Contract Manager Harplands Hospital, Stoke on Trent, ST4 6RR Permanent/ Full time- Monday- Friday 37.5 hours per week Salary Circa £80,000 per annum plus bonus, car/allowance, private medical cover
Serco have an exciting opportunity for a Contract Manager to join our team based at Harplands Hospital in Stoke on Trent. This site is a mental health facility in which Serco employ around 60 staff to deliver both hard and soft facilities management services.
This role will lead and take accountability for delivering outstanding safety and compliance in both Soft and Hard Facilities Management at Harplands Hospital as part of Serco's PFI contract.
You will be accountable for driving improvements and growth to deliver a profitable and sustainable contract for Serco, whilst maintaining customer satisfaction through excellent relationships and robust and disciplined operational performance. Furthermore, we are looking for a leader to support the robust implementation of lifecycle and project plans for our customer and ensure there is robust safety and financial control to deliver outstanding service.
Main Accountabilities:
Customer Focus:
- Takes accountability for building customer advocacy and loyalty with all stakeholders, including the Trust, the SPV, contractors, members of the public, Senior Managers, and colleagues by fostering a partnership approach to relationships.
- Understands key business drivers, actively develops, and implements solutions to enhance the delivery of exceptional service and align operational strategies and priorities accordingly to balance customer and business needs.
- Applies Serco Cares and Serco Values in all customer interactions.
- Develop good, yet commercially robust relationships with the SPV.
Operational Excellence:
- Accountable for providing high quality, compliant Soft and Hard FM services to ensure excellent and compliant operational services to the customer in accordance with the contract.
- Ensure appropriate corporate governance is in place to comply with health, safety, and other legal requirements within the department, working at all times within the Serco Management System (SMS).
- Supply technical knowledge (Subject Matter Expertise) and input across the contract and Serco as required.
- Report on business performance through KPI reports and PMS, as well as any other contractually agreed mechanisms.
- Analyse the business performance of the services, using the data to drive decision making and operational improvements.
- Identify and implement effective change and transformation service improvements by guiding others and helping them adapt to improve overall business performance.
- Manage a variety of complex service risks and issues making autonomous decisions to find practical solutions.
- Facilitate understanding and encourage communication both within own team and more broadly.
- Develop, maintain, and implement SOPs (operating procedures) for the service area(s).
- Ensure robust and tight discipline is maintained to review operational, financial and HR performance on the contract.
People:
- To provide visible leadership and management such that all employees understand and adopt the strategy and plans and are motivated to achieve their objectives in a timely and professional manner.
- Ensure a culture of high employee engagement and participation through effective and sustained people strategies aligned with the overall business objectives.
- Accountable for the training and development of employees, ensuring that all employees work safely and that they are aware of their responsibilities under the Health & Safety at Work Act 1974, PPE and other control standards.
- Effectively and appropriately allocate and empower responsibility to others to maximise the individuals' and organisational effectiveness.
- Ensure effective communication at all levels.
- Provide mentoring and coaching to the team to develop knowledge and skills to improve their performance and promote a learning organisation.
- Effectively manage the team through using the full range of Serco's People Policies and Procedures, including Recruitment and Selection, Performance Development Review, Absence Management, Discipline and Grievance.
- Maintain resourcing levels through effectively managing absence levels, annual leave requests, improving retention and effective recruitment in order to control labour budget, meet business objectives and increase levels of employee engagement.
Financials:
- The post holder will be accountable for delivering the financial objectives for the contract, which will include the preparation, monitoring, and management of the budget in line with contract objectives. They will be accountable for developing direct reports to be responsible for the financial performance of their specific services.
- Implement and maintain robust and regular controls to meet financial forecasts
- Draw up contingency plans to manage gaps.
- Identify and implement cost saving efficiencies across the contract.
Other:
- Lead the wider contract management team, delivering innovation, sharing good practice with other departments, and developing a high performing team.
- Contribute to the development of the wider business strategy and business plan.
- Undertake other ad hoc duties as prescribed by the reporting manager and within the scope of skills and capability.
What you'll need:
Essential qualifications:
- Degree educated or equivalent /or substantial industry experience.
Essential skills and knowledge
- Strong leadership skills to influence, support and steer a diverse team.
- Highly self-motivated and ability to motivate others.
- Strong ability to identify, analyse and develop continuous improvement opportunities.
- Strong people management skills including managing absence, conflict, discipline and grievance, performance, learning and development.
- Effective communication skills
- Highly developed negotiating and diplomacy skills
- Numeracy skills required for management of budgets.
- Confident with IT equipment and software including normal business applications.
Essential experience
- Experience of working in a Hard FM service with health experience desirable
- Leading and building a team.
- Financial/P&L accountability experience.
- Leading and facilitating transformational change.Dealing wi