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ICT Improver - job post

3.7 out of 5



Full job description

Service line
GWS Segment
Role type
Areas of Interest
Data Centers, Digital & Technology/Information Technology, Engineering/Maintenance, Facilities Management
London - England - United Kingdom of Great Britain and Northern Ireland
Job Title: ICT Improver
Business Sector: Data Centre Solutions
Location: London, UK


CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally, we employ over 70,000 employees and operate in 48 countries.

Purpose of the Job

To work within the ICT Team, that aims to control and implement deliverables against all allocated Customer Specific Service Level/KPI Agreements. To make a direct contribution to the development and successful operation of the Managed Services function, working with colleagues to develop and implement departmental strategy, objectives and improvement processes.

The operational requirements for customer sites are to be a member of the team covering 24 hours a day 365 days per year on a shift rota basis and to be available to cover shift members where possible.

The ICT Improver is responsible for assisting the ICT Shift Team when on days, taking instruction from the ICT Shift Leaders They will also be responsible for following and developing a Personal Development Plan supplied initially by the ICT SDM Manager on their site.

The ICT Improver working pattern alternates on a weekly basis:

Monday-Friday 08:00-17:00 (one-hour unpaid lunch break)
Following week:
Tuesday-Saturday 08:0-17.00 (one-hour unpaid lunch break)
40-hour week

ICT Improver will be based at the Heathrow Data Centre but will be expected at times to travel and work at the Croydon Data Centre and Slough Data Centre, if required, and as part of the cross-fertilisation procedure employed at Client site.
Travel expenses will be compensated when asked to attend the above sites.

Key Responsibilities

  • Adhere to the rules and regulations as documented in the standards concerning Buildings and Communications rooms.
  • Make sure all work completed is carried out to the standard expected by the client.
  • Liaise closely with their customer and always promote a positive image of the company.
  • Ensure that the CBRE ICT SDM Manager is made aware of any issues within the team that may affect the ability to deliver the service against the agreed Service Level Agreements.
  • Escalate any issues or concerns relating to the Data Halls, Colo sites, or work on site to the CBRE ICT Infrastructure Manager in a timely fashion
  • Ensure that your ICT Infrastructure Managers are made aware of any absence or lateness as per company process.
  • Make sure all health and safety requirements are met and that any concerns or incidents are escalated to the ICT Infrastructure Manager. Document any accidents that occur.
  • Ensure that the correct approved CBRE uniform is worn at all times and if additional items are required then notify your ICT SDM Manager or Contract support team.
  • Make sure that annual leave is requested within the correct timeframes and as per company procedure.
  • Make sure your time sheets are completed and signed by no later than 9am every Friday and are made available for the contract support team, any overtime and expenses must be submitted via the relevant form and made available at the same time. Along with any receipts.
  • Ensure that emails and job queues are checked on a regular basis and actioned where necessary within timeframes and per Client’s process.
  • Ensure your toolbox talks are completed on a monthly basis
  • Ensure TCM’s and e-permits are in place and have relevant approval prior to carrying out the associated task. Notify ICT Infrastructure Manager if any discrepancies arise.
  • Keep the workshop area and all relevant storerooms clean and tidy and ensure that the relevant stock spreadsheets are up to date.
  • Ensure that the space planning team are advised of any hardware discrepancies you find within the data racks.
  • Survey all Service Now requests upon receipt and ensure that they have sufficient infrastructure/cable management and cab specification installed is correct, notify your ICT Infrastructure Manager should any issues be found.
  • Monitor all Service Now work requests and ensure that they are completed within agreed timescales, updating them as and when any progress has been made. Notify the ICT manager of any issues that may have arisen.
  • Ensure that all requesters are informed of delays, or unavailability of equipment that may affect the job completion time.
  • Monitor all site-specific tools associated to the Campus.
  • Monitor site specific tools/programs such as E-permit/TCM/SCADA/BMS/VESDA/Fireworks.
  • Hawki and Netcool are currently the core tools for monitoring the electrical and environmental aspects of the data halls from an ICT perspective, you must ensure that all alarms are dealt with ASAP and that any problematic issues are escalated accordingly.
  • Ensure that the telephone hotline is monitored at all times whilst on site and answered in a professional manner and check for any voicemails that have been left.
  • Ensure that emails and job queues are checked on regular basis and actioned where necessary and completed within timeframes.
  • Make sure that all plant and comms rooms are kept in a clean and tidy condition to the standard expected by the client
  • The EDCLN SharePoint site should be viewed on a regular basis for all current documentation
  • Carry out racking/stacking, patching, break fix tasks, decommissioning, infrastructure installations, cabinet modifications and hardware tasks as per relevant procedure documents.
  • Notify your ICT Infrastructure Manager or if absent his/her counterpart at Heathrow DC for of any stock requirements or your line manager.
  • Liaise with the Mechanical & Electrical engineering team as & when an additional resource is required, participate in Best Drill type training exercises.
  • When necessary receive and check deliveries following stores procedure for informing relevant groups and updating databases.
  • Ensure that the daily Handover notes within EoSH are detailed and correct and highlights any issues that require further assistance.
  • Notify the proceeding shift of any urgent requirements and requests and time prevailing survey requests and prepare labels etc.
  • Ensure awareness and compliance to the contractual KPI’s/SLA’s is undertaken.
  • Undertake the removal, documentation and shredding of hard drives as per the Client’s Procedure.
  • To perform any other duties within your skill set as delegated by your Line Manager
  • Undertake all CBRE and Client’s training programs, of which some will be off site.


  • Directly accountable to the ICT Manager, however a dotted line reporting to the other site management team exists. The main point of accountability during your shift will be to the ICT Shift Leader.
  • The post holder has directly reporting staff.
  • This post carries no direct budgetary responsibility, but financial awareness is required.


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.
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