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OVERALL PURPOSE
Responsible for leading the planning & performance management for various General Services &Fleet Management teams, ensuring alignment to the GS&FM objectives and service delivery standards.
KEY ACCOUNTABILITIES
Managerial Responsibilities
- Reports key operational & service delivery KPIs on a periodic basis to the GS&FM CoE Director & GS&FM Leadership
- Collates and gathers feedback around service delivery improvements and shares it across the relevant GS&FM teams and the wider SS organization
- Monitors work quality, resolves operational challenges and escalates unsolved issues (if any) to Leadership in a timely manner
- Stays up to date with professional developments, new techniques and current issues related to General Services through continued education and professional growth
- Participates in embedding a customer-centric and continuous improvement culture within General Services
- Leads and collaborates with cross-functional teams to implement processes and technologies that lead to an increase in customer satisfaction and strengthen the customer relationship management objectives of the department
- Sets performance objectives and manages performance of the direct reports and oversees performance management of overall COE teams
- Periodically reviews operating procedures of GS&FM teams, to identify areas for improvement and provides recommendation to enhance the services offered
- Manages and reviews contracts with any third party vendors for all outsourced services in scope of GS&FM, to ensure conformity with contracting standards of NWC
Functional Responsibilities
- Serves as a central team to handle all escalations, requests and queries related to all GS&FM services
- Provides end to end monitoring and quality assurance for the delivery of all GS&FM Services across NWC:
- Ensure that KPIs and SLAs across all GS&FM Services are well defined and adhered to
- Monitor the performance of all GS&FM Services teams across NWC locations
- Work closely with the P&C continuous performance improvements team to ensure that improvements are aligned with the GS&FM needs and are implemented effectively to improve the GS&FM operations and quality of services delivered
- Where applicable, becomes the first touchpoint of delivering complex GS&FM Services that require specialized expertise
- Provides technical consultation to all GS&FM teams and SS Customers across NWC for areas under GS&FM, providing subject matter insights and expertise that is based on local and global knowledge of GS&FM trends and best practices
JOB REQUIREMENTS
Minimum Qualifications:
- BA/BS (Master preferred) Degree in Engineering, Business Administration or equivalent education with 4+ years of experience in general services function.
Minimum Experience:
- 8+ Years of Experience
