• National Infrastructure Manager

    Job Locations UK-Dartford, Kent
    Posted Date 2 weeks ago(08/01/2019 10:51)
    Job ID
    # of Openings
    Closing Date
  • Overview

    The Maintenance and Repair Division of Stannah Lift Services is one of the Globally-recognised Stannah Group of Companies providing outstanding customer service in the installation, maintenance and modernisation of a wide portfolio of Stannah and other OEM access, passenger and stairlift solutions to clients across the UK.


    We have an exciting and challenging opportunity for a suitably qualified and experienced Manager to run our central Infrastructure Operations team of Key Account Managers, Operational Field Managers* and Administrators, based out of our Dartford offices. 


    This individual will work with the team to ensure we provide exceptional levels of service to our Key National Infrastructure Customers, across their various national portfolios of equipment.


    Acting as the department Team Manager and Leader, the Infrastructure Operations Manager will ensure the Key Account Managers, supported by the administration team oversee the service provision of maintenance, inspection, surveying, reporting and condition investment opportunities, ensuring a mutually beneficial relationships exists with all clients.


    • The management, motivation and leadership of the team of Key Account Managers (KAM), Field Service Manager(s)*, Office Manager (OM), Field Engineers* and administration team.
    • Ensuring the KAMs set up and manage the local operational relationships between each branch, the various client sites and regional client FM management teams. Ensuring all local day to day business is conducted in a smooth efficient manner between the branch and the local customer facilities.
    • Empowering the KAMs to act as a point of high level (national issues) and escalation should a service provision drop below acceptable contractual levels. Working with our branch network in delivering agreed process and systematic solutions to address any underlying issues with our service provision.
    • Through the Field Service Manager(s), ensure direct maintenance, repair and reactive call out services is provided, within a set geographical location with a dedicated workforce, to meet the demanding contractual obligations.*
    • Through guidance from the KAMs and Field Manager(s) ensure the Office Manager’s team of administrators provides the various bespoke monitoring, reporting services and field delivery support functions required by the client’s contract with Stannah.
    • Occasionally attend some client regional or national review meetings with the KAM, FSM and client, reviewing performance, investment and improvements.
    • Ensure the KAM arranges for all client contract required surveys, inspections, reports and certification, leading to clear and concise recommended investment programs to maintain and improve client equipment performance.
    • Ensure the KAMs, FSM(s)* and OMs administration teams manage the financial relations with the clients ensuring a financially sound relationship exists in accordance with the contractual agreement.
    • Numerous other activities all in association with managing and leading the team as well as ensuring the team’s relationships with both internal and external customers is sound, productive and mutually beneficial.


    Reporting to the Service Director the Infrastructure Operations Manager will be a key member of the Branch Manager’s team, providing specialist relationship management services to the Branch Service Network.


    The key elements of the role include ensuring that mutually beneficial relationships are created and maintained with the client base, that we growth the portfolio in a sustainable long-term manner and that Stannah meets the contractual commitments to these demanding customers ensuring Stannah is always true to our word.


    Suitable candidates must be able to demonstrate a successful and relevant track record in client management in the lift industry and be able to show where they have delivered, built or maintained a culture with the highest standards of safety and customer service.


    Successful candidates should be based from the Dartford Office or potentially from Home or from a regional service branch if this is not possible.


    • Degree or equivalent, with postgraduate business qualifications desirable.
    • NVQ or equivalent in Management


    We are a company who are pioneers of forward thinking, we never forget that vital to our success is the amazing people who work for us and the commitment we have to our customers. We have carefully selected following benefits which complement our employees lifestyles


    Benefits Include


    • 25 days holiday + the option to purchase another 5 days + additional long service holiday
    • Company Benefits Discount/ Rewards Scheme- including cinema discounts, annual free flu jab, discounted hotel and theme park stays and discounts off many high street shops.
    • Quarterly Bonus
    • Subsidised Pension
    • Health Cash Plan covering routine treatment and prescriptions
    • Employee Assistance Programme


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