Manager, Business Performance and Contracts

Transcription

1 POSITION DESCRIPTION 1. POSITION DETAILS Position Title: Division: Unit: Management Level: Manager, Business Performance and Contracts City Projects & Property Property Services M4 2. ORGANISATIONAL RELATIONSHIPS Position Title of Supervisor: Executive Manager Property Titles of Positions which report to this position: Business and Data Analyst Other positions as required Contractors for which this position is responsible: Facilities and Property Management Service Provider(s) Other Service Provider(s) e.g. Utilities and Asset Management, if relevant Other contractors may report to this position as required 3. PRIMARY PURPOSE OF POSITION The primary purpose of this position is to provide contract accountability and management for the tactical and operational delivery of Facilities and Property Management Services. The role requires the management of the outsourced Service Provider(s) pursuant with the contract conditions across both the Commercial and Community Portfolios including monitoring contract performance and compliance against Key Performance Indicators and Service Performance Standards. The role is charged with the financial control and management, monitoring of performance, benchmarking and reporting of the outsourced Service Provider(s) including contract procurement activities to meet City compliance guidelines. Title: Manager, Business Performance and Contracts Date: 6 December 2017 Page 1

2 4. POSITION OBJECTIVES The key position objectives to be achieved by the Contract Manager include: Leadership Direct and lead the outsourced Facilities and Property Management Services Service Provider(s) and contribute as a collaborative member of the Property Services leadership team in the achievement of the Unit s overall objectives. Lead and support initiatives that improve the performance of the Commercial and Community Portfolios and the outsourced Service Provider(s) towards meeting Sydney 2030 objectives and the Property Strategy delivery. Management Expertly manage the outsourced Service Provider to deliver the strategic, financial, sustainability and social outcomes targeted in Property/Asset Plans and in the delivery of services to the Commercial and Community Portfolio and report performance accordingly. Manage the Business and Data Analyst and liaise with the outsourced Service Provider(s) for the delivery of services and report performance accordingly. Manage and attend all Contract Management meetings. Identify, manage and where necessary, escalate Contract performance issues and disputes in accordance with the Contract Management Plan. Drive and monitor the performance of the outsourced Services Provider(s) to ensure KPIs are met, delivering high standards of asset service and performance that result in high levels of user and customer satisfaction. Set budgets and financial performance targets for all Portfolios for annual Business Plan in conjunction with the Portfolio Managers and be accountable for the achievement of projected incomes targets and managing recurrent and capital expenditure. Monitor and ensure that all contract procurement activities by the outsourced Service Provider(s) are in accordance with City guidelines. Ensure the database of all property and lease information is integrated into the Management Information System (including financial ledgers as a transaction level) and is maintained and updated by outsourced Service Provider(s). Provide portfolio financial and performance benchmarking and reporting. Capitalise on subject matter expertise including Property, Facilities and Sustainability Management to ensure the Portfolios are meeting the agreed performance indicators as determined by Property Services and the City. Manage the administration for the Property Service Unit including document management, HR matters, etc. Develop and implement the City s quality management system to oversee the performance of the outsourced Service Provider. Vision Understand the City s vision and changing commercial priorities and strategies. Seek out opportunities for innovation to improve the performance and governance of the outsourced Service Provider(s). Title: Manager, Business Performance and Contracts Date: 6 December 2017 Page 2

3 Develop/foster internal/external relationships and participate in forums that are relevant to improving outsourced Service Provider(s) performance. 5. POSITION ACCOUNTABILITIES The Contract Manager accountabilities include: Operational Strategy, Leadership and Delivery Lead and develop the Contract team focused on service delivery and participate in a one-team, collaborate approach to delivery and problem solving within the business. Understand the changing needs, priorities and strategies of the City of Sydney (e.g vision) and pro-actively contribute to the development of complementary and supportive Property/Asset Plans and strategies. Provide a client oriented, effective and efficient contract, finance and information audit and reporting service. Review information and business management systems so that they are current and integrate smoothly with corporate data systems. Proactively manage highly sensitive issues which have far reaching implications for the short term and long term needs of the City. Accountable for the outsourced Service Provider contract management and administration in delivery of services and contract performance. Ensure that advice provided is consistent with relevant policy, statutory and legislative instruments. Monitor and provide feedback of the service delivery through the outsourced Service Provider. Deliver income projections and management of recurrent and capital expenditure budgets for the Commercial and Community Portfolio. Subject Matter Expert Lead the coordinated interaction between Property Services, City of Sydney client groups and the outsourced Service Provider(s) through building strong partnerships with stakeholders and regular and clear lines of communication. Provide expert advice and feedback on the scope and management of the outsourced Service Provider(s) in terms of the delivery of services and contract performance to ensure value for money and high levels of customer and user satisfaction are achieved. Review tenant/user/customer feedback compiled by the outsourced Service Provider(s) and provide expert advice and corrective action if required. Governance and Reporting Identify significant successes and communicate to the appropriate audience. Critically analyse all relevant information provided by the outsourced Service Provider(s). Continuously update Executive Manager Property of performance and contract governance issues within the Commercial and Community Title: Manager, Business Performance and Contracts Date: 6 December 2017 Page 3

