Manager
EY
Colombo

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Under direction of senior management, the Service Delivery lead manages the WES deliveries of the centre, Stake holder Management, Ensuring Exceptional customer experience, support business delivery needs, Manages the Operations of building maintenance activities for facilities in assigned EYGDS centre. Develops, recommends, and administers policies, procedures and processes in support of Operations.

Your Key Responsibilities
 

• Lead effort to develop goals and objectives as well as policies and procedures, seek recommendations for changes and improvements to existing standards, policies, and procedures from SME/ IFM team. Establish schedules and methods for providing facility maintenance services, identify resource needs, review needs with appropriate management staff and approve resource requirements accordingly.
• Lead the efforts to develop and organize preventative maintenance and safety inspection programs for all facilities and equipment. Identify and develop training programs and coordinate training sessions to ensure all the Facility Maintenance teams are trained periodically on safety methods, procedures, and techniques.
• Lead initiatives to explore new ways of managing facilities that reduce costs and improve efficiency, productivity and safety.
• Demonstrate awareness of, and appreciation for, individual uniqueness and diversity. Provide a friendly, inclusive, service-oriented environment for all team members and IFM service provider staff. Maintain a positive relationship with team members and colleagues. Demonstrate commitment to people development and leadership.
• Establishes and monitors preventative maintenance processes and programs and facility inspection processes for on-going review of maintenance work performed by IFM agencies. Coordinates efforts with other members of the IFM management staff to optimize resources, maximize efficiencies and support IFM programs, across EYGDS centers.
• Oversees and coordinates the IFM department’s work plans/ activity schedules for facilities management, through the Computer Maintenance Management System (CMMS). Develop and modify preventative maintenance program, including updating preventative maintenance routines based on manufacturer’s maintenance schedules using facility asset inventory and bar-coding applications to integrate with the CMMS system.
• Leads and directs IFM service provider management resources and support personnel for assigned zone. Evaluates, trains, disciplines and recommends dismissal of IFM service provider staff as necessary. Reviews daily work orders via the Computer Maintenance Management System (CMMS) program and plans, schedules and assigns operational priorities/needs, on periodic basis. Participates in the development and implementation of training for IFM service provider staff to develop new technical skills necessary to maintain and operate EYGDS facilities, in a most efficient manner.
• Leads and participates in technical discussions about the operation of building systems, explaining technical operations to diverse audiences when necessary, including subordinates and higher-level management, and conversing with consulting engineers on a technical level to drive system solutions.
• Inspects facilities for needed maintenance work, complaints and other requests for services received from customers. Leads and inspects preventative maintenance work efforts and other work requests in terms of progress and completion and to ensure compliance of the unit’s activities to pertinent codes, regulations and guidelines.
• Implements and monitors compliance with approved policies, procedures, and processes; reviews and updates written maintenance SOPs, instructions and manuals.
• Initiates procurement and fiscal management activities associated with building maintenance activities, which may include preparing RFIs/ RFPs for maintenance related work to acquire professional assistance. Monitors spending on projects and cost accounting basis; recommends and implements corrective spending plans. Ensures compliance with EYGDS procurement policy/ protocols, rules; and/or, performing other related activities. Reviews and authorizes makes, model, specifications of the need purchases and secure purchase orders ahead of engaging suppliers.
• Lead the efforts to develop and organize customer centric programs. Identify and develop training programs and coordinate training sessions to ensure all the Guest relations & Hospitality teams are trained periodically on Customer experience towards excellence and upgrading their skills in handling customers.
• Lead initiatives to explore new ways of managing Guest relations that enhances employee experience , improve efficiency, productivity, safety and optimise cost. Manage relationship with Stakeholders, Customers, Vendors, Industry peers and global contacts.
• Participates in the development and administration of the building maintenance operating budget; coordinates the allocation of resources following budget approval; recommends approval of expenditures. Participates in department capital budgeting and planning processes in relation to building maintenance capital renewal projects, deferred maintenance and program enhancements.
• Oversees and coordinates to develop, delegate and modify the hospitality, events strategies and decisions to fulfil key performance indicators. Monitor expatriates business visa invite letters, FRRO(Foreigners Regional Registration Officer), visa extensions, relocation process, lease agreements etc
• Oversees and coordinate planning high level events – Town halls, Global leadership visits, Partner confluence, strategic off sites, Global integration events held in Colombo, Executive business meetings and important Client Meetings of internal teams.
• Monitors the safety and accessibility of the EYGDS facilities and initiates work requests to address safety issues such as OSHAS and Local building code requirements.
• Collaborates with the Project Managers in scheduling and coordinating the work of external construction contractors to ensure terms of agreements are met and work is completed satisfactorily. Develops requests for bids for minor repair and remodelling projects in concert with the Project Managers. With Project Managers, identifies projects that can be completed more economically by internal staff.
• Performs quantitative and qualitative analyses on IFM operations and summarizes findings in applicable reports or other communication mediums.
• Participates in EY’s Climate control initiatives discussions and offers support and services to support the EY’s sustainability initiatives.
• Serves as a liaison with other departments within respective EYGDS center, the community, and external agencies in order to provide information on available resources, projects, and/or services.
• Responds to emergency situations as required.
• Actively participate in professional forums & events, to gain new market insights, maintain awareness of evolving industry trends and developments in the field of facility maintenance. Incorporate new learning /developments as appropriate into IFM programs.
• Support implementation of new programs, as needed and provide guidance from Facilities Manager perspectives.
• Establish and maintain effective working relationships during all interactions with team/ cross functions and Service provider staff on site
   

