1. Role Purpose

The Facilities Manager is responsible for the strategic, operational, and client-centric management of Gijima’s facilities, with primary responsibility for the Midrand Campus and oversight of regional sites across the company. The role ensures all physical environments support business objectives, foster a high-performance culture, and deliver a seamless, professional experience for clients, employees, and visitors.
 
This includes managing building systems, infrastructure maintenance, health and safety compliance, smart building technology, sustainability initiatives, and vendor performance. The Facilities Manager also champions the operational readiness and service delivery of the Client Experience Centre while liaising with landlords, executive stakeholders, and service providers and ensure exceptional workplace standards.

2. Key Responsibilities

• Client-Centric Facilities Management:
  • Champion a consistent and high-quality client experience across all facilities.
  • Ensure all client-facing spaces reflect the organisation’s brand and are optimised for comfort, functionality, and engagement.
• Facilities Operations Oversight
  • Oversee daily operations including electrical, plumbing, HVAC (Heatin, Ventilation and Air Conditing), fire safety, lifts, and general building systems.
  • Supervise maintenance schedules, preventative actions, and SLA-driven service delivery. 

• People Management
  • Manage general workers, receptionists, concierge staff, and maintenance teams.
  • Drive performance, allocate responsibilities, and develop team capability aligned with service culture. 

• Strategic Space and Infrastructure Planning:
  • Lead space planning, renovations, and layout design to support operational efficiency and future business needs.
• Security & Access Control
  • Oversee site security systems, personnel, and access protocols. 

• Facilities Operations Over sight:
  • Oversee maintenance, security, cleaning, and reception services across all properties.
  • Implement service level agreements (SLAs) and standard operating procedures (SOPs) for seamless delivery.
• Health, Safety and Regulatory Compliance:
  • Ensure adherence to all statutory and regulatory requirements (e.g., OHS, fire safety, building codes).
  • Lead risk assessments, compliance audits, and ensure corrective actions are implemented promptly.
• Technology Integration and Smart Building Solutions:
  • Drive the adoption of facilities technologies such as Building Management Systems (BMS), digital visitor management systems, and space utilisation tools.
• Vendor and Contract Management:
  • Manage third-party service providers through performance tracking, SLA adherence, and contract optimisation.
• Sustainability and Environmental Stewardship:
  • Implement green building initiatives (e.g., energy-saving systems, water conservation, waste management). Report on environmental impact metrics and drive continuous improvement.
• Budgeting and Financial Oversight:
  • Develop, manage, and monitor the facilities budget, ensuring cost efficiency and value for money.
• Stakeholder and Executive Engagement:
  • Serve as the key facilities liaison to the GCEO and executive leadership. Present reports, risk updates, and capital investment proposals for infrastructure and workspace enhancements.
• Emergency and Business Continuity Preparedness:
  • Ensure the development and testing of emergency response and evacuation plans. Facilitate business continuity planning in relation to facilities disruptions or disasters. 

3             Key Deliverables

• Client Experience Facility Strategy:
  • Strategic roadmap focused on delivering an exceptional client-facing environment.
• Monthly Facilities Performance Reports:
  • Data on service uptime, client satisfaction, space usage, safety incidents, and maintenance turnaround.
• Facilities Risk and Compliance Register:
  • Comprehensive documentation of risks, compliance gaps, audit findings, and mitigation measures.
• Vendor and SLA Performance Reports:
  • Periodic scorecards showing service quality, responsiveness, and contractual compliance.
• Energy and Sustainability Reports:
  • Energy usage dashboards, waste metrics, green building assessments, and cost-saving initiatives.
• Facilities Budget and Financial Reports:
  • Monthly forecasts, actuals, variance analysis, and cost optimisation plans.
• Capital Project Plans and Execution Reports:
  • Scopes of work, schedules, and progress for renovations, upgrades, or infrastructure development.
• Workplace Utilisation and Space Planning Outputs:
  • Visual heatmaps, desk-to-employee ratios, meeting room usage analytics, and future space plans.
• Emergency Preparedness and Safety Documentation:
  • Up-to-date policies, evacuation drills, compliance training records, and incident reports. 

