Technical Services Manager

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Role Purpose:

The Technical Services Manager leads engineering operations and delivers exceptional technical service across the facilities management contracts they support. The role combines hands-on technical expertise with strong leadership capabilities to manage team performance, ensure health and safety compliance, drive client satisfaction, and optimise operational efficiency across all engineering activities. The role leads a team of Engineering Technicians, Mobile Engineers, and Specialist Technicians, working closely with clients, JLL account teams, Health & Safety teams, the Central Engineering Centre, procurement, and finance.

Key Responsibilities:

Team Leadership & Performance Management

• Lead, develop, and coach the engineering team to deliver customer excellence across supported contracts and regions.
• Manage overall team performance through regular 1:1s, training, coaching, and development activities.
• Set team goals and communicate strategic priorities to ensure alignment with business objectives.
• Manage the new starter process and technician onboarding/offboarding procedures.
• Oversee attendance and holiday planning, managing diaries for sickness and absence.
• Coordinate out-of-hours rotas and manage overtime tracking to optimise resource allocation.
• Lead twice-daily performance management calls with the Central Engineering Centre.
• Maintain the training matrix to ensure team competency and regulatory compliance.
• Manage operational performance of the engineering team against key performance indicators.
• Coordinate work schedules to minimise disruptions and maximise efficiency.
• Oversee vehicle management and allocation for field technicians.

Health, Safety & Compliance Management

• Promote and ensure compliance with Health, Safety, and Environmental policies and procedures.
• Conduct regular engineering health and safety audits and comprehensive site audits.
• Manage 2,2,2 reporting for safety leadership initiatives.
• Oversee driver safety programmes and vehicle compliance.
• Ensure all statutory, mandatory, and routine inspections are completed on schedule.
• Review and approve permit applications, ensuring all necessary safety measures are in place.
• Ensure all work activities comply with current health and safety regulations.
• Coordinate with JLL and Health and Safety teams to implement and maintain safety protocols.
• Monitor and report on near misses and good catches to promote a proactive safety culture.
• Manage IOSH Managing Safely compliance across the team.

Technical Operations & Service Delivery

• Provide technical frontline support to technicians, addressing complex technical challenges.
• Deliver technical gaps not fulfilled by CDM (Contract Delivery Manager).
• Review and optimise Planned Preventative Maintenance (PPM) schedules for efficiency and compliance.
• Oversee PPM injection and technical asset management activities.
• Ensure SFG20 governance and compliance across all engineering activities.
• Conduct thorough job audits to maintain quality and compliance standards.
• Monitor quality of job notes, quotes, and certificates to uphold professional standards.
• Validate Work Request System (WRS) detail for accuracy and completeness.
• Perform regular Samara system checks for data integrity and process adherence.
• Ensure vendor competence and value for money through rigorous performance evaluation.
• Support skilled qualification development within the technical team.

Asset & Lifecycle Management

• Manage asset collection reviews from a technical perspective.
• Oversee asset lifecycle management to optimise equipment performance and longevity.
• Coordinate PPM injection for asset management optimisation.
• Review and maintain accurate asset registers and technical documentation.
• Plan and execute strategic asset replacement programmes.

Client & Contract Management

• Deliver monthly performance reporting and Quarterly Business Reviews (QBR) to clients.
• Prepare comprehensive QBR packs showcasing performance metrics and improvement initiatives.
• Manage client expectations through effective escalation planning and proactive communication.
• Create and maintain account continuous improvement plans.
• Respond promptly and professionally to client quote queries.
• Create and own the account risk register, identifying and mitigating operational risks.
• Develop proposals for contract renewals demonstrating value and performance excellence.
• Manage breach/to-breach reporting and contract variation processes.
• Understand and apply different contract types to optimise service delivery.
• Manage ad hoc improvement plans in response to client requirements.

Commercial & Financial Accountability

• Conduct quote reviews for cost competitiveness.
• Manage quoted works from inception to completion.
• Review and approve annual purchase orders for PPM contracts.
• Oversee debt management and financial accountability processes.
• Monitor ongoing cost-to-serve metrics and identify optimisation opportunities.
• Manage Work in Progress (WIP) reporting through final stages.
• Track and resolve missing certificates and receipts.
• Create comprehensive Risk Assessment Method Statement (RAMS) documents.

Operational Excellence & Compliance

• Create monthly performance reviews analysing team and contract performance.
• Ensure immediate remedial actions from subcontractor delivery are recorded and actioned within required timescales.
• Manage technician start/finish processes to ensure accurate time recording.
• Maintain rigorous governance of operational processes and documentation.
• Validate ongoing review of cost to serve and operational efficiency.

Skills & Experience:

• IOSH Managing Safely certification or equivalent health and safety qualification.
• Proven experience in a Technical Services Manager or similar technical leadership role within facilities management.
• Strong technical background in building services engineering (mechanical and/or electrical).
• Demonstrated track record of leading and developing technical teams.
• Comprehensive understanding of health and safety regulations and compliance frameworks.
• Experience managing multiple contracts and client relationships simultaneously.
• Financial management experience including budget control and cost optimisation.
• Deep technical knowledge of building engineering systems and maintenance practices.
• Strong leadership ability, able to inspire, develop, and manage high-performing technical teams.
• Strong client and stakeholder management skills, with a focus on client satisfaction and retention.
• Sound commercial acumen, including contract management, pricing, and financial performance.
• Excellent written and verbal communication skills for all organisational levels.
• Analytical, data-driven approach to performance management and continuous improvement.
• Strong organisational skills, able to manage multiple priorities and complex operational requirements.
• Proactive problem-solving approach to technical and operational challenges.
• Competent with CMMS platforms, Microsoft Office, and reporting tools.
• Relevant technical qualifications (City & Guilds, NVQ, HNC/HND in Building Services Engineering) desirable.
• Experience with SFG20 or similar maintenance standards desirable.
• Knowledge of CDM regulations and FM industry best practice desirable.
• Understanding of asset lifecycle management principles desirable.
• Experience managing subcontractors and vendor relationships desirable.
• Ability to work under pressure in a fast-paced, client-focused environment.

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If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!

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