This position is a high profile and key operational role in the delivery of Facilities Management services to a University. The Support Services Manager will manage the delivery of support services (i.e. monitoring of the cleaning services delivered by the nominated cleaning contractor, waste management, window cleaning services) to the agreed standards as detailed in the Key Performance Indicators. In addition, the role would have to manage the contracts for the provision of Postal Services and Office Personnel on behalf of the University. Key Responsibilities and Accountabilities – Through the Supervisors/Team Leaders, manage the outputs of the three sub departments which make up the Support Services Department – Assuming responsibility for the support service operations to ensure contract service compliance in accordance with efficient and effective service delivery – Determine performance standards, undertake audits, and identify trends, gaps, deficits. Monitor compliance with Service Level Agreements and KPI -s – Liaise with customers and senior managers of the University to ensure the agreed level of service is being delivered to the standards required – Managing and monitor the Departmental budget in line with set expenditure and manage projected overspends – Produce annual business plans for the support service operations, identifying new business opportunities where possible – Manage the service provision provided by the subcontractors within the support service function – Investigating customer complaints and providing written reports to the Operations Manager with recommendations for remedial action – Manage and coordinate all support service activities within current health, safety and environmental guidelines and hygiene best practise and to ensure all accidents and incidents and fully investigated – Establish departmental policies and procedures as required – To ensure staff are fully trained to the required standard to carry out their duties and coach, mentor and train all supervisors and team members to obtain to obtain maximum potential from staff – Provide a continuing, improved operational service, raising standards, improving quality, adding value – Continue to improve systems of communication, maintain business integrity and improve knowledge of customer expectations, identify and address concerns of stakeholders – To promote innovation and to proliferate best practice and review the service strategy on an ongoing basis – To implement environmental best practices across the Department, liaising with the University and governmental departments as required – Manage the Departmental asset register. – To deputise for the Operations Manager during periods of absence, managing the Soft Services Department (Service Desk, Timetabling, Safety and Security) as required – To seek opportunities for organic growth relating to Soft Service outputs and assist in the development of the proposals to the Client – Any other task as deemed necessary by the Operations Manager. – Educated to Degree level with a minimum 5 years of general management experience and 3 years of specific soft service operations management experience – Good communication skills and excellent understanding of English language (oral and written) – In -depth Quality, Health, Safety & Environmental awareness – Customer and service focused – Good knowledge of MS Office software systems