A summary of the positions purpose and objectives:
- Provision of management services overseeing support contracts, OneView Software Support Agreements for fielded sites under support arrangements and supporting OneView System Integrator Partners.
- Ensuring high quality delivery of services to Saab’s Support clients through management of technical and functional teams.
- Developing and implementing the improvement of process and systems, team management, client liaison and escalation, and working with the wider Saab organization to deliver a superior service.
- Work with peers, other departments, and customers to meet mutual goals and objectives.
- Ensure effective systems are in place to minimize the risk of abatement on PPP contracts.
- The role is Customer Facing, with a focus on stakeholder engagement, and business development.
- Identifying new opportunities, and retaining existing customers are key elements of the role, and this may require intra/interstate travel, and after hour’s effort.
Specific Accountabilities
- Customers Facility and security systems consulting, design assistance, and implementation of support to the Civil business and the customer. This includes pre-sale support to the Strategy and Capture team and the Project team.
- Project management assistance and provision, including high level management of customers and ensuring project milestones are achieved.
- Contract retention, customer satisfaction, and site audits.
- Effectively meet customer needs, build productive customer relationship’s and take responsibility for customer satisfaction.
- Co-ordinate all site-based Saab staff, including tasking, follow-up, feedback and communications.
- Manage all stakeholder interactions as required to ensure the delivery of services without issue.
Specific Accountabilities
- Co-ordinate engineering and product support for projects as required.
- Identify and progress variations, delay advice notices, requests for information, and site disputes.
- Manage the procurement of equipment and materials required to complete tasks.
- Responsible for the development and implementation of supporting documentation and plans, including but not limited to Safety, Compliance, Project Delivery, Notice of Disruption etc.
- Provide an after hours and/or an on-call presence to support customer requirements, including support coverage during Public Holidays etc.
- Perform other duties as required by the business.
- Relationship Management
- Work to maintain a cohesive and effective working relationship within all Customers and Stakeholders.
- Communicate Saab messages to customers and partners, including product obsolescence and or product performance issues and investigations.
- Gather and disseminate intelligence on customer and competitor intentions.
- Understand ongoing customer and partner value preferences.
- Liaise and maintain working relationships with key partners, vendors and manufacturers.
- Regularly engage with the Facility Managers, Site Services Managers and all other appropriate stakeholders to seek feedback on service delivery satisfaction, and work with the team internally to ensure that any concerns or issues are addressed.
- Contract Management
- Manage existing and new support sites and contracts.
- Ensure support services are delivered by both Saab staff and Subcontractors to ensure quality, performance and KPI’s are met.
- Ensure responsible expenditure across all support sites, and prepare and deliver monthly steering committee reports summarising various site status, system and team performance and financial health.
- Ensure all O&M documentation is accurately maintained to reflect the sites current state.
- Responsible for the successful delivery of services associated with being the authorised Contract Representative for relevant sites.
- Financial Management
- Overall financial control and responsibility of teams agreed plan figures.
- Responsible for ensuring accurate monthly forecasting and review analysis for locations/sites.
- Ensure task/event management (Fresh-desk, SFI, Maximo etc.) is appropriate and mechanisms such as EOT’s or Temporary Fixes are suitably actioned to avoid the risk of abatement.
- Ensure Life cycle is delivered as per plan.
- Responsible for site(s) expenditure and procurement activities via FSI and expense claims.
People and Leadership:
- Establish and maintain high standards of performance for self, direct reports and others, to maximise the Support Teams ability to achieve both individual and business goals.
- Facilitate the development of others’ knowledge, skills, and competence, by providing timely feedback and planning suitable development activities.
- Performance management of team members.
- Provide reward and recognition.
- Allow for professional and personal development.
- Monitor and manage the moral of the team.
Safety:
- Ensure all sites have a current, suitable, and effective Safety Management Plan in place.
- Ensure all sites have current, suitable, and effective Safe Work Method Statement in place for all high-risk activities.
- Ensure all sites have current, suitable, and effective Job Safety and Environmental Analysis (JSEA) in place for all general/standard tasks.
- Ensure all sites have a current, suitable, and effective site Risk Register.
Specific Accountabilities:
- Ensure all sites are aware and delivering works in accordance with company policy and procedures.
- Ensure all sites embrace a positive safety culture and actively contribute to safety awareness and overall performance.
- Comply with legislation and Company policies, processes and instructions, including those relating to non-discrimination, Health & safety, Bullying, Harassment, Violence and Aggression, and duty of care and the quality management system.
- Treat everyone with respect, communicate regularly and openly with manager and team, and ensure all decisions are made with fairness in mind.
- Perform other duties as assigned.
Skills and Experience:
- Facility Management.
- Experience with security systems installation and maintenance tasks.
- Experience in project management planning and implementation.
- Experience in sub-contract management.
- Self-motivated, team focused with effective communication at all levels.
- Awareness of KPI regimes and measuring performance against same.
- Experience in finance reporting.
- Knowledge of the PMBok Project management standards.
- Experience and knowledge of typical company Management System frameworks for the conduct of projects.
- Experience and knowledge of ISO 9001 standards and implementation.
Educational Qualifications and Professional Memberships:
- Formal qualification in Project Management preferred or be able to demonstrate a suitable level of experience.
- Formal qualification in Facility Management preferred or be able to demonstrate a suitable level of experience.
- Formal qualification in Asset Management preferred or be able to demonstrate a suitable level of experience