Position Title:             NATIONAL SOFT SERVICES MANAGER

Position Reports to:   Key Account Manager

Business Unit:            Facilities Management

Main Purpose / Objective of the Position

• To manage and control soft services operations to the client-agreed specification and to the agreed performance, qualitative and financial targets.
• To provide leadership, role modelling and direction to the delivery teams within soft services areas.
• To be accountable for excellent service delivery within the soft services team activities and operational objectives ensuring continuous improvements are made.
• To oversee day to day running of soft services (nationwide) in respect of cleaning, security, hygiene, pest control, waste management, garden maintenance and indoor plants.

Decision Making Authority

• Management of services and supplier contracts
• Management of work orders through the CFMS
• Compliance to the OHS Act and other statutory requirements
• Decisions are based on knowledge of theory and systems
• Works within a specific prescribed policies and guidelines

Experience / Education

• A minimum of 6 years’ experience in operations or facilities management, preferably soft services
• A bachelor's degree in built environment, engineering or business administration, or another related degree

Skills Required

• Computer literacy (MS Office)
• Collaboration
• Project Management
• Strong attention to detail
• Basic accounting principles, incl. budgeting
• People management
• Verbal and written communication skills
• Negotiation skills
• Conflict Resolution

Knowledge Required

• SLA contract management
• Project Management
• Utilities Management
• Business writing skills and reporting
• Financial / numeracy skills
• Call & query analysis
• Company structure and policies
• Occupational Health and Safety principles

Competencies Required

• Customer & quality focus
• Methodical, Teamwork and co-operation
• Problem solving & decision making
• Financial & business acumen
• Communication (on higher level)
• Tolerance for stress
• Assertive
• Drive and productivity

Major Drivers of Work Volume

• Contractual Obligations, Work Orders, Management complexity & intensity.

Interface / Relationships With

Internal:          Department Head, Facilities Team, Internal Business Unit Heads

External:          Clients, Contractors, Landlord, Tenants