Head of Technical Services vacancy in Central London (083jc)

My client, an established Heritage Organisation, who have opened a new and exciting heritage attraction in Central London, where it will combine two experiences into one, and who are now seeking to recruit a Head of Technical Services for its operations.

This is a highly important role, and as a member of the Operations Management team (OMT) and you will work with the Head of Operations (HoO), Box Office Manager (BoM), Estates Operations Manager (EoM), and Senior Visitor Experience Manager (VEM) to deliver a world class visitor experience by maintaining all aspects of estate and Ride operations. This role is key in driving museum standards whilst making the most efficient use of museum resources. Managing effective working relationships with the Museum’s Outsourced Services provider and ensuring they deliver to the service levels defined in their contract. Acting as client side Project Manager in the procurement or execution of maintenance or building works and delivering projects to time and budget. Acting as organisational lead on the Ride ensuring uptime and availability to visitors.

Therefore your key responsibilities and duties will be broken down in to separate areas and will include:

Facilities and Contract Management
• To manage effective buildings maintenance policies and procedures ensuring all facilities are maintained to an appropriate level including planned preventative maintenance.
• Act as client -side Project Manager for the procurement and implementation of all necessary Outsourced Services.
• Support the Head of Operations with the delivery of departmental planning.
• Effective contract management of the museum’s outsourced service providers.
• Effective day to day management of the Museum’s outsourced services provider.
• Oversee the estate’s planned preventative maintenance (PPM) and reactive maintenance programme of works, suppliers and term contracts, ensuring Museum expectations are met.
• Maintain a robust framework of condition surveys and works programme information, and be responsible for managing an integrated facilities management system.
• Supervise the daily arrangements for both hard and soft services including management of deliveries.
• Oversee work carried out by FM operatives, ensuring it is reflecting the priorities of the Museum and its visitors
• Interfacing with the service provider’s FM helpdesk, approve reactive work requests
• Manage budgets providing a full audit trail, and service charge management
• Monitor the condition of building and grounds, notifying FM teams of work to be carried out as appropriate.
• Develop and evolve Museum maintenance and presentation standards, reporting performance against these on a regular basis.
• Maintain a visible presence FOH monitoring the maintenance of presentation and maintenance standards.
• Develop and monitor all service level agreements essential to the successful visitor operation of TPM.
• Ensure operational excellence by initiating and maintaining policies, procedures and administration relevant to the department’s purpose.

The Ride
• Maintain full technical knowledge and understand of the Ride and its operating systems
• Implement and maintain a system for Ride PPM establishing a strong working relationship with the Ride manufacturer
• Implement and maintain a system for reactive Ride maintenance ensuring 7-day coverage and Ride up-time >97%
• Ensuring Ride presentation standards are maintained

Health & Safety
• Enforcing the TPM permit to work system
• Ensuring the outsourced service provider adheres to appropriate H&S standards
• Carrying out Contractor and staff Inductions

Financial and Commercial Management
• Work with the HoO on budget planning and the implementation of cost controls.
• Ensure the efficient use of museum resources and operational budgets.
• Effectively manage working relationships with our external suppliers.

Other Activities
• Act as an active, effective and important member of the Operations Management Team (OMT).
• Act as a Duty Senior; fulfilling regular weekend working duties
• Work with the EOM to provide seven day estates coverage
• Provide operational coverage for in absence of EoM as necessary; maintaining knowledge and scope of the role
• Keep informed of best practice in Health & Safety and Buildings Management.
• Keep abreast of developments that could benefit TPM e.g. green initiatives.
• Any other ad hoc duties as required

To be eligible for this role you will need the following:

Qualifications
Essential criteria
• Degree or equivalent professional qualification in a recognised Buildings management/mechanical & electrical engineering
• IOSH and/or NEBOSH qualification and/or accreditation discipline.
Desirable criteria
• Project Management qualifications/accreditation; AMP/Prince 2

Experience
Essential criteria
• Experience of working in a facilities and/or contract management in a busy visitor focussed/customer service/commercial environment.
• Experience of procuring facilities and/or maintenance services.
• Experience of developing and managing service level agreements and relationships with external stakeholders and suppliers.
• Experience of delivering services through a third party supplier including contract management.
• Experience of delivering emergency procedures including service delivery and business continuity.
• Experience of managing a fluctuating and diverse workload.
• Experience of effectively managing resources including reporting and forecasting.
• Experience of planning and delivering the opening of a new site/building/premises in a visitor focussed environment.
Desirable criteria
• Experience of delivering a Security operation in a management or supervisory position.
• Experience of managing rides and/or theme park maintenance experience.

Skills/Knowledge
Essential criteria
• Proficient in Microsoft Office software.
• Demonstrable financial understanding, able to produce, analyse and report on financial data.
• Ability to communicate effectively both verbally and in writing, in order to build positive and successful working relationships, resolve conflict, and effectively influence and negotiate.
• Practical working knowledge of legislation relating to Health & Safety and its implementation in a visitor focussed environment.
• Proven ability to manage and deliver conflicting priorities in a logical and analytical manner.
• Ability to implement new ideas, taking initiatives from planning to completion.
• Ability to successfully prioritise and coordinate own and project outputs.

Person
• Flexible, positive attitude and ability to work on own initiative, adaptive to change and determination to succeed.
• Proactive and hands-on approach, ability to be creative, generate new ideas and pursue opportunities, overcoming obstacles where necessary.
• Calm under pressure and confident in negotiation.
• A passion for exceeding customer expectations and a willingness to go the extra mile.

You will be expected to monitor and report on their work as directed by their line manager and adhere to office guidelines on handling, health and safety, lone working, etc., as advised, taking responsibility as appropriate.

The working hours shall be 35 per week, exclusive of meal breaks. These are usually flexible across the week and will be agreed in advance with the line manager, in line with The Museum’s policies. Out of hours working will be required to support events and weekend openings, and this will be notified in advance working an average of 5/7 days. Time off in lieu will be awarded in line with The Museum’s policy. Variations of the hours can be made at the discretion of the line manager.