Summary

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK’s biggest public service department, we operate on a scale that is almost unmatched anywhere in Europe and most people in Britain come into contact with us at some point in their lives.

DWP Estates Directorate are accountable for the delivery of all aspects of real estate services and the work we do is critical in ensuring the vital work that the Department undertakes is enabled effectively. The DWP commercial estate is the largest within Government and our diverse national property portfolio reflects this scale. It is a unique mix ranging from modern corporate centres, multi-occupied Service Centres, to its frontline high street services.

We are responsible for the Department’s 900+ workplaces, that provide workplaces for 90,000 employees and a UK wide presence for all those that visit us. Ultimately, the Department relies on us to provide safe and secure buildings that are fit for purpose and meet the needs of the business.

The Department is also committed to delivering Sustainability and Net Zero Carbon improvements across its estate, demonstrating leadership in making the public estate smaller, better, greener. The work you will be undertaking is therefore crucial in us meeting the needs of all those who use our services

Estates has performance and audit management responsibility of key suppliers in the Estates organisational structure including the Integrator (management) level and four key supplier partners across FM, Security, Landlord & Lease Management, as well as Projects to ensure:

• All contract obligations are met in a timely and effective manner

• Compliance against specific performance criteria

• Appropriate risk mitigation measures are in place

• The value of the contract remains undiminished

The Performance and Audit Manager will lead a team who sit within Real Estate Service Delivery, and will focus upon measuring and managing the activities and performance of the supply chain, whilst working in partnership with the Integrator supplier partner to take receipt of performance audits and recommendations provided relating to all other supply chain members.

Job description

Key accountabilities

• Oversee and approve the full monthly Performance Management reporting suite ensuring Applications for Payment are received accurately and in a timely fashion.

• Act as escalation point for performance mitigations ensuring smooth operational delivery of required services.

• Act as point of contact for Performance management KPI data exchange between the Integrator, Supply Chain and Authority.

• Provide technical guidance and expertise throughout the SCRM team and broader.

• Lead on behalf of Estates Actively support the G7 in the development of a robust framework and process to undertake the allocated responsibilities to the Estates SCRM Performance and Audit team, creating the governance to ensure colleagues have clarity of roles, objectives, activities and timeframes.

• Actively sponsor and drive the ‘one team’ culture across DWP Estates and supplier partners in the delivery of services and customer relationship management, encouraging joined up teamwork and establish professional relationships with a range of stakeholders to share information, resources and support.

• Performance management of the Integrator via KPI monitoring, management and assessment of delivery to support successful delivery of high quality outcomes that meet the customers needs and gives value for money.

• Lead relevant supplier review meetings and governance process with supplier partners as per the Estates Category Management RACI and business process, promoting a culture of following the appropriate procedures to ensure results are achieved on time whilst still enabling innovation.

• Escalate contractual issues and changes to Category Management as required, whilst ensuring output and important messages are communicated with colleagues and stakeholders respectfully, taking into consideration the diversity of interests.

• Openly report and challenge where service deficiencies are revealed and take action to prompt / instruct / jointly agree implementation of sustainable performance and quality improvement measures, relating to the Integrator or in partnership with the Integrator for the wider supplier network.

• Develop a framework to deliver a programme of audits in partnership with the Integrator, for the wider supplier partner contracts, to validate delivery of services and adherence to Performance Measuring System (PMS) protocols and contractual obligations.

• Administrating and validating contract and service variations within the Integrator contract, and working in partnership with the Integrator to effectively coordinate through supplier partners.

• Working in partnership with the Integrator, Supply Chain Managers and Category Management to ensure service changes are managed effectively end to end.

• Provide commercial and financial assurance relating to all supplier partner contracts.

• Support in the negotiation and of a value for money settlement of the end of year PMS reconciliation and gain share or savings initiative management.

• Define and implement the process to manage the responsibilities of Estates as part of the on the NEC3 contract on behalf of DWP, in conjunction with key stakeholders including CCS, Category Management and the Integrator.

• Maintain and conduct robust contract and performance monitoring and measuring regimes to ensure the accuracy of supplier partner self-reporting against contractual KPIs and unavailability protocols.

• Work in partnership with the Integrator, Supply Chain and Category Management to ensure Gain Share savings initiatives are managed on behalf of DWP and approved effectively.

• Lead, manage and negotiate a value for money settlement of the end of year PMS reconciliation and gain share or savings initiative management, relating to the Integrator contract or where required regarding wider supplier partners, in conjunction with Category Management team.

• Line manage SCRM Performance Analysts, Identify professional development needs of self and the Performance and Audit team.

Responsibilities

Essential Skills, Knowledge & Experience

• Strong commercial experience gained within a Property, Facilities Management or similar complex multi-site function within a large, matrix organisation.

• Experience of managing external suppliers / contractors to deliver a range of Real Estate services with an exposure to a variety of performance gathering and measuring tools.

• Knowledge of NEC3 contract frameworks desirable.

• Knowledge of Performance Management Systems.

• Building strong sustainable supplier and stakeholder relationships with experience of driving reduced costs and improved supplier performance.

• High level management of key suppliers with an ability to drive forward negotiations, management or escalation of issues and engage in key decision making that has strategic consequences.

• Strong ability to analyse and interpret performance data and identify trends in order to challenge the status quo to deliver quality service delivery improvements.

Leadership attributes and behaviours

• Reflect on own work, continuously seek and act on feedback to improve own and team’s performance. Ensure development objectives are set and achieved to address any gaps and improve delivery of current and future work.

• Have clear understanding of their role, responsibilities, and accountability within the team.

• Support continuous improvement of relevant standards, policies, processes, and governance relating to the role, identifying improvement opportunities and owning their implementation where applicable.

• Collaborate with team members and cross functional colleagues to identify and implement improvements in ways of working, policy, process and governance.

As a line manager

• Ensure clear roles and responsibilities are identified for all team members with defined objectives and clear accountability.

• Establish development objectives for your team and ensure they can be addressed are set and achieved to address any gaps and enable delivery of current and future work. Take time to coach, mentor and develop other colleagues to support succession planning. Show a positive approach to keeping the whole team’s efforts focused on the top priorities.

• Promote an innovative and high performing culture and ensure most appropriate resources are available for colleagues to use to do their job effectively.

• Ensure working practices of team adhere to department standards, policies, and processes and that appropriate governance is followed at all times.

• Encourage team to identify improvement opportunities to improve policies, processes and ways of working.

Qualifications/professional memberships

Desirable

• Working towards IWFM (Levels 4-5) with a preference if already held, or an equivalent professional body qualification.

Behaviours

We\'ll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Leadership
• Working Together
• Managing a Quality Service

Benefits

• Learning and development tailored to your role

• An environment with flexible working options

• A culture encouraging inclusion and diversity

• A Civil Service pension