Service Standards Lead

4 weeks ago

Johannesburg, South Africa Bidvest Facilities Management Full time

**ROLE PURPOSE**

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.

**MAIN OUTPUTS**
- Ownership of service delivery in Cleaning; hygiene; indoor plants; landscaping; waste management; confidential waste; catering and hot beverage vending and related functions. Particular areas of focus would include public areas; bathrooms; fabric; BOH areas; all customer facing spaces; hygiene products; cleaning protocols; cleaning resources and resourcing.
- Ownership of service delivery soft services partners and functions on respective contracts
- Continuous structured engagement with all soft services key account and operational leads
- 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 internal teams; in alignment to service standards
- 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.
- Log and resolve service delivery concerns using RIMS on SAP
- Ensure monthly service contracts (PPM) is managed end-to-end including credits notes are passed where required
- General Administration
- Customer feedback reporting
- Benchmarking
- Service standards Audits
- Consumable report - 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 & Procedures as applicable to this position.
- Adopt and maintain ISO policy, procedures and standards for the site
- 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
- Service standards or RIMS dashboard monthly reporting
- Compile and prepare statistics/reports as and when required.
- 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.

**QUALIFICATIONS AND SKILLS**

**_ The Applicant must meet the following requirements:_**
- Matric
- Hospitality or Facilities Management Qualification
- Degree or Higher Diploma
- 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
- IMS (Integrated Management System)
- Microsoft Office (Intermediate), SAP Knowledge

**FUNDAMENTAL COMPETENCIES**
- Good planning and organizational skills
- Initiative/Proactively
- Written Communication
- Service Oriented
- Attention to detail
- Business Acumen
- Decisiveness
- Display pursuit of excellence
- Maintain confidentiality
- Outcome based leadership
- Etiquette / Courtesy in Business
- Planning & execution skills
- Problem Analysis
- Demonstrate independence
- Relationship Building
- Listening
- Teamwork
- Good interpersonal skills

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