Skills And Attributes For Success
 

• Knowledge of OSHA and other environmental regulations
• Should consistently demonstrate Organisation, time management, prioritising and the ability to handle a complex, varied workload
• Knowledge of general maintenance methods, operating requirements, and safety precautions related to facilities management
• Excellent public relations and customer relationship management skills
• Must be a well-organized, detail and customer (internal and external) oriented self-starter
• Excellent communication skills – Should be able communicate clearly and concisely, both orally and in writing.
• Be able to Organize, implement and direct facility maintenance operations and activities
• Should possess ability to Develop and recommend systems and procedures related to assigned operations.
• Should possess Analytical and problem-solving skills
• Should have strong decision-making ability
• Should possess ability to lead and manage teams and projects
• Should pay attention to detail but also the ability to see the implications for the bigger picture
• Should have a good knowledge of MS Office package.
   

To qualify for the role, you must have
 

• 8-10 years of managerial experience, with minimum 5 years of experience in managing similar role in comparable organisations, with sound knowledge & experience, in workplace services domain.
• Bachelor's degree in Business, Engineering, or equivalent professional level experience
• Ideally, you’ll also have
• Desirable to have fit out Project experience
• Knowledge of Sustainability and implementation
   

What We Look For
 

• Participates regularly in EY-wide and function-specific meetings, events and people initiatives
• Demonstrates executive presence establishes credibility quickly, commands attention and respect, demonstrates confidence, and deals comfortably with others
• Encourages innovation in others by allowing error, e.g., allowing people to try something new, being open to new ideas
• Creates an inclusive and flexible environment where people feel they are a valuable member part of the team. Promotes and demonstrates an inclusive and global mindset when interacting with others. Adapts to the style and cultural differences of others to enhance relationships
• Engages with team members to resolve business challenges, helping them analyze and address the root cause of problems so they can stay aligned and focused on successful execution of the team’s vision.
• Resolves team conflicts and performance issues effectively and respectfully.
• Demonstrates effective decision-making and maturity that enhances interactions
• Identifies areas of opportunity and generates ideas and solutions. Makes recommendations to leadership and is able to implement new ideas, improvements, technologies and new products.
• Promotes operational excellence by challenging current practices and providing feedback on opportunities to improve within own area of responsibility.
• Provides quality deliverables for self and teams within agreed-upon timelines
• Actively seek, wherever possible, to protect and regenerate the environment.
• Adheres to budgets, objectives and deadlines on projects with the aim of enhancing productivity and value
• Balances multiple priorities by considering priorities, urgency and impact on key relationships and resources
• Identifies and assesses risks and consults with leadership or stakeholders on options in a timely manner
• Manages team or project, delegates work effectively, and uses appropriate resources to manage costs while meeting deadlines
• Models objectivity and integrity with self and teams to adhere to firm values and limit risk
• Surfaces barriers to change and provides recommendations to overcome
• Uses experience and consultative questioning to home in on key issues and escalates as appropriate
• Grasps technical issues quickly and can act on them, resolve them or escalate to leadership as necessary
• Identifies and leverages leading practices, diverse perspectives and lessons learned
• Tailors communication approach to respective audience when sharing technical experience to increase understanding
   

What We Offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, Colombo, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.
 

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
   

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