Services Manager

SUMMARY:
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POSITION INFO:

Overview

Our client in the Healthcare Industry is seeking a Services Manager to join their team. The successful incumbent will be responsible for efficiently coordinating and managing the internal support services and external service providers within the hospital environment to achieve Company objectives of quality, growth and people. Services managed may include Catering, Cleaning, Security, Garden, Hygiene, Pest Control, Medical and General Waste, Laundry and Coffee Shops.

Minimum Requirements

• Grade 12/Matric
• Degree or National Diploma at NQF level 7 in Facilities Management, Business Management/Administration, Hospitality Management, Logistics Management, Supply Chain/Contracts Management, Project Management or related
• 3 + years relevant experience managing outsourced/insourced Soft Services, Integrated Facilities Management, and bundled soft services
• Experience in the procurement and management of facilities-related services
• Experience in the field of facilities management (soft services) and SLA management
• 3 years’ experience managing large teams
• Knowledge and exposure in Industrial Relations

Job Responsibilities

Effective management of external service providers

• Identifying, together with Group Procurement, applicable services and service providers
• Reviewing SLA and in consultation with Group Procurement, document specific hospital 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

• 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
• Preparing for and participate in various audits
• Conduct regular audits, walkabouts and checks within the facility including services production areas (kitchens, cleaning storerooms, guard houses etc.)

Effective financial management

• 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

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

Effective facilities management

• 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

Support after-hour call-out if required

Key Competencies / Skills

• Managing budgets and forecasting
• Knowledge of contract management and health and safety regulations
• Report writing
• Contingency planning
• Excellent organisational skills
• Ability to manage large teams
• Excellent communication skills
• Resilience
• Ethical behaviour
• Leading by example
• Excellence orientated
• Customer responsiveness
• Problem-solving, analysis and judgement
• Motivating, influencing and developing people