City Facilities Management
Location: Glasgow Head Office Full time, permanent role (37.5 hours per week) JOB PURPOSE: This role will be responsible for driving the design, architecture and delivery of AI-powered solutions across the group. It will be critical in implementing production-grade systems that leverage LLMs, with a focus on reliability and cost-aware deployment. As a Lead, this role will bridge cutting-edge research and production engineering - setting technical direction, mentoring a high-performing team, and ensuring AI solutions are robust, scalable, and responsible. PRINCIPAL TASKS AND RESPONSIBILITIES Design and implement secure and scalable LLM-powered applications using modern Generative AI architectures Collaborate with product, data and ops team to identify the issues in hand and explore how AI can open up new ways of solving them Use AI coding assistants such as Claude Code or equivalent as part of day-to-day development workflows to improve efficiency, quality, and delivery speed Optimize performance for latency, cost, accuracy, security and reliability Ensure all software that is created is in line with the technical roadmap, development guidelines and security standards. Troubleshoot, debug, and resolve technical issues across the product. Ensure code reviews and automated tests to support quality assurance Participate in all meeting arounds Refinement, Planning and Delivery. As a Lead: Lead the architecture and end-to-end development of AI solutions, from prototyping to production Collaborate with the Product team to identify candidate use cases for AI, helping them understand the art of the possible with today's AI capabilities and where it can deliver real business value. Work closely with IT Governance and Cyber Security teams to ensure AI solutions are secure by design and that data is handled responsibly, ethically, and in line with organisational policies. Define technical standards, best practices, and engineering roadmaps for AI initiatives Provide technical leadership and mentor developers Stay current with advancements in AI, evaluate emerging technologies, assess their applicability to the product, and help shape the organisation's AI journey Own quality, reliability, and performance of AI systems including monitoring, testing, and observability Conduct security and architectural reviews, and foster a culture of engineering excellence Communicate technical trade-offs and progress clearly to both technical and non-technical stakeholders Evaluate and select AI frameworks, LLM providers, vector databases, and cloud infrastructure Champion true AI Engineering across the team, leveraging AI tools to move faster without sacrificing code quality, security, or maintainability Basic Behaviours: Ensure that continuous improvement is baked into everything we do. Support the development of a strong culture focused on transparency, collaboration, and high performance Make time to support other members of the team and answer questions Take responsibility of your personal objectives and those of the team. Take ownership of deadlines and releases for yourself and the team. Any quality issues of the software the team owns should be looked on as a temporary and unacceptable state of affairs. Every opportunity should be taken to rectify problems, in conjunction with the completion of team and individual objectives. Professional / Academic / Qualifications 5+ years experience in a development role (essential) Degree level qualification (desirable) Specific Knowledge AI Hands on experience with Gen AI and LLM's Experience with RAG, Prompt engineering, Evaluation techniques AI infrastructure (vector stores, embeddings, model serving) AI agent frameworks and orchestration Understanding of embeddings, vector search Claude Code or equivalent Secure AI solution design Responsible AI principles Demonstrable AI engineering skills Agentic Tooling (desirable) Knowledge of Facilities Management domain (desirable) Background in domain-driven design, event-driven systems, or clean architecture (desirable) Software Engineering Typescript / Python / React / node js Microsoft .NET stack, SQL Server, NoSQL DB (eg Cosmos DB) REST API design and integration Design patterns and clean architecture GIT, Azure DevOps, CI/CD Pipelines, IaaC Demonstrated Behaviours Proactive, self-driven, and able to work independently or as part of a team Focused on outcomes rather than outputs Excellent verbal and written communication skills Pragmatic and flexible attitude Excellent interpersonal skills Attention to detail Mentoring/coaching skills
