Service Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Cortez Executive Search (Pty) Ltd Full time

Critical Outputs:

  • Effective management of external service providers through:
 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 through:
 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 through:
 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 through:
 Demonstrating visible leadership in respect of 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 people policies and practices

  • Effective facilities management through:
 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
 Manage large spend facilities management projects including project analysis, mobilisation and implementation

Requirements:

  • Qualification
 A recognised 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 (non-negotiable)Years experience and industry requirements

 Proven track record of minimum 3 to 5 years relevant experience managing outsourced/insourced Soft Services, Integrated Facilities Management and Bundled soft services (non-negotiable)

 Minimum 3 years experience managing large teams (non-negotiable)

 Knowledge and exposure in Industrial Relations (advantageous)

 Experience within the Healthcare sector advantages. Other industries include Hospitality, Retail, FMCG or related sectors

  • Knowledge and background
 Professional

  • Experience in managing budgets and forecasting
  • Experience in working in a multidisciplinary 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

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

  • Excellent interpersonal skills
  • High level of flexibility and resilience
  • Ability to work well under pressure, individually as well as in a team
  • Contribute towards meaning input and continuous improvement initiatives
  • Work across all disciplines taking responsibility for and acknowledge service levels
 Other

  • Support after hour callout if required

Competencies:

  • Resilience
  • Ethical behaviour
  • Leading by example
  • Excellence orientated
  • Customer responsiveness
  • Problemsolving, analysis and judgement

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