**Job Description**
**Brief Role Description:**
Overseeing the quality of services provided by internal teams, managing various activities related to planning, implementing, executing, and monitoring services within a designated contract. Ensuring precise delivery aligns with the required SLA and service standards.
**Key Performance Areas:**
– Ownership of service delivery in Cleaning, Hygiene, Indoor Plants, Landscaping, Waste Management, Confidential Waste, Catering, Hot Beverage Vending, Shuttle Services, and related functions.
– Responsibility for service delivery from soft services partners on respective contracts.
– Continuous engagement with key account and operational leaders in soft services.
– Strategic drive to align all services under BFM on the contract and adhere to service excellence principles.
– Promoting a “Best in Class” customer service ethic and delivery across the soft services portfolio.
– Driving innovation and efficiency to reduce costs and achieve savings.
– Implementation and development of measurement tools for continuous assessment of service performance and customer sentiment.
– Assessment of operational performance of service partner teams in alignment with service standards.
– Development of contract or client-specific audits against SLA.
– Alignment of service delivery outputs with the client’s strategic initiatives and national requirements for soft services.
– Logging and resolution of service delivery concerns using RIMS on SAP.
– Ensuring end-to-end management of monthly service contract adherence (PPM), including credit notes when required.
– General administration, including customer feedback reporting, benchmarking of all services, service standards audits, and consumable reporting.
**Health & Safety:**
– Adherence to BFM’s Safety, Health, Environmental, and Quality (SHEQ) Management System’s Policies and procedures.
– Adoption and maintenance of ISO policy, procedures, and standards for all service partners.
– Implementation of identified measures in accordance with standards and procedures.
**Reporting:**
– Preparation of presentations for operations/relevant stakeholders.
– Monthly vendor reporting, service standards or RIMS dashboard monthly reporting.
– Compilation and preparation of statistics/reports, particularly an operational view of soft services performance for governance forums.
**Adhoc:**
Undertaking any other responsibilities as directed by management.
**Minimum Requirements:**
– Matric.
– Degree or Higher Diploma.
– Grade 12.
– Driver’s License.
– 5 to 8 Years’ experience in a similar environment; experience in a hospitality leadership role or facilities management leadership role, dealing with hospitality providers or stakeholders.
– Customer services experience and knowledge of service level agreements will be advantageous.
– Catering or Food & Beverage Hospitality experience is advantageous.