Service Operations Manager

1 week ago

East London, Eastern Cape, South Africa Focus Kamoso (Pty) Ltd Full time
Job Description:

The role of the Service Contract Manager at Focus Kamoso (Pty) Ltd involves overseeing the efficient delivery of services, ensuring high standards of quality and compliance. This position is responsible for managing service contracts, ensuring performance standards are met, and coordinating with internal teams to ensure all services align with operational and contractual objectives.

Main Responsibilities:

  1. Ensure service providers meet performance standards as outlined in SLAs.
  2. Oversee contract compliance and performance adherence to service-level obligations.
  3. Handle contract renewals, modifications, and amendments.
  4. Optimize service delivery, drive improvements, and ensure compliance across all contracts.
  5. Work closely with internal teams, including Energy & Utilities and Procurement, to manage service interactions and ensure efficient coordination with the Facilities Management team.
  6. Implement strategies to enhance vendor relationships, focusing on continual performance improvement.

Operational Oversight:

  1. Oversee daily operations of applicable services.
  2. Ensure services are delivered efficiently and effectively.
  3. Implement and monitor service improvement plans.
  4. Ensure all services comply with health and safety regulations and applicable industry standards.
  5. Maintain operational focus on key systems, including lifts, fire safety, HVAC, electrical, and plumbing, while coordinating with specialized in-house teams.
  6. Track KPIs to measure service performance and identify areas of improvement.

Collaboration and Communication:

  1. Act as the primary liaison between the Facilities Management team and internal departments, ensuring smooth coordination of service delivery.
  2. Work closely with Procurement to align on contract management, supplier engagements, and compliance with purchasing guidelines.
  3. Collaborate with field services to ensure timely and efficient responses to service issues.
  4. Engage in regular performance reviews with internal stakeholders and service providers to maintain alignment with business objectives.
  5. Facilitate conflict resolution with service providers and ensure issues are escalated when necessary.

Key Soft Services:

  1. Cleaning and janitorial services
  2. Hygiene services
  3. Pest control
  4. Landscaping and grounds maintenance
  5. Reception and front desk services
  6. Waste management (work closely with specialized in-house team)

Key Technical Services:

  1. HVAC maintenance
  2. Electrical systems maintenance
  3. Plumbing services
  4. Building fabric maintenance (e.g., walls, roofs, windows)
  5. Fire safety systems maintenance (work closely with specialized in-house team)
  6. Lift and escalator maintenance (work closely with specialized in-house team)
  7. Energy management and sustainability initiatives (work closely with specialized in-house team)

Essential Skills:

  1. Proficiency in facilities management software
  2. Strong analytical and problem-solving abilities
  3. Knowledge of health and safety regulations
  4. Experience in budget management and cost control
  5. Customer-focused with a commitment to service excellence

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