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Sun August 07 2022

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Maintenance Contracts Manager

Job Description

Catfoss Recruitment Ltd are currently in partnership with an international client with offices across the country. Due to continued business growth they are looking to recruit a Maintenance Contracts Manager on a permanent basis to their expanding team in London.

Job Title: Maintenance Contracts Manager

Who We Are: Our client has been at the forefront of innovation within the built environment since 1980's.
They deliver integrated smart building technology projects and support services which provide sustainable long-term growth and profitability, as well as diverse range of career opportunities; enabling both our people and our clients' businesses to flourish, whilst setting a new standard for what is possible in the built environment.

Job Summary: As a Maintenance Contracts Manager, you will be responsible for managing the transition from large-scale Design and Build technology projects through to delivering a first-class Support and Maintenance service to a wide range of clients, ensuring excellent documentation and stakeholder management.
The role of Maintenance Contracts Manager involves direct engagement with clients, responsible for handing the day-to-day management of Support and Maintenance contracts, covering a wide range of Smart Building systems across multiple technologies.

Job Description
Based: London, with some nationwide travel
Key Tasks and Responsibilities:
Contract and Service Management:
* Manage Support & Maintenance contracts, responsible for the oversight of delivery, including SLA's and customer liaison.
* Prepare Support and Maintenance proposals and quotes to be issued to clients.
* Inter-department communication for resolving issues.
* Create and maintain service reports, including data such as ticket statistics, incident reporting and request volumes.
* Collaborate with senior management to provide insight into departmental successes and challenges to contribute towards future team planning.

Client Relations:
* Liaise with key client stakeholders to maintain excellent working relationship.
* Provide regular updates on the ongoing delivery of works.
* Chair and attend client Service Performance Review meetings reporting on service levels, volumes, trends, concerns.
* Provide weekly and monthly service updates to the relevant Account Director.
* Leverage existing client relationships and ensure customer satisfaction to secure contract renewals.

Financial Management:
* Control income and expenditure on the relevant Support and Maintenance contracts to ensure profitability.
* Produce various financial reports for internal review.
* Attend monthly Financial Review meetings, working with colleagues to resolve any financial discrepancies.
* Liaise with Finance team to ensure that all Support and Maintenance contracts are billed on a timely basis.

Resource Management:
* Analyse labour requirements in line with work pipeline to ensure that adequate resourcing is in place.
* Liaise with the Operations to plan resource scheduling to effectively meet customer requirements.
* Manage team training requirements to support CPD and operational excellence within the team.
* Work closely with HR to support the departmental recruitment strategy.

Process Management:
* Create and implement processes to improve the operational and financial performance, working with the QA team to update existing documentation.
* Work closely with the Service Desk to ensure process optimisation and digitisation, seeking continuous process improvement.

Specification and Competency Profile:
Knowledge:
* Demonstrate a solid understanding of Support and Maintenance contract deliverables and operations.
* Understand the management and reporting of SLA's and KPI's within the Support and Maintenance environment.
* Demonstrate a sound understanding of IP technology, network topology and architecture.
* Creating and applying Risk Assessment and Method Statements (RAMS).
* Understand the need to maintain accurate documentation for successful completion and handover to the customer.

Skills
* Good communication skills, both written and verbal, in order to communicate effectively with colleagues and key client stakeholders.
* Good MS Office Suite (Outlook, Excel, Word, Teams etc.) and general IT skills.
* Strong people management skills, with previous experience of managing a team.
* Use literacy and numeracy skills to quantify requirements and timelines for tasks to be carried out.
* Follow best technical practices to maintain quality standards whilst meeting agreed timescales.

Qualifications
Essential:
* Minimum five A*-C (4-9) GCSE's or equivalent, including Maths and English.
* Valid DBS Check.
* Full clean driving licence.
Desirable:
* First Aid training.
* ITILĀ® qualification, ideally Practitioner level.

Experience
Essential:
* At least 3 years relevant practical experience in a similar role.
* Experience in the creation and development of Support and Maintenance contracts.
* Experience working within the Electronic Security and/or Wired and Wireless Networking ecosystem.
Desirable:
* An awareness of a full portfolio of smart building technology including; Audio Visual, IoT, and branded copper and fibre ICT cabling systems.

Maintenance Contracts Manager suitable alternative job titles: Maintenance Manager, Contracts Manager, Service Manager, Project Manager, Contracts Engineer, Project Engineer, Area Manager, Area Service Manager, Contracts Supervisor, Maintenance Supervisor, Network Manager

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