Cape Town: Soft Services Manager posted by Kempston Recruitment

• Contract and Service Performance:
• Ensure service providers meet performance standards as outlined in SLAs.
• Oversee contract compliance and performance adherence to service-level obligations.
• Handle contract renewals, modification and amendments.
• Focus on optimizing service delivery, driving improvements, and ensuring compliance across all contracts.
• Work closely with internal specialised teams, including Energy & Utilities and Procurement, to manage service interactions and ensure efficient coordination with the Facilities Management team.
• Implement strategies to enhance vendor relationships, focusing on continual performance improvement.

• Operational Oversight:
• Oversee daily operations of applicable services.
• Ensure services are delivered efficiently and effectively.
• Implement and monitor service improvement plans.
• Ensure all services comply with health and safety regulations and applicable industry standards.
• Maintain operational focus on key systems for all soft services, while coordinating with specialized in-house teams.
• Track KPIs to measure service performance and identify areas of improvement.

• Collaboration and Communication:
•  Act as the primary liaison between the Facilities Management team and internal departments (e.g., Energy & Utilities, and Procurement), ensuring smooth coordination of service delivery.
• Work closely with Procurement to align on contract management, supplier engagements, and compliance with purchasing guidelines.
• Collaborate with field services to ensure timely, efficient responses to service issues.
• Engage in regular performance reviews with internal stakeholders and service providers to maintain alignment with business objectives.
• Facilitate conflict resolution with service providers and ensure issues are escalated when necessary.

Soft Services include:

• Cleaning and janitorial services
• Hygiene services
• Pest control
• Landscaping and grounds maintenance
• Waste management (work closely with specialised in-house team)

Qualifications:

• Proven experience in contract management and service delivery oversight.
• Strong organizational and multitasking skills.
• Excellent communication, negotiation and analytical skills.
• Demonstrated experience in managing cross-functional teams.
• Strong technical background, with experience in managing service providers and field services.
• Experience in working closely with Procurement on contract alignment and supplier management.
• Ability to work independently and as part of a team.

Skills:

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

Contact: .za