The Purpose of the CAFM & Helpdesk Manager:
• To provide a professional and efficient CAFM Service to the Operations Department and to provide sufficient and effective Helpdesk Facility as per client/customer requirement.
Responsibilities / Duties
General
• Ensure all Reactive/Request/Complaint from customers are log in timely manner.
• Manage upgrades and addition of new clients and licenses to existing systems.
• Manage the Operation and support ongoing use of CAFM Systems for both Helpdesk and Operations.
• Manage all communications to GROUP IT for master upload for new Projects/Property acquired.
• Identification of Functional Locations.
• Alignment of Service Lines & SLAs as per contract requirement.
• Alignment of Assets vs Functional Locations.
• Ensure PPM Frequencies are aligned.
• Ensure CAFM based Store Management
• Configure new CAFM Systems. Populate new CAFM systems with data.
• Design & implement client-specific reports.
• Commission systems and train users.
• Support Projects for any IT Recommendation & Requirement.
Operations
• FCR is properly addressing the customer's need the first time they call.
• Pro-actively coordinate resource needs and ensure works are executed in accordance with SLA’s.
• Ensure CAFM is utilized to its maximum capacity.
• Daily tasks log & call monitoring.
• Ensure Critical Items are escalated promptly.
• ASA monitoring.
• Ensure Accuracy of Information log onto CAFM.
• Consistently and efficiently manage Helpdesk workflow processes and work orders generated by CAFM System.
• Ensure subordinates have the required skills to provide first and second line support.
• Ensure MEP workflow processes are tracked, monitored and implemented on a continuous basis.
• Ensure consistent updating and maintenance of the CAFM system.
• Proactively monitor and take corrective action on outstanding PPM and reactive maintenance calls
• Coordinate job responsibilities and develop beneficial partnerships with Operations, Helpdesk
• Provide efficient first and second level support of internal CAFM system users.
• Monitoring and driving monthly Client KPI & SLA Performance Scores
Financial
• Responsibility for all Operational Costs associated with Service Line expenditure, both Opex & Capex, as defined within Select FM Business Plan.
• Responsibility for budgets, spend approvals and department financial reporting.
• Responsibility for financial penalties incurred through KPI failures associated with individual Service Lines.
• Contribute to Project cost-buildup when bidding for new projects within KAEC. This include all costs associated with staffing, spares, consumables, tools & equipment
Service Delivery
• Monitor daily work schedule
• Ensure all calls/mails meet required AHT.
• Ensure zero backlog on emails and zero abandon calls.
• Escalation of Official Complaints and Critical Items
• Alignment of Training & Development for CAFM, Helpdesk Team and Operations.
• Identification and analysis of Operational Risk.
• Develop SOPs & Transfer Sheets for Helpdesk & Other Services use; and updating whenever required.
• Recommendation for Improvement and implementation
People Management
• Develop, lead, motivate and inspire a professional team enabling them to meet both personal and business targets. Provide clear operational direction and support to team.
• Monitor and evaluate performance levels of employees. Proactively identify opportunities to improve performance Indicators.
• Strong teamwork ethic and promotion of customer service excellence.
• Demonstrate leadership and management skills. Drive change management and reduce costs.
• Encourage employees to support the operational business objectives by sharing knowledge and to develop a creative approach to their work and to ‘think outside the box’.
General Key Performance Indicators (KPIs)
• Accuracy of projects planning & scheduling.
• Accurate estimation of cost involved in phases/milestones.
• Actual cost for phase against estimated cost.
• Actual projects margin compared to bid projects margin.
• Establish risk management and compliance with the same.
• Establishment of and compliance with corporate policies & procedures.
• Identify critical phases/activities and put processes in place to manage the risk.
• Preparation of work break-down linking project milestones with activities to be done.
• Maintain agreed gross profit margins.
• Profitability by product line.
• Total reduction in operating cost.
• Total value of contract claims settled against estimated settlement amount.
• Trends in budget to actual performance.
• Trends in initial work plan to actual delivery timeframe.
• Utilization of project resources.
• Variation of estimated vs. actual cost.
• Client relation, satisfaction and meeting KPIs
Job Details
| Posted Date: | 2019-01-14 |
| Job Location: | Jeddah , Saudi Arabia |
| Job Role: | Information Technology |
| Company Industry: | Facilities Management |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree |
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