Account Manager - Data Centre Solutions - Farnborough
Job ID
Service line
GWS Segment
Role type
Areas of Interest
Data Centers, Executive Management, Project Management, Transaction Management
London - England - United Kingdom of Great Britain and Northern Ireland
Job Title:               Account Manager 
Location:              Farnborough, United Kingdom
Responsible for:  Critical Environment Operations 

About CBRE Global Workplace Solutions:

As one of CBRE's core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building. Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services. Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings.

CBRE Group, Inc. is the world's largest commercial real estate services and investment firm, with 2019 revenues of $23.9 billion and more than 100,000 employees (excluding affiliate offices). CBRE has been included on the Fortune 500 since 2008, ranking #128 in 2020. It also has been voted the industry's top brand by the Lipsey Company for 19 consecutive years and has been named one of Fortune's "Most Admired Companies" for eight years in a row, including being ranked number one in the real estate sector in 2020, for the second consecutive year. Its shares trade on the New York Stock Exchange under the symbol "CBRE."

Purpose of role 
The primary purpose of Account Manager is to deliver 24/7/365 100% reliability and availability of critical equipment required to sustain the critical environment across the Data Centre portfolio. 
Scope of Role 
This role is responsible for all operational activities, i.e. People management, Maintenance and Repair work, required for the Critical Environment equipment, supporting the data centre, but not limited to, electrical, mechanical, monitoring, control systems & Asset Management operations. Providing leadership, management, and development of the Supplier Team at the data centre and ensuring that Supplier financial and contractual commitments are met. To be responsible for the day-to-day management of the Data Centre Operations team. 
Key Responsibilities 
  • Manage and develop a professional relationship with client representatives at the data centre to create a positive customer experience. 
  • To deliver a performance level which achieves and beats the KPI’s and SLA’s set down in the statement of works / contract. 
  • Full financial responsibility for the contracted budget spend for the data centre. 
  • Responsible for tracking PO and headcount information for monthly billing. 
  • Preparation and ownership of monthly forecasting for billing and budget spend for the data centre. 
  • Responsible for the preparation of the site data required for monthly reports and meetings for the site: Monthly Supplier Contract reviews, Quarterly Business Reviews (QBR) and any other reports as required. 
  • Assist in the drive for consistency across the site in how activities are managed. Ensure that one approach is adhered to for the site. Promote collaboration and co-operation of efforts from 
  • Supplier teams across the site. 
  • Provision of leadership and guidance, advice, coaching and direct support, where required to 
  • Supplier employees at the data centre, including training, assessment, recognition/reward and appraisal system. 
  • To motivate and develop the Supplier team at the data centre and to ensure that the culture and standards are consistent with the culture and standards established by Supplier. 
  • To audit and monitor the team’s efficiency and to develop efficiencies and innovations that benefit the client and Supplier. 
  • Deliver effective business communication through advice, review, leadership and direct contribution to management and team meetings, briefings, consultation forums, correspondence, publicity, monthly and ad-hoc reporting and other publications, as appropriate. 
  • Provide a learning environment, and appropriate training and development planning. Ensure basic training needs are delivered, employees are fully competent to undertake their roles, and are able to reach their full future potential. 
  • Talent manage staff to ensure an appropriate training plan and career progression is identified. 
  • Effectively lead management related activities including regular management meetings; development of operational procedures; fostering of good relationships with the client; providing services of the highest standards. 
  • Manage annual maintenance service contracts within budgets. Produce site related financial activity and other statistical information and reports as requested. To provide input into regular management reports. 
  • Be the point of contact during significant events or multi-discipline technical escalations occurring within the specified site. 
  • As necessary, participate in any business continuity plans. 
  • Ensure data centre operations and business policies and processes are effectively communicate implemented and adhered to within the contract. 
  • Ensure the provision of healthy and safe working conditions and that both Apple and Supplier’s, 
  • Quality, Health Safety and Environment policies and processes are effectively implemented across both Supplier and subcontractors’ activities and are regularly reviewed. 
