Service Manager

SUMMARY:
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POSITION INFO:

Job Description:

The Services Manager will be reporting to the Manager. The successful candidate will be responsible for efficiently coordinating and managing the internal support services and external service providers within the healthcare environment to achieve Company objectives of quality, growth and people. Services managed include: Catering services, Cleaning/Bundled services, Security services, Garden services, Hygiene services, Pest Control services, Medical/Healthcare risk waste services, General Waste services, Laundry services, Coffee Shops and Paid Parking Services.

Education and Experience:

• Degree/ National Diploma Qualification in facilities or related
• A recognized National Diploma and Advanced Certificate in Facilities Management (non-negotiable)
• Years’ experience and industry requirements
• Proven track record of minimum 3 years relevant experience managing outsourced/insourced Soft Services, Integrated Facilities Management and Bundled soft services contracts (non-negotiable)
• Minimum 3 years experience managing large insourced and outsourced teams (non-negotiable)
• Knowledge and exposure in Industrial Relations (advantageous)
• Experience within the Healthcare sector advantages. Other industries include Hospitality, Retail, FMCG or related sectors

Critical Outputs:

Effective management of external service providers through:

• Identifying, in line with Corporate Real Estate Services (CRES) applicable services and service providers
• Reviewing SLA and document specific requirements and ensure signature by relevant parties
• Driving and monitoring conformance to SLA, identify gaps and implement corrective action
• Maintaining productive relationships with service providers through regular meetings
• Effective relationship building with internal and external stakeholders
• Participating actively, where necessary, on internal and external review meetings

Effective quality systems management through:

• Ensuring customer satisfaction survey is conducted on a regular basis and ensure requirements/complaints are identified, investigated, acted upon and managed appropriately
• Ensuring external stakeholders conform to agreed quality standards and drive conformance to relevant health and safety legislation as it relates to area of responsibility
• Identifying alert and incident trends and drive corrective actions
• Ensuring compliance to ISO 9001:2008 and ISO 1400:2004
• Ensuring compliance to all health industry regulatory bodies assessments (DOH Core standards, COHSASA, OHSC Norms and Standards)
• Preparing for and participate in various audits

Effective financial management through:

• Participating in budgeting process and monitor performance against budget
• Planning, agreeing and implementing Capex expenditure with hospital management
• Review services benchmark report to effectively manage outsourced services cost and quality metrics
• Ensuring accurate and timeous invoices are received from external suppliers for processing
• Ensuring invoices are captured according to approved catalogues and contracts
• Complete scope changes for all permanent changes in services scope
• Participating in and/or identifying opportunities to improve business processes, systems and resource utilization in order to achieve financial savings

Effective people management through:

• Demonstrating visible leadership in respect of healthcare values, operating model and strategy and actively sponsor company initiatives and projects in own area of responsibility
• Participate in Leadership Visibility rounds
• Recruiting, retaining, motivating and developing staff according to people policies and practices

Effective facilities management through:

• Ensuring the hospital facility is always in a clean and in habitual state
• Participating in building hand-over projects to ensure additional soft services are procured timeously where applicable
• Manage large spend facilities management projects including project analysis, mobilisation and implementation

Knowledge and background:

Professional

• Experience in managing budgets and forecasting
• Experience in working in a multi-disciplinary environment
• Experience in the procurement and management of facilities related services
• Experience in the field of facilities management (soft services) and SLA management
• Knowledge of contract management and health and safety regulations (OHS Act)

Technical

• Report writing
• Contingency planning
• Excellent organisational skills
• Ability to manage large teams
• Excellent communication skills
• Maintain standards of accuracy and meet deadlines
• Commercial awareness acumen and understanding of contract documentation

Social

• Excellent interpersonal skills
• High level of flexibility and resilience
• Ability to work well under pressure, individually as well as in a team
• Contribute towards meaning input and continuous improvement initiatives
• Work across all disciplines taking responsibility for and acknowledge service levels
• Support after hour call-out if required

Competencies

• Resilience
• Ethical behaviour
• Leading by example
• Excellence orientated
• Customer responsiveness
• Problem-solving, analysis and judgement
• Motivating, influencing and developing people