Location: Glasgow Head Office Full time, permanent role (37.5 hours per week) JOB PURPOSE: This role will be responsible for driving the design, architecture and delivery of AI-powered solutions across the group. It will be critical in implementing production-grade systems that leverage LLMs, with a focus on reliability and cost-aware deployment. As a Lead, this role will bridge cutting-edge research and production engineering - setting technical direction, mentoring a high-performing team, and ensuring AI solutions are robust, scalable, and responsible. PRINCIPAL TASKS AND RESPONSIBILITIES Design and implement secure and scalable LLM-powered applications using modern Generative AI architectures Collaborate with product, data and ops team to identify the issues in hand and explore how AI can open up new ways of solving them Use AI coding assistants such as Claude Code or equivalent as part of day-to-day development workflows to improve efficiency, quality, and delivery speed Optimize performance for latency, cost, accuracy, security and reliability Ensure all software that is created is in line with the technical roadmap, development guidelines and security standards. Troubleshoot, debug, and resolve technical issues across the product. Ensure code reviews and automated tests to support quality assurance Participate in all meeting arounds Refinement, Planning and Delivery. As a Lead: Lead the architecture and end-to-end development of AI solutions, from prototyping to production Collaborate with the Product team to identify candidate use cases for AI, helping them understand the art of the possible with today's AI capabilities and where it can deliver real business value. Work closely with IT Governance and Cyber Security teams to ensure AI solutions are secure by design and that data is handled responsibly, ethically, and in line with organisational policies. Define technical standards, best practices, and engineering roadmaps for AI initiatives Provide technical leadership and mentor developers Stay current with advancements in AI, evaluate emerging technologies, assess their applicability to the product, and help shape the organisation's AI journey Own quality, reliability, and performance of AI systems including monitoring, testing, and observability Conduct security and architectural reviews, and foster a culture of engineering excellence Communicate technical trade-offs and progress clearly to both technical and non-technical stakeholders Evaluate and select AI frameworks, LLM providers, vector databases, and cloud infrastructure Champion true AI Engineering across the team, leveraging AI tools to move faster without sacrificing code quality, security, or maintainability Basic Behaviours: Ensure that continuous improvement is baked into everything we do. Support the development of a strong culture focused on transparency, collaboration, and high performance Make time to support other members of the team and answer questions Take responsibility of your personal objectives and those of the team. Take ownership of deadlines and releases for yourself and the team. Any quality issues of the software the team owns should be looked on as a temporary and unacceptable state of affairs. Every opportunity should be taken to rectify problems, in conjunction with the completion of team and individual objectives. Professional / Academic / Qualifications 5+ years experience in a development role (essential) Degree level qualification (desirable) Specific Knowledge AI Hands on experience with Gen AI and LLM's Experience with RAG, Prompt engineering, Evaluation techniques AI infrastructure (vector stores, embeddings, model serving) AI agent frameworks and orchestration Understanding of embeddings, vector search Claude Code or equivalent Secure AI solution design Responsible AI principles Demonstrable AI engineering skills Agentic Tooling (desirable) Knowledge of Facilities Management domain (desirable) Background in domain-driven design, event-driven systems, or clean architecture (desirable) Software Engineering Typescript / Python / React / node js Microsoft .NET stack, SQL Server, NoSQL DB (eg Cosmos DB) REST API design and integration Design patterns and clean architecture GIT, Azure DevOps, CI/CD Pipelines, IaaC Demonstrated Behaviours Proactive, self-driven, and able to work independently or as part of a team Focused on outcomes rather than outputs Excellent verbal and written communication skills Pragmatic and flexible attitude Excellent interpersonal skills Attention to detail Mentoring/coaching skills
City Facilities Management
Job Title: Helpdesk Team Leader - Backshift Location: Glasgow Head Office Contract: Permanent Working Pattern : 5/7 Days, 2 Week Rotation Salary: £29,214.43 per annum + great company benefits! START DATE - WEDNESDAY 8TH JULY Job Purpose: This is a key position, leading the CSRs who act as ambassadors for our business. Team Leaders will effectively lead and manage the seniors and CSRs to ensure the highest level of customer care and satisfaction at all times. The role will develop to be responsible for leading a team of approx. 15 colleagues, across seniors and CSRs, ensuring all service delivery targets are being met and exceeded, wherever possible. Team Leaders are an integral part of the management team, adding true value to the business. Key Accountabilities: Safety To ensure that all activity compiles with Health & Safety policies. People To ensure company policies and practises are followed and delivered consistently. To coach, motivate to ensure people performance is optimised. Conduct yearly appraisals for team leaders and support them to carry out their own team appraisals Manage all sick calls the helpdesk and update the relevant systems and team members Attendance management, including welfare visits and return to work interviews for all Service Desk colleagues Recruitment of new colleague s process from - Advertising position, Reviewing CV s. Selection of candidates, Arranging of 1-1 interviews. Once