Head of Command Centre - Global Technical Services

Job Introduction

Sodexo operates sixteen Command Centre’s globally which service regional requirements within the technical IFM field. The Command Centre enables standardised processes, integrated systems and tools to manage, coordinate and provide administrative support to Sodexo clients and internal that deliver both planned and reactive activities on Client sites.

We’re looking for an established Global Command Centre Strategist to join Sodexo as the Global Technical Services Head of Command Centre. You’ll be fully au fait with the Command Centre concept and be able to form a global strategy enabling us to deliver a ‘Word Class’ service to clients and internal customers through Command Centre capability, systems and processes.

Responsible for assessing Sodexo’s global Command Centre infrastructure ensuring efficiency of cost and service excellence you’ll take the Command Centres through a transformational journey to develop and enhance capability, shifting from transactional to value add. You’ll be accountable for maturing Command Centres to provide a standardised level of service globally and deploying tools, systems, methods and standards to support our business.

You’ll be constantly striving for service excellence and to support this will build and chair a Command Centre forum with SME’s to review best practice, provide recommendations and make informed decision associated with the ongoing development and deployment of the platform.

To be successful in this role you’ll be a strong programme leader able to influence change, you’ll understand what ‘best in class’ looks like in Command Centre operations and how to achieve it. You’ll be resilient, able to act with humility and be a highly influential strategic thinker able to understand the complexities of developing, communicating and deploying strategic intent. You’ll be able to collaborate and communicate across a regionally diverse business and have the ability to lead an indirectly reporting team, you’ll have superb attention to detail, be willing and open to learn and be a motivated and be a driven individual. This may sound like a lot to ask but in return you’ll have the opportunity to utilise and showcase the culmination of your hands-on experience with your technical knowledge through a global platform.

Role Responsibility

• To lead the strategic management Command Centre of development and deployment and related activity from global SO into region SO, and regional SO into country/operating segment providing the framework under which initiatives and projects are planned and executed, helping to ensure they are delivered to a consistently high standard, on time and within budget.
• To define and own Command Centre deployment methodology/frameworks with a focus on the industrialization of our deployment processes.
• To lead the preparation of project initiation, execution and project closure in relation to all Command Centre related activities    and ensure that all stakeholders are engaged, underpinned by an appropriate RACI.
• Articulate and inform the Go/No Go process underpinning all Command Centre related initiatives and projects, underpinned by a detailed state of readiness assessment of both the deploying and receiving entities.
• Proactively identify, manage and mitigate risks & issues that may jeopardize successful project execution or deployment and be proactive in terms of resolution in accordance with business process and policy.
• To pro-actively review the use of tools, systems, methods and standards to support the business implementation, in line with business policy.
• To communicate/escalate project status and issues that cannot be resolved in a timely manner to the Global Technical Services and IFM Systems Deployment – Head of PMO.
• To anticipate/monitor project deviations and be responsible for highlighting the requirement to take corrective action.
• To work collaboratively, with global, region, country/segment stakeholders as well as technical services functional heads and build strong sustainable relationships in order to manage and drive change.
• To contribute and develop the strategic development of the Technical Services entity and IFM development program.
• To define intra-business KPI’s and ROI metrics related to Command Centre development activities and ensure that they are monitored and reported.
• To be responsible for staff hiring, training and development and including performance reviews for all direct reports, as and if appropriate.
• Ensure that there is a consistent and standardized approach to the deployment of all Command Centre related initiatives.
• Accountable for ensuring the development, communication and implementation of Command Centre deployment activity and change on a global, regional and country level are delivered to agreed success parameters, ensuring any issues are appropriately addressed and captured by the Global Technical Services and IFM Deployment Head of PMO.
• Ensure compliance with all legal and health & safety and data governance regulations, as well as Sodexo and customer/client policies and procedures
• Take necessary actions to ensure that all Sodexo quality and service standards are met.
• Contribute to the drive for continuous improvement within the Technical services and IFM Systems Deployment team.
• Ensure that all documentation and data associated with the role are appropriately stored and maintained and available for analysis and review.
• Build strong internal networks across the business to maximise outreach and reinforce relationships
• Ensure that capacity and capability to execute the responsibilities of the role exist within the global SO team, and there is oversight of capacity and capability with regional SO to own onward development and deployment with global SO oversight.
• Ensure that effective Command Centre communication strategy is developed and deployed
• Build strong effective governance and reporting mechanisms
• To ensure documentation and plans are managed to ensure compliance to methodology and tools
• Define and follow the program’s governance framework (in line with function standards) to support successful deployment of the project or program
• Ensure that any issues or risks are highlighted which may impact the successful delivery of program, ensuring business continuity during transition.
• Maintain strict levels of confidentiality and comply with data protection requirements at all times. 
• Support the Global VP Technical Services and IFM Systems Deployment.
• Support global SO, regional SO, country/segment operations to achieve their business objectives and strategic goals through the stewardship of a “world class” Command Centre capability.

The Ideal Candidate

What’s essential:

• Expert knowledge of techniques for planning, monitoring and controlling programmes, including risk management, budget and resource allocation procedures
• Excellent experience with large, complex projects and business transformations
• Good leadership skills with the ability to lead a global team of indirect reports
• Good experience in working in a complex business environment handling the uncertainty and challenges this includes
• Excellent team organization and coordination skills
• Highly organized and responsive, with ability to deliver under pressure
• Excellent documentation skills
• High levels of computer literacy – Proprietary project management software, Microsoft Office, especially Excel, PowerPoint and Outlook.

Where we can be flexible:

• Good knowledge of project planning and coordination including use of planning tools such as MS Project or similar
• Experience of SAP and MS Visio

About the Company

In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, Defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to further engage ex-forces personnel and reservists.  Those applying for roles with us who meet the essential criteria advertised under the ‘ideal candidate’ on the vacancy advertised are guaranteed to progress within the selection process.