Senior Village Operations & Services Manager

Job title:                          Senior Operations & Services Manager (m/f/d)  

Based at:                         Ingolstadt Village

POSITION SUMMARY

The role holder is accountable for ensuring landlord owned assets are maintained to a high standard, cost effectively, through appropriate safe systems of work (SSoW) and a low impact to the environment.

They will also be accountable for managing Security and Housekeeping third party contractors.

KEY RESPONSIBILITIES

Facilities Management

Asset maintenance

• Centrally owned FM standards are applied effectively at the Village, complemented by local FM procedures being in place and complied with, covering FM operations. Compliance covers VR employees and maintenance suppliers.
• Responsible for SSoW (e.g., PTW) being in place and applied as appropriate to all maintenance jobs, with appropriately qualified / trained personnel.
• FM supplier contracts are managed effectively through performance management to ensure Health & Safety (H&S) standards are met and service standards are being delivered to agreed SLAs
• Accountable for the effective operation of Planon. The operation of Planon includes, but is not limited to, reactive maintenance, planned preventative (PPM) maintenance, hazard identification, PTW issuing, and health & safety near miss and incident management.
• Ensures that Planon’s configuration doesn’t deviate from the Collection-wide standard

Data

• Accountable for ensuring asset data is complete and accurate in Planon and the Information Management System. Asset data includes, but is not limited to, the village asset hierarchy, asset register, PPM schedules, as-built drawings, distribution board schematics, and O&M manuals.
• Data (metrics and reports) is generated through Planon, demonstrating current levels of performance. The data is used to make informed decisions for continuous improvement and addressing service issues.
• Performance reports, demonstrating FM service quality are generated and shared with key internal stakeholders
• Monitoring utilities (electricity, gas, and water) and issuing reports on energy consumption of landlord assets
• Ensure Planon is used to provide real time updates on job status to colleagues and suppliers
• Collate / provide data as requested for sustainability assessments and reporting (e.g., BREEAM In Use, GRESB, EPC, CRREM)

Compliance

• Team members (VR and suppliers) are skilled to comply with SSoW and statutory requirements, including refresher training at appropriate intervals

• Lead regular reviews of FM’s risk assessments and method statements
• Regular internal H&S audits are conducted, providing assurance that SSoW are being complied with
• Provide reports to stakeholders on any agreed compliance metrics (e.g., H&S reporting through Planon)
• Front up any external audits / inspections from local authorities / statutory bodies.
• Contribute to / support any H&S related investigations
• Lead on village compliance to the Group Health and Safety Standards
• Lead on Village Security contract, compliance and resourcing
• Lead on Village Housekeeping and Landscaping contracts and resourcing

Capital investment

• Develop and maintain a 10 year capex plan, based on condition reports and asset data, to ensure the planned replacement of existing assets before their end of life

• Propose and / or evaluate Village asset enhancement projects, and through the FM team, project manage those that are supported

People

• Line manage direct reports (FM manager; FM system and data manager)
• The FM point of contact for the Business Director
• Communicate effectively and develop positive relationships with key business stakeholders
• Work collaboratively with all VR colleagues and maintenance suppliers
• Actively engage in My Story development with your direct report and line manager to maximise potential and support succession planning
• Ongoing continual professional development of direct reports and oneself, to ensure high service quality is maintained

Continual Improvement

• Adopt a growth mindset and promote continual improvement, through proactive analysis of Planon data
• Highlight, identify, assess and resolve problems that arise in order to mitigate issues
• Contribute to the development of Operations strategy

Finance

• Develop the opex forecast for current year +1
• Manage / track the opex budget against the forecast
• Working with the Real Estate team, design financial reports to assist management information
• Ensure the protection of assets by carefully designing PPM in Planon to in-country standards (e.g., SFG20 / CIBSE M standards)
• Ongoing maintenance of the 10-year capex plan

Adopt a ‘Four Pillars’ approach ensuring coordinated delivery of services

• Drive continuous improvement and promote delivery of the Four Pillars (Retail, Real Estate, Hospitality and Creation of Experience)
• Collaborate with other departments / colleagues to ensure services are delivered efficiently and in a timely manner
• Drive adoption of a four pillars approach by service partners and designated Value retail employees

Managers / supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy. In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

BACKGROUND & SKILLS:

• Three years’ minimum experience in an FM leadership role
• Experience of working with a CAFM system
• Recognised Health and Safety qualification
• Ideally, have luxury retail experience in a hospitality, commercial or retail environment
• Excellent attention to detail
• Strong interpersonal skills
• Great team player with the ability to work under pressure
• Fluent in English and German language, both written and spoken
• Excellent computer skills