4             Core Competencies

Technical / Functional Competencies:

• • Integrated Facilities Management (IFM): Ability to manage multiple services, contracts, and touchpoints efficiently.
  • Client Experience Strategy: Knowledge of designing and optimising environments to enhance the emotional and functional experience of clients.
  • OHS & Regulatory Compliance: Deep understanding of workplace health and safety legislation and industry best practices.
  • Facilities Technology Management: Proficiency with smart building systems, digital dashboards, and infrastructure tools (e.g., CAFM, IWMS, BMS).
  • Contract and Vendor Management: Strong skills in service-level contracting, performance tracking, and commercial negotiations.
  • Budgeting and Financial Acumen: Experience in managing OPEX and CAPEX budgets related to infrastructure and services.

Behavioural Competencies:

• • Client Orientation: Prioritises the client experience across all interactions and environments.
  • Strategic Thinking: Develops long-term plans that align with platform growth and organisational goals.
  • Operational Agility: Responds quickly to issues and adapts facilities to changing requirements.
  • Leadership and Team Collaboration: Inspires cross-functional teams and coordinates efforts across departments.
  • Problem Solving and Decision-Making: Applies logic, experience, and judgement to resolve operational and technical challenges.
  • Communication and Influence: Presents ideas clearly to both technical and non-technical stakeholders, including executive audiences.

Digital & Platform Competencies:

• • Data-Driven Facilities Decision-Making: Leverages occupancy analytics, cost data, and dashboards for planning and optimisation.
  • Digital Fluency in Smart Buildings: Uses platforms to enable remote monitoring, predictive maintenance, and service automation.
  • Automation and Integration: Familiarity with automated work orders, digital signage, touchless access, and occupancy sensors.
  • Cybersecurity Awareness: Understands risks associated with IoT-enabled infrastructure and aligns with corporate IT standards. 

5             Qualifications & Experience

Minimum Qualifications:

• • Grade 12
  • Bachelor’s degree in Facilities Management, Property Management, Engineering, or a related field

Preferred Qualifications:

• • Postgraduate qualification in Business, Operations Management, or Client Experience

Years of Experience:

• • 8+ years in facilities or infrastructure management, with at least 3 years in a leadership role focused on client-facing environments.

Certifications:

• • IFMA, FMP, or CFM (Facilities Management Professional certifications)
  • OHS and Safety Compliance Certifications (e.g., ISO 45001, NOSA)

6             Role Impact and Decision Rights

• • Strategic influence on the design and operation of client-facing environments
  • Authority to oversee facilities management policies, budgets, and service-level decisions
  • Responsibility for facilities-related compliance, risk mitigation, and client experience outcomes
  • Reports directly to the GCEO with high-level visibility across the organisation 

7             Key Interfaces

Internal Interfaces:

• • Group Executive Office
  • Corporate Services and Operations
  • Risk, Legal, and Compliance
  • HR, IT, and Security Teams.
  • Business units and platform teams

 
External Interfaces:

• • Facilities service providers and contractors
  • Regulatory and safety authorities
  • Real estate partners and property managers
  • Clients and third-party visitors

8             Measures of Success

• • High client satisfaction and Net Promoter Scores (NPS) related to facilities
  • Facilities uptime and operational efficiency metrics
  • Audit and regulatory compliance outcomes
  • Cost control and adherence to facilities budget
  • Effective implementation of sustainability and smart building initiatives
  • Positive feedback from executive stakeholders and business units 

9             Additional Notes 

• • This role requires a combination of strategic vision and operational excellence to manage a multi-site facilities environment within a dynamic, platform-driven enterprise.
  • The Manager: Facilities (Client Experience) must demonstrate strong interpersonal and leadership skills to influence cross-functional teams and external service providers.
  • The incumbent should have the ability to operate under pressure, manage multiple priorities, and deliver against tight deadlines in a fast-paced and evolving environment.
  • Occasional travel may be required to inspect regional facilities, engage with service providers, and participate in platform expansion or refurbishment projects.
  • The role contributes significantly to organisational culture by ensuring that workspaces foster productivity, collaboration, and a positive client and employee experience.

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