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Facilities Services Specialist

Job Location: Dublin

Regional Description: Ireland

Job Number: 00591960

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- Job description

Role: Facilities Services Specialist

 

JOB PURPOSE

 

To support the Office Operations Associate Manager in the delivery of services within Accenture location(s) and provide client focused value added service to the building and its customers. 

 

SCOPE

 

Reporting into the Office Operations Associate Manager, the Office Operations Specialist will be responsible for managing the following:  

  • The delivery of the full AWS service within specific Delivery Centre and other Dublin locations
  • Performance and development of the Office Operations teams
  • Operational delivery of the locations, working independently within the framework of guidelines and policies available
  • The budget to achieve customer satisfaction levels as measured within Workplace Operations and globally through the CCP Programme
  • Health & Safety/fire and building regulations for the location
  • Deputise for Office Operations Associate Manager during periods of absence and act as a point of escalation  

RESPONSIBILITIES AND ACCOUNTABILITIES

 

Delivering Customer Service Excellence 

  • Build effective relationships with customers, acting as a key AWS point of contact, actively seeking out and responding to feedback in order to deliver a high level of customer service
  • Work with customer representatives to capture requirements in order to develop knowledge of the client requirements and desired service levels
  • Deliver projects as directed by the Office Operations Associate Manager within agreed timescales and budget to meet location objectives
  • Ensure proactive involvement with AWS projects and initiatives to improve impact on service delivery
  • Deliver all elements of the Service Management Framework (incident, problem, change & reporting) in order to meet SLAs
  • Produce and deliver relevant location communications to meet AWS standards
  • Deputise for Office Operations Associate Manager during periods of absence and acts as a point of escalation to ensure consistency of approach and management of standards  

Supplier & Service Management 

  • Liaise with 3rd party suppliers and contractors to ensure provision of effective services, including security, catering, cleaning and M&E and other support services
  • Complete all location audits as required by location and in conjunction with suppliers to meet SLAs
  • Liaise with landlord/landlord representatives and Real Estate Management team to resolve building/lease related issues and requirements
  • Liaise with assigned services surrounding areas of service delivery, customer satisfaction, policy and procedures etc. to ensure timely and effective resolution of issues
  • Ensure controlled departmental process for assigned services are created and maintained and oversee regular reviews to ensure opportunities for improvement are applied and that they remain up to date, efficient, effective and relevant to the customer service offering
  • Develop services owned to ensure the service provision meets customer needs for quality cost and effectiveness
  • Manage the Supplier performance for service lines owned to ensure Accenture receive best value from the Supplier and ensure that service delivery meets contracted SLA’s with reported evidence
  • Monitor the measurement of KPIs monthly via the Balanced Scorecard to ensure that KPIs remain relevant, linked to strategy and encourage improvement 

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