Hard Services Manager

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Days of Working: Monday to Friday 8am to 4pm on site with an on call rota and occasional requirement to work on a weekend or late shift in the week.

Location: New QEII Hospital, Welwyn Garden City, Hertfordshire

Role Purpose 

To manage the delivery of hard FM services under a PFI contract, ensuring full compliance with contractual obligations, statutory requirements, and lifecycle planning. The role will safeguard asset performance, maintain service availability, and deliver value for money while meeting stringent performance standards and client expectations. 

Key Responsibilities:

PFI Compliance & Contractual Delivery:

• Ensure all hard services meet PFI output specifications and contractual KPIs.
•  Maintain accurate records for audits and monthly reporting to the Authority.
•  Manage lifecycle works and variations in line with contractual obligations. 

Operational Management:

• Oversee PPM and reactive maintenance for M&E systems, building fabric, and statutory compliance.
•  Ensure zero tolerance for statutory non-compliance and maintain 100% certification. 

Risk & Performance Management:

• Monitor performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
•  Implement corrective actions to avoid deductions and maintain high performance scores. 

Financial Control:

• Manage budgets for maintenance and lifecycle works, ensuring cost control and accurate forecasting.
•  Support in monthly financial reporting and deduction avoidance. 

 Stakeholder Engagement:

•  Act as the technical lead for client meetings, audits, and performance reviews.
•  Build strong relationships with the Authority and SPV to ensure collaborative delivery. 

KPIs & Performance Measures 

Compliance:  100% statutory compliance (Gas, Electrical, Fire Safety, Water Hygiene). 

Reactive Maintenance:  Response and rectification within contractual timeframes (e.g., 95% within SLA). 

PPM Completion:  Minimum 98% PPM completion on time each month. 

Lifecycle Delivery:  Annual lifecycle plan delivered within agreed budget and timelines. 

Financial Performance:  Zero unplanned deductions due to hard services failures. 

Client Satisfaction:  Achieve minimum 90% satisfaction score in Authority surveys. 

Skills & Experience

• Extensive experience managing hard FM services within PFI/PPP environments.
•  Strong understanding of PFI contractual frameworks, payment mechanisms, and performance regimes.
•  Technical expertise in M&E systems and statutory compliance.
•  Proven ability to manage budgets and deliver lifecycle works.
•  Excellent stakeholder management and communication skills.
•  Relevant qualifications (Mechanical/Electrical Engineering, IOSH/NEBOSH).