Centralised Operations Manager
Canary Wharf Management Ltd
London, UK
6d ago

To manage the service provision of the FM Helpdesk, ensure an efficient and safe contractor management process. To oversee the implementation and coordination of centralised engineering teams, including workforce planning, KPI’s and career development.

About Canary Wharf Group

Canary Wharf Group (CWG) is the developer of the largest urban regeneration project in Europe. CWG develops, manages and currently owns interests in approximately 9 million square feet of mixed-use space and over 1,100 Build to Rent apartments.

CWG is the largest sustainable developer in the UK and also excels operationally as it has purchased 100% electricity from renewable sources since 2012 and sent zero waste to landfill since 2009.

  • CWG has created a 24 / 7 city where people can live, work and thrive on the Canary Wharf estate and enjoy all the benefits : great transport links, access to green spaces and waterside living;
  • and a wide range of amenities including an award-winning arts and events programme. Canary Wharf’s retail offering comprises over 300 shops, including grocery stores, pharmacies, health clubs, bars and restaurants, all within 15 minutes’ walk.

    The Company’s current £2bn construction activity and pipeline includes more than 500k square feet NIA of commercial properties and over 2,300 new homes for sale and rent.

    Our Culture and Values

    Working at Canary Wharf Group means working for a forward thinking, collaborative team. We hire staff who strive to make a difference and achieve the highest standards.

    Everyone is empowered to make a difference and our ethos encourages everyone to think like an owner. Our business puts our customers and people at the heart of everything, we work to meet their needs and exceed expectations.

    Our mission is to empower our people, engage our communities and create sustainable places.

    Our values help us achieve exceptional results :

    Excellence : Commit to achieving the best with integrity

    Collaboration : Make use of our vast experience and knowledge to work effectively together

    Engagement : Develop our people, our communities, our stakeholders and our suitable environment and be exceptional while respecting others

    Ownership : Take responsibility and pride in what we deliver. Everyone has the opportunity to make a difference.

    Innovation : Embrace change and encourage innovation

    Main Responsibilities

  • Management of the Helpdesk team to ensure high levels of customer service, resource management & service delivery.
  • To develop and maintain effective communication processes with all service users to ensure issues are dealt with promptly and effectively.
  • To ensure that PPM and statutory tasks are planned, resourced, and completed in line with requirements.
  • Planning and tasking of engineering workforce to complete reactive and planned Maintenance tasks within agreed KPI’s.
  • Provide weekly status reports to the Operations teams on PPM and Reactive tasks.
  • Effectively manage engineering workforce and subcontractors to ensure satisfactory and timely completion of works to eliminate non-productive time.
  • Ability to utilise a collaborative approach to deliver service improvements within budgetary constraints.
  • To support the implementation of a Centralised Engineering Team, ensuring effective data gathering and KPI monitoring.
  • Liaise with Health & Safety team to ensure that Compliance knowledge and procedure within contractors and other third-party vendors is kept current.
  • To ensure that the FM Helpdesk and Central Engineering Teams are fully compliant with H&S requirements by.
  • To manage workforce planning, career development welfare for the FM Helpdesk and Central Engineering Teams.
  • To keep documentation and records in order and available for audit.
  • What We Require of You

  • Ability to lead teams, implementing change and incorporating company values into every stage of the process.
  • Self-driven and focused individual with the ability to work on their own initiative.
  • Ability to analyse and interpret data driving insights and recommendations for improvement.
  • Ability to utilise a collaborative approach to deliver service improvements within budgetary constraints.
  • Experience working in an engineering / building services environment.
  • Experience of CAFM systems essential. Knowledge of Concept, SFG20 and YARDI or similar financial management systems would be desirable.
  • Ability to engage with stakeholders at all levels.
  • Computer literate, familiar with Microsoft Excel, Word and PowerPoint.
  • To achieve our company vision, mission and values, there are core responsibilities within each job role that helps us provide a consistent, safe and effective approach, whilst improving the service that we deliver.

    All staff shall :

  • Adhere to our Health, Safety, Quality and Sustainability requirements as detailed in our policies within our Integrated Management System.
  • The latest documents including relevant procedures and forms can be found on SharePoint, with Trade Contractor and Consultant related documents on Asite.

  • Act responsibly, and take care of yourselves and others. Follow all necessary precautions, guidance and instructions when conducting, supervising or managing a task.
  • Further details regarding Health & Safety are set out in the Health & Safety Policy, within our Employee Handbook and are available within our health and safety management system located on SharePoint.

  • Protect the environment and reduce our environmental impacts through reducing energy use and minimising waste produced onsite.
  • Staff should adhere to the procedures in our environmental management system. Relevant documents are located on SharePoint.

    What We Offer

    Diversity and Inclusion : We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential.

    We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction.

    We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

    Flexible Working : As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity.

    Therefore, we are open to consider flexible working arrangements, both temporary or permanent.

    Learning and Development : At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals.

    We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning.

    We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related.

    We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

    Other Benefits : We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind.

    From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.

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