London Jobs Board
BMS Service Manager
Mon – Fri
8:00am – 17:00pm
The BMS Service Manager is responsible for delivering BMS Planned Preventative Maintenance (PPM) and Reactive Service to a range of clients in the Construction, Education Public and Social Housing Sectors.
The successful candidate will manage and lead a team of engineers to ensure service delivery of the highest standard is met.
The role is predominantly based in Cheam but field visits for the purpose of attending client meetings is required. Experience in the BMS industry is essential and the successful candidate will have previous experience in both commissioning and servicing of Trend and Honeywell BMS systems.
Job objectives and responsibilities:
To deliver account management for BMS key clients, establishing oneself as the "go to" point of contact and becoming the conduit between client and operation delivery teams to ensure contract performance levels are maintained and client expectations are exceeded.
Contract renewals, extensions and uplifts will form part of this element which will be supported by contract quoting resources from within the team.
The role extends to manging a team that are responsible for the quoting and managing of all remedial and enhancement works.
The individual will become part of the senior management leadership team contributing to the strategic direction and operational performance of the BMS Operation and will therefore need to have a good understanding of the Controls industry whilst having a passion to help create one of the leading BMS / Energy service providers in the UK.
Be the dedicated point of contact for the portfolio of Key BMS Service customers
Hold/support client reviews focussing on service quality, opportunities for improvements
Support attainment of new business through the promotion of BMS support services and carbon reduction strategies including upgrade works and new energy projects
Lead the continued introduction of existing Mitie clients to the BMS / Energy operation, securing the BMS services and add value initiatives
Own and support post-mobilisation process including reviews and action plans
Ensure the team delivers timely quotations for remedial works detailed to a standard that supports the investment
Drive up the quality of service delivery, by overseeing relevant KPI reporting, and documenting an action plan
Own and manage the resolution of complaints
Managing the performance of sub-contractors where services are outsourced
Effectively build and develop an excellent and proactive working relationship with the customer and insight into their business, providing both a platform for commercial growth (up-sell / cross-sell) and guaranteed retention of existing services.
Ensure all delivered reports are of the highest quality and fit for purpose providing expert commentary demonstrating value added
Ensure agreed processes are in place and adhered to in the delivery of services across the business.
Be accountable for customer service delivery issues and the communication around these to all stakeholders by proactively managing customer expectations, both internal and external, ensuring clear and concise routes of communication are utilised and following agreed line of escalation.
Keep abreast of industry developments for all commodities affecting the business market Main Duties Drive continuous focus on the quality of service delivery throughout the customer journey and evolution.
Oversee mobilisation of new service contracts ensuring a high-quality customer journey throughout and beyond the mobilisation process, including post mobilisation customer reviews, and act quickly and decisively to resolve any issues.
Manage a team delivering proposals and quotations for remedial works and service contract renewals.
Drive continuous quality improvements – identifying root causes and implementing solutions (moving away from 'reactive/corrective' towards 'proactive/preventative' actions)
Manage Customer Complaints – ensuring these are logged, tracked and resolved within agreed timescales and standards
Work closely with the sub-contractors where services have been outsourced, attending regular performance reviews
Maintain close contact and nurture a relationship with the customer, ensuring customer satisfaction is achieved and maintained across the delivered service lines – demonstrate Bold, Open, Trusted, Clear behaviours
Be accountable for arranging, preparing and chairing customer Service Delivery review meetings, at a frequency agreed with the customer
Coordinate with technical, operational and other service departments as appropriate to ensure client satisfaction is maintained
Experience with Trend and Honeywell BMS Systems
Supervisory / Management Experience
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