selection is made liaise with Services trainer and arrange inductions Carry out Performance management performance improvement planning, disciplinary, investigation and conduct meetings Management of holiday requests and planned absence to ensure that Services Desk has adequate cover in place over all shifts (24/7) Identify any training needs in the Service Team Leaders and across the desk Excellence Champion customer service think like a retailer and motivate teams to encourage positive attitude Service Support the Helpdesk Manager to achieve set targets across all Helpdesk function. Spot check and help manage the Mercury job monitors, holding team accountable where needed Point of contact for all CSR process questions and escalations Step up and cover the managers role when required (annual leave or during absence) Collate data reports for field management, City colleagues & senior management teams Represent Helpdesk at internal and external meetings Implement procedural changes, ensuring all colleagues understand and are following process To visibly demonstrate enthusiasm and positive behaviour Have a detailed understanding on the Team Leader roles as well as CSR role so they can step in and help in any situation Highly skilled using all aspects of the Mercury system Mercury Superuser Integrity Comply with any other reasonable request or instruction from other Department/CFM Line Manager People Responsibilities: The Helpdesk Team leader is responsible for managing the seniors and CSRs to achieve key targets and support the Helpdesk as the business grows, the team size may increase accordingly. Knowledge, Skills and Abilities: Educated to GCSE / Standard Grade level as a minimum, ideally NVQ Level 3 or above (Customer Service / Administration A working knowledge of Helpdesk functions within the FM industry is beneficial Strong PC literacy, with experience in extracting, collating and presenting performance data
Job Title: Helpdesk Team Leader - Backshift Location: Glasgow Head Office Contract: Permanent Working Pattern : 5/7 Days, 2 Week Rotation Salary: £29,214.43 per annum + great company benefits! START DATE - WEDNESDAY 8TH JULY Job Purpose: This is a key position, leading the CSRs who act as ambassadors for our business. Team Leaders will effectively lead and manage the seniors and CSRs to ensure the highest level of customer care and satisfaction at all times. The role will develop to be responsible for leading a team of approx. 15 colleagues, across seniors and CSRs, ensuring all service delivery targets are being met and exceeded, wherever possible. Team Leaders are an integral part of the management team, adding true value to the business. Key Accountabilities: Safety To ensure that all activity compiles with Health & Safety policies. People To ensure company policies and practises are followed and delivered consistently. To coach, motivate to ensure people performance is optimised. Conduct yearly appraisals for team leaders and support them to carry out their own team appraisals Manage all sick calls the helpdesk and update the relevant systems and team members Attendance management, including welfare visits and return to work interviews for all Service Desk colleagues Recruitment of new colleague s process from - Advertising position, Reviewing CV s. Selection of candidates, Arranging of 1-1 interviews. Once selection is made liaise with Services trainer and arrange inductions Carry out Performance management performance improvement planning, disciplinary, investigation and conduct meetings Management of holiday requests and planned absence to ensure that Services Desk has adequate cover in place over all shifts (24/7) Identify any training needs in the Service Team Leaders and across the desk Excellence Champion customer service think like a retailer and motivate teams to encourage positive attitude Service Support the Helpdesk Manager to achieve set targets across all Helpdesk function. Spot check and help manage the Mercury job monitors, holding team accountable where needed Point of contact for all CSR process questions and escalations Step up and cover the managers role when required (annual leave or during absence) Collate data reports for field management, City colleagues & senior management teams Represent Helpdesk at internal and external meetings Implement procedural changes, ensuring all colleagues understand and are following process To visibly demonstrate enthusiasm and positive behaviour Have a detailed understanding on the Team Leader roles as well as CSR role so they can step in and help in any situation Highly skilled using all aspects of the Mercury system Mercury Superuser Integrity Comply with any other reasonable request or instruction from other Department/CFM Line Manager People Responsibilities: The Helpdesk Team leader is responsible for managing the seniors and CSRs to achieve key targets and support the Helpdesk as the business grows, the team size may increase accordingly. Knowledge, Skills and Abilities: Educated to GCSE / Standard Grade level as a minimum, ideally NVQ Level 3 or above (Customer Service / Administration A working knowledge of Helpdesk functions within the FM industry is beneficial Strong PC literacy, with experience in extracting, collating and presenting performance data
