Head of Service Delivery and Workplace

Knewin
ABOUT SOTHEBY’S

Established in 1744, Sotheby’s is the world’s premier destination for art and luxury. Synonymous with innovation, Sotheby’s promotes access, connoisseurship and preservation of fine art and rare objects through auctions, private sales and retail locations. Our trusted global marketplace is supported by a network of specialists spanning 40 countries and 50 categories, which include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, and Interiors, among many others.

This role will report into and work very closely with the Property, Facilities and Procurement Director, as well as the wider department team, with overall responsibility for the management of all hard and soft services at Sotheby’s London complex and Greenford Park storage unit.

Within this, the role will need to ensure that deadlines and targets are achieved by all team members and contractors in line with Health and Safety, environmental and company procedures and all other legislative standards. The role will also work closely with our Risk / Security and Auction Operations departments with a need to adapt to senior management requirements.

This role is required to initiate and establish standards for quality and service responsiveness, that are required to be supported under contracts, and additionally, monitor and control results to ensure the highest level of performance with available resources to satisfy Sotheby’s goals and objectives. There will be a requirement to develop and maintain a culture of continuous improvement and coordinate response and mitigation efforts to prevent or minimise personal injury and loss of property, whilst striving for industry best practice and service excellence.

A key objective will be to ensure employees have the right space, tools, workstations, environment and general soft services within the constraints of the business to provide the best possible environment for employees whether working from the office, or at home. Within this there will be a focus on developing excellent relationships, seeking to understand requirements and at all times, exceed expectations where possible.

Responsibilities

Property & Asset Management

• Support the business in the ongoing development of business strategy in line with current and emerging needs.
• Contribute to and maintain building/estate development plans, as well as supporting the change management process and associated Service Level Agreements (SLAs) ensuring risks are mitigated.
• Produce management reports in accordance with the needs of the business.
• Trace service and maintenance issues, ensuring resolution in a timely and cost-effective manner.
• Be fully up to speed with the Request Manager function with the OfficeSpace software system utilised on site.
• Maximise efficiencies within the existing service contracts, managing costs effectively.
• Ensure that the insurance needs of the properties are met (insurance inspections and contractor control).
• Work with Department Head to review legal documents and monitor leases, to ensure compliance with obligations.

Building Maintenance

• Be accountable for the aesthetics of the buildings ensuring a high visual standard is maintained and oversee regular inspections for all properties, guaranteeing these are conducting at regular intervals and that any observations or issues are actioned accordingly.
• Manage contractors to ensure work is carried out to a high standard.
• Manage a planned and reactive maintenance service for all hard services, especially M&E and fabric maintenance.
• Ensure galleries fabrics are maintained as required especially over the Summer period to ensure they are ready for busy sales calendar.
• Oversee all relevant documentation including O&M’s, Asbestos Register and Water treatment Log Books.
• Assist with works and capital investment planning for maintenance for future years.
• Ensure that the premises, plant, machinery and work activities are maintained and operate in compliance with legislation and safe working practice.
• Implement and review the operation of Permit to work procedures, Risk Assessment, Method statements and Safe Systems of work closely alongside the Health & Safety Coordinator.
• Ensure that all business-critical support systems are regularly serviced and tested and control measures are in place to ensure 100% uptime.

Space Management

• Contribute to the property, facilities and procurement department strategy by managing space and occupancy in the most efficient way.
• Take ownership of space management software system, Office Space, launched in June 2022.
• Work collaboratively with other departments to determine population and occupancy projects alongside level of staffing required and space planning.
• Support the changing requirements of the business whilst keeping in line with the wider space management strategy.
• Monitor and track occupancy levels and escalate as required.
• Ensure staff workstations are adequately equipped for the tasks required by the various departments and their needs.
• Work closely with a CAD expert to ensure maximum utilisation of office space, ensuring the right teams/people are sat in the right locations within the Mayfair complexes and building plans are constantly up to date.
• Manage and develop stakeholder relationships through a concrete action plan (presentation, proactive proposals, expert collaboration, etc.) in order to build an added value and credibility for our workplace solution strategy.

Third Party Supplier Management

• Proactive management of various third-party contracts and providers of outsourced services, recommending service provider corrective action where needed.
• Conduct Contractor RFPs, working closely with worldwide Facilities teams to ensure alignment. Take a very active role in potential outsourcing of Facilities Management.
• Key point of liaison for all contractors and key business stakeholders, as well as a point of escalation for any issues.
• Daily management of contracted teams on site to deliver SLAs and standards.
• Close liaison across the business on all maintenance works, ensure resolution in a timely, cost effective manner.

Project Management

• Directly manage planned and ad-hoc projects; this may involve replacement of plant & equipment, minor fit out works, support to an external Projects Management Team (in all cases where the CMD Regulations apply), furniture moves, painting and decorating etc. Ensuring that the aims of the budget and aims of the project are met and heritage requirements and quality standards adhered to. Control measures include:
  • Ensure that Planning Applications and HSE Notifications for Construction Work are completed, Principal Contractors and Principal Designers are appointed.
  • Check Contractor RAMS.
  • Management of key commissioning & FGas documentation, Witnessing Commissioning, where required.
  • Space plans kept up to date.
  • Mitigate Business Risks by Ensuring Completion in a timely and orderly fashion.
  • Management of Workflows on any Systems Management portal as provided.

Team Management

• Available to provide management cover for onsite team during the evening sales and events as required.
• Ensure a customer focused approach to FM is instilled in the team.
• Establish regular communication at an individual and team level.
• Conduct all appraisals and performance reviews with direct reports and set/review goals in line with strategic objectives of the organisation.
• Drive innovation and continuous improvement of people, systems, processes and services.
• Respond to critical alerts, emergency alarm activations and overseeing contractors outside working hours when necessary and ensure Business Continuity Planning and Disaster Recovery.
• Support other teams in identifying opportunities based on their needs to maximise performance and growth whilst reducing costs.

Budget Management

• Play an active role in closely managing the OPEX and CAPEX budgets.
• Work closely with the Head of Department to set and plan annual budgets.
• Work closely with Finance department in managing budget and reacting as necessary.

Welfare and Statutory Compliance

• Ensure that statutory requirements and company policies and procedures are followed, and deadlines met.
• Monitor, interpret and implement changes in regulatory requirements as well as coordinating completion of annual compliance reports, contracts and documentation.

Sustainability

• Energy & waste management at the site and carry out reviews of best practice for ongoing environmental improvements.
• Make periodic checks of systems operating outside of working hours.
• Active involvement in the promotion of Sustainability & Waste Management in all areas of the role and ensuring reporting is suitably defined and delivered.

Key Skills & Experience

• Educated to degree level or equivalent with excellent MS office skills.
• Previous senior facilities management experience with responsibility for multi properties within a complex estate environment, including line management responsibility.
• Workplace and space management experience. . click apply for full job details