Description
We are looking for a Service Assurance Manager to join a market leading Construction company to be based in Edinburgh.
Main Purpose of the Job:
There are three key objectives for this role
- To be the focus for service measurement at relevant concessions/LEPs
- To facilitate the delivery and maintenance of a central deliverables database
- To provide review of service providers' performance reporting and participate in the delivery of the resultant concession/LEP performance reporting
Key Responsibilities/Duties:
General
- To operate in conjunction with Asset Assurance Managers and other members of the Technical Assurance team to deliver a robust, rounded report of performance at relevant concessions/LEPs.
- Participate in the evaluation of services compliance to contract, legislation, best practice and Zero Harm.
- Contribute to the wider development and delivery of a Concessions Services team serving Social Infrastructure concessions including attendance at a regular concession assurance team meeting.
- Participate in the evaluation of service related initiatives and contract events, including benchmarking.
- On behalf of the concession/LEP general manager implement the actions identified in the client relationship improvement plans developed following the client reviews.
- Act as a site-based advocate for community engagement initiatives working with the regeneration delivery officers
To be the focus for service measurement at relevant Concessions
- Provide support to concession/LEP general management on the service performance of the projects within their portfolio.
- Provide scrutiny of service provider self monitoring reports and analyse for the purposes of payment mechanism reports submitted to the client.
- At relevant concessions/LEPs ensure that construction defects are managed in an effective and timely way manner, recorded correctly and allocated to the relevant party. Ensure rapid escalation and resolution of disputes to avoid an impact on the client and/or users.
- Support the Asset Assurance Managers in the effective measurement of service delivery at concessions/LEP's
- Provide service insight and support to concessions/LEP's to meet strategic and management need. This will include contract compliance, service competence, customer initiatives and sensitivities, payment mechanism/deductions issues, and other support as relevant.
- Where required provide technical support to other areas of the companies business delivery including input into the bidding process and Infrastructure Investment concessions.
To facilitate the delivery and maintenance of a central deliverables database
- Identify contract deliverables (excluding finance) within the relevant concessions/LEPs
- Measure performance against contract deliverables at relevant concessions/LEPs and input into central database.
- Support the development and implementation of a central deliverables database - including data input
- Participate in the central review of deliverables performance and identifying remedial actions where required
To provide review of service providers' performance reporting and participate in the delivery of the resultant concession performance reporting
- Receive and evaluate self monitoring reports from the service provider and audit on an agreed basis.
- Generate the monthly performance report at concession/LEP level.
- Undertake sample audit on the accuracy of any deductions applied and report accordingly
- Undertake or participate in direct measurement of services for comparison to service provider reports at relevant concessions/LEPs.
- Sample audit help desk data to ascertain accuracy of the reporting
- Participate in the preparation and delivery of external accreditation processes
External Relationships:
- Client project teams of relevant concession/LEPs
- Service providers
- Construction partners (in respect of performance issues arising from building defects)
- Technical Advisors
Internal Relationships:
- Concession/LEP general management
- Concession Services team - especially Asset Assurance Managers
- Concession Finance team
- Client Relationship team
- Regeneration team
Project Dimensions:
- Likely to be supporting a more than one concession/LEP
Professional Profile:
- Degree or professional qualification in a relevant field (FM, building, surveying etc)
- Experience of undertaking audit and performance review
- Experience in dealing with an FM supply chain
- Understanding and experience of PFI-type contractual arrangements
- Well developed IT skills - especially MS Excel
Personal Characteristics:
- Good communicator with effective report writing and presentation skills
- Highly numerate
- Attention to detail
- Problem solver
- A credible and professional presence when attending site
- Ingenuity in developing service solutions
- Flexibility in terms of location and travel arrangements.
- Commitment to the companies Investment Information Security Policy
- Commitment to the companies Values of Integrity, Teamwork, Integrity and Respect.
- Commitment to the companies Zero Harm Agenda.
- Employee Grade: MS