Technical Services Manager

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.