Facilities Manager

From IT frameworks

Contents 1 Job Description for the position of Facilities Manager 1.1 The job 1.2 Position 1.3 Production 1.4 Responsibilities 1.5 Authority 1.6 Resources 1.7 Qualifications 1.8 Advancement

Job Description for the position of Facilities Manager

Facilities Management is a discipline in IT service management.

The role of Facilities Manager is to ensure the goals of the Facilities Management sub-function are achieved. The main objective is to manage the physical environment where the IT infrastructure is located.

Facilities Management provides information to Configuration Management regarding the physical location and status of Configuration Items, and is also an integral part of Change Management, Capacity Planning, Availability Planning and IT Service Continuity Management.

The job

The Facilities Manager is a position within the scope of Facilities Management ITILv3 process.

This document provides a good description of the position but is not complete for every organisation. Adjust as necessary.

Position

• Immediate seniors are Service Operations Manager and IT Operations Manager.
• Immediate juniors are the IT Operations Management staff triggering the Facilities Management process.
• "Users" are all users of internal and external IT services.
• "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
• "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.

Production

Key Performance Indicators (KPIs)

• Unresolved issues regarding the physical work environment at present time
• Planned downtime affecting business critical hours eg. planned power cut
• Impact of issues relating to physical resources (not managed by technical mgt) presently affecting employees
• Plans over definitive spares for to enable optimal IT physical environment
• Easily accessible telephone list with crisis numbers

Metrics

• Percentage of facilities monitored
• Percentage of IT operations monitored
• Percentage of non-standardised equipment
• Number of bypasses of the process
• Number of Incidents against the service
• Number of buildings
• Number of unauthorized accesses
• Number of shipments arrived as planned
• Maintenance done according to schedule
• Number of Power failures
• Number of staff lacking required equipment

Responsibilities

Facilities Manager is responsible for:

• Tasks
  • Building management, including cleaning, waste disposal, parking, access control, security monitoring, signing/marking and physical facilities such as cables, power, secure entry, furniture, etc.
  • Equipment management, including receipts, storage, unpacking, configuring, installing, providing facilities required by the equipment, disposing retired equipment, etc.
  • Power management
  • Environmental conditioning, including temperature, humidity, air quality, etc.
  • Alert systems management
  • Understanding and enforcing compliance with relevant safety standards and legislation
  • Physical access control management
  • Shipping and receiving management
  • Maintenance management, including maintaining a master schedule of all planned maintenance activity
  • Involvement in contract management, such as leasing, maintenance, telecommunication and security contracts

• Personnel
  • Leading and supporting the Facilities Management team.
  • Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
  • Understanding the full scope of the Facilities Management process.
  • Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
  • Ensuring any disagreements with employees have the opportunity to become RfCs.

• Reporting
  • To Process Manager (To ensure optimal process interaction)
  • To Service Operations Manager (To ensure Facility issues are managed in relation to the Facilities Management process description)
  • To Service Owner (To improve all Facilities Management decisions)
  • To Service Operations Management (For Facility issues needing escalation)
  • To ITSG (To ensure all IT goals are aligned to business goals)

Authority

• Service Design design time scales (Issue response and resolution targets within SLA/OLA).
• Service Design designs Facility Models with predefined activities. Any changes to these activities must be transitioned.
• Facility issues outside the scope of the SLA are escalated to the Service Operations Manager.

Resources

Internal resources

• The Facilities Manager has internal resources available as defined by the organization for process owners.

External resources

• The Facilities Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Facilities management process.

Qualifications

It is expected that the Facilities Manager has the competence required to competently manage the Facilities Management ITILv3 process.

It is expected that he/she constantly acquires knowledge necessary to continually manage the Facilities Management ITILv3 process better so that expectations are continually met.

Advancement

As Facilities Manager you have the possibility to apply for positions as Service Operations Manager and other key positions in the Operations life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.