  • Ensure optimum staffing structures are in place in the teams, balancing cost reduction with the delivery of service excellence. Ensure structures support peaks and troughs in workload, and disaster recovery. 
  • Ensure post holders are fully competent, and that effective succession planning arrangements are in place, monitoring staff retention rates and ensuring staff training & development plans are produced and implemented. 
  • Ensure appropriate control systems are in place to ensure statutory, policy and contractual commitments are met. 
  • Ensure a customer focus within all areas of operational activities, and that effective relationships are maintained with key client representatives. Ensuring contractually agreed SLA’s and KPI’s within the Scope of Works (SOW) are met and necessary record retention demonstrating adherence. 
  • Plan and schedule all maintenance subcontractors works and repairs. Ensure all accounts and documentation associated with these subcontractors are current and up to date. 
  • Ensure all subcontractors deliver a quality and competent service and that all contractual obligations are met. 
  • Manage other tasks as directed by the senior management team. 
  • Reporting directly to the Area General Manager 
  • Accountability to the Supplier’s functional heads, as appropriate. 
  • Maintains close working relationships with key client representatives. 
  • Manages direct reports. 
  • Responsible for all sub-contractors managed by Supplier. 
  • Financial responsibility for the full budget and financial management on behalf of Supplier. 
Person Specification 
  • Excellent general education is essential, ideally to degree standard in electrical, mechanical or IT or equivalent experience. 
  • Must be able to demonstrate a career showing continuous personal development ideally with experience in data centre management or equivalent experience. 
  • Finance with exposure to invoicing, budgets and general business accounts. 
Experience (Essential) 
  • Managerial experience within a critical environment. 
  • Must understand all the associated safety code related requirements relative to providing the service Experience with Health & Safety Risk Assessments and Control Measures. 
  • Experience of maintaining critical & temperature control conditioned environments. 
  • Detailed understanding and experience of the electrical and mechanical systems used in a data center environment, including: Transformers, Generators, Fuel Systems, Switchgear, UPS systems, Battery banks, ATS/STS units, PDU/PMM units, Air handling units, chilled water systems, Fire Alarm systems, and Fire Suppression systems (pre-action sprinklers). 
  • Good understanding of IT support services. 
  • Prior experience of managing outsourced contracts. 
  • Prior operations management experience including team management, work scheduling, and performance reviews. 
  • Prior exposure to maintenance scheduling and subcontractor management and supervision. 
  • Strong understanding of CMMS Computerised Maintenance Management Systems and tools. 
  • Experience of managing escalation and emergency issues. 
  • Experience in vendor management, ability to manage and monitor progress to ensure objectives are achieved for outsourced support and projects. 
  • Familiarity with ISO audit processes and documentation. 
  • Practical experience must include recruitment and line management/supervisory experience.  
  • The development and review of teams, appraisal, and the application of effective people 
  • management practice. 
  • Experience with project management principles. 
  • Excellent verbal, written and interpersonal communication skills, with the ability to communicate intelligently and effectively with Apple, Supplier employees and subcontractors. 
  • Numerate and computer literate. Intermediate to advanced software skills - MS Office (Excel, and Word), Keynote, Visio and Microsoft Project. Must be able to use Apple technology. 
  • Excellent motivational and influencing skills, with high levels of personal integrity. 
  • Has vision, and able to communicate this effectively. A role model for customer service 
  • excellence and politically astute. 
  • Ability to communicate technical and business problems in a non-technical manner. 
  • Calm manner, able to work under pressure. 
  • Able to make sound decisions when needed. 
  • Analytical. 
  • Creative. 
  • Able to contribute effectively across all business activities. 
  • Must have a high level of energy, be self- starters, confident and stable in manner. 
  • Organised, able to effectively prioritise and deliver within a dynamic and high pressure, business critical environments. 
  • Will be required to travel on occasions to support operational delivery and participate in training and business review. Some overnight stays may be required. 
  • Must be willing to be flexible in their working patterns as needed to support requirements 
  • dictated by the rhythm of the business. 


We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.