BRIEF ROLE DESCRIPTION:
Managing the quality of the services rendered by internal teams; overseeing multiple activities by planning, implementing, executing, and monitoring the services that are provided on a respective contract. Ensuring accurate delivery of these services against the required SLA and service standards.

KEY PERFORMANCE AREAS

• Ownership of service delivery in Cleaning; hygiene; indoor plants; landscaping; waste management; confidential waste; catering and hot beverage vending; Shuttle services and related functions. Particular areas of focus would include delivery against the contracted service standards, operational performance, commercial compliance, measurement of performance, Customer focus and service excellence.
• Ownership of service delivery soft services partners and functions on respective contracts
• Continuous structured engagement with all soft services key account and operational leaders
• Strategic drive to ensure all services align under BFM on the contract and align to the service excellence principles
• Drive “Best in class” customer service ethic and delivery across the soft services portfolio through the measurement of service standards against the clients SLA requirements to articulate value to us and the client
• Drive innovation and efficiency to reduce costs and achieve savings
• Implementation and development of measurement tools to continuously assess the service performance on a contract, and sentiment of customers or end users.
• Assessment of operational performance of service partner teams; in alignment to service standards
• Ensuring standardization of all services across the national portfolio.
• Assessment and collation of data from measurement tools to continuously assess the service performance on a contract, and sentiment of the client’s customers.
• Develop contract or client specific audits against SLA
• Continually assess audit content and relevance to the respective client or contract
• Identify and Initiate cost optimization opportunities and communicate these to stakeholders
• Alignment of service delivery outputs to the client’s strategic initiatives and requirements nationally for soft services.
• Log and resolve service delivery concerns using RIMS on SAP
• Ensure monthly service contract adherence (PPM) is managed end-to-end including credits notes are passed where required

General Administration

• Customer feedback reporting
• Benchmarking of all services
• Service standards Audits
• Consumable reporting - Usage Mix of products – Hygiene and Cleaning
• Hold weekly documented meetings with service partners
• Soft Services PPM management

Health & Safety

• Adhere to the BFMs Safety, Health, Environmental, and Quality (SHEQ) Management System’s Policies and procedures as applicable to this position.
• Adopt and maintain ISO policy, procedures, and standards for all service partners
• Implement any measures you may identify in accordance with the standards and procedures
• Management of Catering and Hot Beverage vending food safety results.

Reporting

• Prepare presentations for Operations/relevant stakeholders when required.
• Manage SLA in terms of closure of calls or work orders – Monthly PPM dashboard for soft services
• Monthly Vendor reporting
• Service standards or RIMS dashboard monthly reporting
• Compile and prepare statistics/reports as and when required in particular an operational view of soft services performance for Governance forums
• Service standards audits and reports completed monthly per client requirements

Adhoc

• Undertake any other responsibilities as directed by management.
• Responsible for further specific projects as delegated by the Executive.

MINIMUM REQUIREMENTS

• Matric
• Hospitality or Facilities Management Qualification
• Degree or Higher Diploma
• N/A
• Grade 12
• Driver’s License
• 5 to 8 Years’ experience in a similar environment; experience in hospitality leadership role or Facilities management leadership role and with dealing with hospitality providers or stake holders.
• Customer services experience and knowledge of service level agreements will be advantageous
• Catering or Food & Beverage Hospitality experience is advantageous