Job Purpose
The Senior Operations Manager – Civil is responsible for overseeing and managing the operational performance of service providers, ensuring compliance with contractual obligations, and driving continuous improvement in service delivery. This role includes establishing performance baselines, managing risk, conducting audits, and ensuring quality and compliance with applicable regulations, codes, and standards. The Senior Operations Manager will also manage stakeholder relationships and provide regular performance reports to support operational excellence.
Key Responsibilities
Operational Oversight and Performance Management:
- Chair operations meetings to review performance, address issues, and align objectives
- Establish operational performance baselines for key metrics and ensure alignment with contractual obligations
- Develop and implement a performance management process to evaluate and record service provider performance against the scope, output specifications, and service level agreements (SLAs)
- Ensure a robust system of planned and ad hoc audits and inspections of service provider performance
- Track results against key performance indicators (KPIs) and identify areas for improvement
- Maintain and develop an operational risk register, ensuring risks are identified, assessed, and mitigated effectively
- Develop and execute risk mitigation plans to address potential operational challenges
Ensure a system of quality and compliance inspections is in place to confirm adherence to applicable regulations, codes, standards, and best practices.
Reporting and Analysis:
- Develop and deliver monthly service and performance management reports
- Identify performance trends and proactively develop improvement plans to enhance the overall quality and efficiency of service delivery
- Manage stakeholder relationships, ensuring effective communication and collaboration
- Facilitate feedback on service delivery and address concerns promptly
Conduct regular reviews of service provider computer-aided facility management (CAFM) systems to ensure compliance with contract obligations, functionality, and data accuracy.
Requirements
Education/Certification/Knowledge:
- Bachelor’s degree in a related field or extensive industry experience with demonstrated technical capabilities
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Project, Outlook)
- Knowledge of CAFM/EAM systems and asset management principles
Minimum of 15 years of related experience in asset management or facilities management.
Skills/Abilities:
- Strong analytical skills
- Highly skilled in the technical specifications of installations
- Excellent communication skills
- Strong time-management skills
- Detail-oriented and highly organised
- Skilled in negotiation and project management
- Excellent critical thinking skills
- Working knowledge of business and data intelligence software
- In a typical office environment, the working hours are 8:00 AM to 5:00 PM, five days per week
- Attending the site at weekends and evenings if necessary
- Able to walk around a large site in hot weather and access difficult areas for inspection
- Manual and physical dexterity needed to operate a computer keyboard with enough vision to read information appearing on the computer display screen, in handwritten forms, and printed on paper
- Adequate hearing and verbal abilities to communicate effectively in person and by telephone
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.