Soft Service Manager

7 months ago

Durban, South Africa Tsebo Group Full time

**About Us**:
Tsebo Facilities Solution is looking for a soft service manager To provide supervisory direction and strategic planning with regard to the service delivery of soft services in order to ensure maximum customer satisfaction. The responsibility is for the national footprint of the client’s premises and covers the following services: Cleaning, Hygiene, Catering, Landscaping, Vending Solutions, Help Desk, Mailroom (including courier and reprographics) and Pest Control

As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people - the heart of Tsebo - is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.

**Duties & Responsibilities**:
**Subcontractor Management**
- Supervise on-site contractors and procedures, ensuring they provide service as per SLA agreement.
- Foster a good relationship with outside contractors and monitor and evaluate the standard of service delivery and cost.
- Liaison with the Compliance manager to ensure contractor compliance and safety standards are met and maintained from inception of contractor until end use.
- Implement the agreed SLA with Service Providers.
- Ensure mechanisms are in place for effective performance management and review of subcontractors
- Follow up non-conformance as per SLA.
- Hold and document regular review meetings with the service providers.
- Ensure that all contracts are agreed and in place per service provider and approval has been received from the client prior to action

**Reporting**
- Assist with the development of Preventative Planned Maintenance Plans and a list of capital improvements with soft service activities being your priority.
- Undertake building audits and review results.
- Liaison with client to ensure reporting is relevant to the need.
- Provide daily/ weekly/ monthly reports on call status and SLA attainment
- Ensure Help Desk Reports are generated and submitted to the client timorously
- Monitor the accuracy, grammar and spelling of calls logged.
- Liaison with the systems administrators to ensure the system is set up correctly for the accurate and correct logging of calls.
- Provide regular communication plan to the client on the call logging process and encourage the logging of calls.
- Provide statistical data to assist the management team and client in the making of decisions.
- Provide KPI and QBR reporting information and report as such during these sessions. Be able to comment on trends and provide feedback as requested within your field of scope

**Project Management**
- Project manage ad-hoc projects of a soft service nature.
- Assist in obtaining the required resources for any projects
- Liaison with the service providers responsible for the soft service delivery during projects.
- Work closely with the technical manager and Senior facilities manager to ensure the project is delivered on time and to budget.

**ISO 9001; 14001 & 18001 - Quality, Environmental and Health & Safety Standards**
- Adhere to the TFS Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures of as applicable to this position.
- Ensure Contractor compliance for all 3rd part and divisional suppliers.
- Liaison with the compliance manager to ensure all compliance and CHESM targets are achieved and met.

**Skills and Competencies**:

- Understanding of the equipment, materials and suppliers used in facilities management.
- Good understanding of SLA’s (Service Level Agreements).
- Knowledge of LRA and managing labour relations issues.
- Valid driver’s licence and own transport.
- MS Word, Excel and Outlook.
- Understanding Scheduling and Rostering
- Attention to detail
- Good financial and business acumen

**Qualifications**:

- Grade 12
- Facilities Management Diploma or similar.
- 2-3 Years’ experience in a similar environment.

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