Soft Services Manager

**About Us**:
Tsebo Facilities Solution is looking for a Soft Services Manager who will provide supervisory direction and strategic planning with regard to the service delivery of soft services in order to ensure maximum customer satisfaction. The main responsibility is to ensure the Uptime, Safety and Connectivity of all Customer equipment in the Colocation Environments. Current responsibilities include Managing the Operations Technicians and Building Management System Operators, Performing and Planning Upgrades, Remote Hands Support, Monitoring, Asset and Configuration Management, Vendor Management and 3rd party engagements.

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**:
**Operational Function**
- Maintain up to date knowledge and awareness of technical, statutory, regulatory and legislative requirements and similar standards and best practices in relation to the services provided by the Soft Services team. Ensure the service delivery of grounds maintenance and estate services as well as cleaning services are compliant with legislation and current good practice to the facilities management industry and housing sector
- Ensure that all SLA’s with suppliers are met and that reporting is done timeously and accurate
- Ensure optimal use of manpower and resources including sub-contractors and their staff
- To respond in a prompt and efficient manner to all reactive issues and via a call logging process and report to the Operations Manager on work progress and issues daily
- Accurate monitoring daily of hours booked and clocked hours
- Compile and check daily inspection checklist to monitor standard of work and completion there off
- Coordinate with other teams ensuring satisfactory completion of all work requests
- Responsible for accurate stock taking, ordering and updating of records
- Ensuring the accuracy of the office floor plans and layouts
- Maintain harmonious relationships with visitors, tenants and representatives at the managed sites
- Ensure timeous ordering and stock keeping of consumables, to ensure service continuation and service excellence to site visitors and clients
- Maintain harmonious relationships with internal and external specialist business partners including security services, professional and technical services as well as group sustainability
- Serve as a project team member on Office specific projects (Installation, maintenance, upgrade, site commissioning and refurbishment projects)
- Monitor and enforce occupational health and safety standards, as well as working environment standards, in the managed sites as set out in the Occupational Health and Safety policy
- Serves as an ad-hoc member of the managed sites emergency and disaster recovery teams and to provide support to tenants with their business
- Ensure a continuous improvement regimen is developed, approved and implemented in conjunction with the specialist direct and outsourced business partners

**Customer Service**
- Working closely with Operations and Infrastructure head of departments, to take lead role within the estate management and land scape and cleaning services for the Client across South Africa
- Ensure that all teams promote the values and behaviors of excellent customer services at all times
- Implement task plans which ensure that customer needs and expectations are actively included, whilst ensuring services are delivered on time and in line with SLA’s.
- To solicit and utilize customer feedback and satisfaction information to enhance performance of onsite teams
- Ensure day to day provision of services to tenants in the managed sites through specialist direct and outsourced business partners: Soft Services, Client Services, Building Services and specialist services

**Finance & Administration**
- Ensure the control and monitoring of allocated budgets and provide monthly progress reports to the Technical Manager and Engineering Executive
- Ensure that all service delivery against financial targets are delivered on time and within required specification
- Assist in annual budget forecasting and savings where applicable
- Serves as an adhoc member of the managed site emergency and disaster recovery teams and provide support to tenants with their business continuity needs
- Ensure that quality assurance protocols are documented and consistently applied in all managed sites
- Assist in controlling