Technical Services Manager

Technical Services Manager

Key Purpose

The Technical Services Manager will be wholly accountable to ensure safe and successful technical services execution in accordance with the account contract, client expectations, and technical services standard processes and best practices.

In this role, you will assume the lead role in technical services delivery to the customer site, ensure a one team IFS culture is developed, and ensure ISS values and behaviors are always demonstrated both internal to ISS and with the client interfaces. You will work in close collaboration with the Account Technical Services Lead and the Facility Manager so excellent communication, and a one team ethos is essential.

As the Technical Services Manager you will be the single point of escalation for onsite technical services.

Responsibilities Include 

• Ensuring a high level of client satisfaction, supporting site leadership in the management of service delivery and where required driving local initiatives as well as ensuring consistency in processes, systems, and reporting
• Ensuring the efficient and consistent operation of all facility engineering activities to meet contractual obligations with respect to the site & overall account portfolio
• Support and originate technical services initiatives on site to support delivery of account savings glide paths and account plan, collaborate with Account Technical Services Lead and Facility Manager to develop detailed and specific objectives of cost savings, consistency, and risk management

Financial Management

• Be responsible for achievement of the agreed financial targets for technical services on site to include revenue, expenses, and close management of 3rd party spend
• Understand the agreed Engineering growth targets for the Site & Account, collaborate with Account Technical Services Lead and Facility Manager to develop and execute a plan to meet those targets for the site
• Look for opportunities to cross-sell services and work with other services lines to convert across the site 

Operations

• Support and lead technical services on site to be responsible for the execution of all resources involved in the delivery of Technical Services (e.g., recruitment, ethics, performance assessment, personal development, personal wellbeing etc. driving ISS standing as employer of choice
• Actively manage the professional development of all technical team members under your responsibility
• In partnership with the Technical Services Account Lead, be responsible for the implementation of Engineering technology platform to support service delivery on site; ensure the required reporting from the systems
• Support the development and ensure effective implementation standard operating and maintenance procedures and processes for the site
• Drive client specific initiatives such as savings targets, benchmarking, and best practice, including EHS Risk Management
• Implement best practices on site in partnership with the Account Technical Services Lead and Facility Manager 

Site and Service Management

• Be accountable for the service delivery on site to meet the contractual obligations
• Manage relationships with key stakeholders in the Client’s organization on site
• Implement service delivery to support the Technical Services account business plan & meets the Client’s and ISS objectives for the site & account
• Develop and maintain a detailed understanding of Client’s business and key factors influencing their requirement for our services on site 

Contract Management

• In partnership with the Account Technical Services Lead and Facility Manager, ensure the adherence to the IFM Master Service Agreement and all Technical Services deliverables on site
• Be responsible for the achievement of the critical / key performance indicators and service levels agreements and other associated measures as contracted for the site
• Implement and manage the change control process as relates to technical services on site 

Other Responsibilities

• Health & Safety - enforce a zero tolerance to unsafe working practices to target a goal zero accident rate
• Compliance, Training & Accreditation - ensure effective and timely implementation of training plans / license to Operate to enhance and develop the skills of site technicians and engineers to ensure they remain competent to carry out their assigned duties and reduce our reliance on supplier partners; ensure the engineering practices are continuously compliant with legal, statutory and contractual obligation and are being consistently executed on site in accordance with ISS’ best in class requirements

Ideal Candidate Experience

• Universal EPA certification required. OSHA 10 mandatory, OSHA 30 preferred; additional certification in one or more of the following: electrical, mechanical, HVAC and refrigeration systems, process controls, mechanical power transmissions, painting, plumbing, carpentry, or engine repair 
• Certifications/licenses as may be required by local or state jurisdictions 
• Must be an experienced journeyman and/or even master level professional
• 10+ years of practitioner experience of technical services in a building services environment - preferably in integrated facilities management within financial services, manufacturing and industry or healthcare
• Proven self-starter that consistently delivers to outcome specifications
• Excellent interpersonal and leadership skills
• Ability to work in team environment
• Excellent communication skills - written and spoken
• Skilled in commercial aspects of engineering contracts
• Excellent communication skills - both verbal and written
• Proven project methodology approach
• Excellent attention to detail
• Ability to develop processes and procedures
• Analytical skills / systematic approach
• Practical working knowledge of best practice tools and techniques
• Practical experience in hard services contract delivery

Leadership

• People Management
• Planning & Organizing
• Influence & Persuasiveness
• Customer Focus

Professional

• Specialist Knowledge
• Problem Solving/Decision Making/Analysis
• Communication

Entrepreneurial

• Commercial Awareness
• Sales / Business development
• Creativity & Innovation
• Action Orientation

Personal

• Interpersonal Sensitivity
• Capacity for Change
• Personal Motivation

Physical Demands & Work Environment  

• Ability to lift, push, pull, and/ or carry 80 pounds or more 
• While performing the duties of this job, the employee must be able to stand, walk, reach, climb, stoop, kneel, crouch/crawl daily 
• Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus  
• Must be able to work under pressure and time deadlines during peak periods
• While performing the duties of this Job, the employee is frequently exposed to moving mechanical parts; high/ unsafe places; fumes/airborne particles; toxic or caustic chemicals; outside weather conditions; risk of electrical shock and vibration
• The employee is occasionally exposed to wet and/or humid conditions 
• The noise level in the work environment is frequently loud 

ISS offers full-time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $$140000 per year - $$150000 per year. Final compensation will be determined based on experience and skills and may vary from the range listed above.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.