4 Portfolio. Provide comprehensive analysis of issues identified and corrective actions put in place to rectify. Conduct and coordinate regular site visits with outsourced Service Provider, internal Commercial and Community Property Manager(s) and Facilities Manager(s) to review actual service delivery and asset standards. Review, improve and update all relevant policies and procedures in relation to relevant contract operations and performance management. Review Key Performance Indicators (KPIs) and Service Performance Standards (SPS) pursuant to the contract conditions and report on the outsourced Service Provider compliance and performance against the KPIs and SPS. Develop and implement a Contract Management and Communication Plan that provides regular feedback to internal stakeholders on the nature, performance and upcoming activity of the outsourced Service Provider(s). Develop a customer relationship strategy that defines and measures client requirements and satisfaction, via a robust client consultation framework. Be accountable for ensuring that all Commercial and Community Portfolio information held with the Service Provider is maintained up to date and accurate. Review and approve the outsourced Service Provider recommendations (where required) prior to circulation to Executive Management or Council. Risk Management Develop and maintain a general contract risk assessment register. Identify specific risks and appropriate mitigation strategies and communicate for inclusion in Unit s risk matrix. Monitor the currency, relevance and application of Site Specific Safety Plans (including Emergency Evacuation Procedures and testing programs, where applicable). Liaise with the outsourced Service Provider(s) on escalated contractual issues and review corrective action plan. 6. LEADERSHIP AND MANAGEMENT CAPABILITIES Operates Strategically Develops clear plans to implement the strategy. Aligns resources, people, systems and processes to meet priority objectives. Redirects resources and efforts to meet changing priorities. Develops People and Culture Focuses on people s strengths. Proactively manages current and future workplace needs. Actively recognizes behaviour that delivers results and demonstrates our values. Instils a sense of urgency around addressing and resolving individual and team performance gaps. Drives Results Defines team and individual outcomes by understanding the needs of customers. Regularly monitors and evaluates progress with early correction to ensure quality outcomes. Drives accountability and continuous improvement by implementing effective reporting and improvement mechanisms across the team. Displays Awareness of Self and Others Regularly seeks feedback from a range of stakeholders. Takes the time to explore the nature of the feedback Title: Manager, Business Performance and Contracts Date: 6 December 2017 Page 4

5 and responds constructively. Sets out the broad principles for decision making. Cultivates Productive Relationships Actively encourages consultation and collaboration. Works with key stakeholders to proactively address issues and identify opportunities to improve performance and services to customers. Manages Effectively Finance and resource management; Procurement and Contract Management; Risk Management and Compliance; Technology and Information Management; Project Management. 7. WORK, HEALTH & SAFETY RESPONSIBILITIES The role holder must understand key obligations and responsibilities under current NSW WHS legislation and the City of Sydney Safety Management System. Section Unit Managers must actively participate in all aspects of the Safety Management System (SMS). Section Unit Managers have the following responsibility, authority and accountability: Implement risk management activities and have the power to stop work in circumstances that are deemed an immediate risk to health and safety until a satisfactory solution is agreed and implemented. Actively promote consultation, WHS training and access to information to ensure safe work procedures are understood and followed. Manage, implement and advise workers when changes have been made in the workplace (i.e. systems of work, risk assessments). Report hazards and any work-related injuries/illness as soon as practicable; take reasonable care; and take immediate steps to investigate and rectify any risk to health, safety and welfare. A full list of WHS responsibilities, authorities and accountabilities are available within the City s SMS document; Responsibility, Authority and Accountability (RAA) Matrix. 7. AUTHORITY TO ACT The incumbent has the authority to take any reasonable steps to ensure that the smooth flow of operations is maintained providing the actions are consistent with the responsibilities of the position and subject to any limitations, corporate policies, procedures or safe work method statements. All personnel have the power to stop work in circumstances that are deemed an immediate risk to health and safety until a satisfactory resolution is agreed and implemented. Such circumstances may include life threatening situations or those that could result in loss of limb or other significant lost time injury. Title: Manager, Business Performance and Contracts Date: 6 December 2017 Page 5

6 8. ESSENTIAL AND DESIRABLE CRITERIA Essential Criteria Tertiary qualifications and/or significant experience in property industry contract management and financial management, and/or other relevant discipline. Demonstrable success in outsourced contract management and in multidisciplinary professional team management. Demonstrated management capability including proven budget development, financial management skills and project management. Developed ability to interpret regulations and contracts. High attention to detail, strong analytical, reasoning and conceptual skills with the ability to analyse information and develop creative solutions to complex problems. Demonstrated ability to create a framework to performance manage the outsourced Service Provider and delivers outcomes capable of being acted upon. Highly developed communication skills, specifically: o Interpersonal skills: exceptional collaboration skills and proven ability to building strong client relationships, consult, partner, negotiate, influence and undertake complex client negotiations; o Written: Advanced written communication skills including the ability to prepare high quality plans, strategies and reports in a timely manner. Demonstrated commitment to Equal Employment Opportunity, Work Health and Safety and Diversity principles. Understand your WHS responsibilities and actively ensure health, safety and wellbeing of yourself and others at work in accordance with the City s Policies and Procedures and WHS legislation. Desirable Criteria Post graduate qualification in management and/or related discipline. Demonstrated understanding of the Local Government Act, Roads Act, Crown Lands Act & other relevant statutory, legislative & regulatory requirements. Well-developed understanding of the political and social context in which Council operates. Title: Manager, Business Performance and Contracts Date: 6 December 2017 Page 6