Services Manager

SUMMARY:
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POSITION INFO:

REQUIREMENTS

• Employment Equity preferred
• A recognized 3-4 year 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 field
• Proven track record of a minimum of 3 to 5 years relevant experience managing outsourced/ insourced soft services, integrated facilities management and bundled soft services
• Minimum 3 years experience managing large teams
• Knowledge and exposure to Industrial Relations

PROFESSIONAL KNOWLEDGE AND BACKGROUND

• 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 KNOWLEDGE AND BACKGROUND

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

SOCIAL KNOWLEDGE AND BACKGROUND

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

KEY COMPETENCIES

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

RESPONSIBILITIES

• 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
• 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, in internal and external review meetings
• Effective quality systems management 
  • Ensuring customer satisfaction surveys are conducted regularly and ensuring 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 driving corrective actions
  • Ensuring compliance with ISO 9001:2008 and ISO 1400:2004
  • Preparing for and participating 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 the budgeting process and monitoring performance against the budget
  • Planning, agreeing, and implementing Capex expenditure with hospital management
  • Review services benchmark reports 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 to achieve financial savings
• Effective people management 
  • Demonstrating visible leadership in respect of hospital values, operating model and strategy and actively sponsoring company initiatives and projects in own area of responsibility
  • Recruiting, retaining, motivating, and developing staff according to the hospital's people’s policies and practices
• Effective facilities management 
  • Ensuring the hospital facility is always clean and in a habitual state
  • Participating in building hand-over projects to ensure additional soft services are procured timeously where applicable