated Command Center systems, e.g. telephony, Global Maximo, other required CMMS systems, workforce optimization, etc.

The Ideal Candidate

• Understanding of facilities management and the types of assets found therein e.g. Global Maximo, Verisae.
• Have a strong understanding of reactive and planned maintenance works – including make safe and incident management.
• People management experience and ability to coach Team Leaders in the management of our people.
• Flexible and adaptable to change
• Relationship building and influencing capabilities
• Management experience within a Command Center and / or Call Center environment desirable
• Advanced analytical and decision-making skills, finding trends and making recommendations based on the data available
• Ability to deliver exceptional customer service to Stakeholders (internal and external)
• Customer focused and responsive
• Expert computer skills in MS Office – e.g. Word, Excel
• Advanced knowledge of and skills in CMMS applications.
• Ability to remain calm under pressure

Package Description

Leeds

£35,000 – £40,000 

We also offer Sodexo Discounts site promoting discounted mobile phone tariffs, savings across restaurant chains and days out, where you and your family can save money on everything from your weekly food shop to the latest cinema blockbuster and much more

About the Company

In the UK and Ireland, Sodexo employs some 36,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the energy, corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

At Sodexo we are committed to a leading role in promoting equality opportunities and valuing diversity and inclusion. We seek to create a work environment based on mutual respect for all individuals, building a culture that appreciates and values the experiences and skills brought by each person to benefit our organisation and work hard to ensure that all people, whatever their race, colour, sex, gender identity  disability, nationality, national or ethnic origin, religion or belief, marital/partnership or family status, sexual orientation, age, social class, educational background, employment status, working pattern, are welcome to and included within our organisation. 

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.