Background
We recently concluded a successful recruitment process for Derwent FM, filling the pivotal position of General Manager. This role required a dynamic individual capable of overseeing campus operations, ensuring superior service delivery, and enhancing student satisfaction. The position involved managing and developing the on-site FM team, driving continuous improvement in campus management operations, and ensuring that service levels exceeded the established SLAs.
The Challenge
Derwent FM sought a General Manager who could:
• Oversee the day-to-day facilities management, including maintenance, security, cleaning, and student welfare.
• Ensure the quality of service delivery surpasses the Service Level Agreement (SLA) targets.
• Lead a culture change within the FM team to align with company values and drive continuous improvement.
• Manage financial objectives, including budgeting and achieving challenging KPIs.
• Liaise effectively with university stakeholders, including student representatives and the Student Union.
The key challenges in this recruitment included:
1. Finding the Right Experience: Identifying candidates with extensive experience in higher education facilities management and proven leadership skills.
2. Managing Diverse Responsibilities: Ensuring the candidate could effectively handle a broad range of duties from budget management to student welfare.
3. Driving Culture Change: Selecting a candidate who could lead and inspire the FM team, embedding Derwent FM's values and promoting a culture of excellence.
The Results
Through our rigorous recruitment process, we successfully identified and placed a highly qualified General Manager who met all of Derwent FM's criteria:
• Experience: The selected candidate had extensive experience working with demanding stakeholders in higher education and demonstrated a strong track record in facilities management.
• Skills: They exhibited excellent business management, financial oversight, and leadership skills, coupled with exceptional communication and negotiation abilities.
• Commitment: The candidate showed a strong commitment to continuous improvement and customer service, aligning perfectly with Derwent FM’s goals.