Job Summary:
The Service Contracts Specialist is responsible for managing service contracts and related procurement activity, ensuring performance standards are met, and overseeing operational services across all soft and technical services. This role ensures the efficient and effective delivery of services, maintaining high standards of quality and compliance. The role will also ensure a focus on service performance against contracts, as well as supplier management. The Service Contracts Specialist will work closely with internal teams such as Asset Management, Facilities Management, Field Services, Finance, and Utilities to support on-the-ground execution and ensure all services align with both contractual requirements and tenant-facing operational expectations.

Key Responsibilities:
– Contract and Service Performance:
o Ensure service providers meet performance standards as outlined in SLAs.
o Oversee contract compliance and performance adherence to service-level obligations.
o Handle contract renewals, modification and amendments.
o Focus on optimizing service delivery, driving improvements, and ensuring compliance across all contracts.
o Work closely with internal specialised teams, including Energy & Utilities and Procurement, to manage service interactions and ensure efficient coordination with the Facilities Management team.
o Implement strategies to enhance vendor relationships, focusing on continual performance improvement.
o Review and validate supplier quotations to ensure scope alignment, competitive pricing, and adherence to procurement guidelines.
o Support Procurement in sourcing alternatives where needed and participate in supplier performance reviews.
o Conduct formal supplier performance reviews, including scorecard tracking, SLA compliance audits, and performance tiering where applicable.
o Coordinate with Procurement to manage supplier improvement plans and execute remediation or exit strategies for underperforming vendors.

– Operational Oversight:
o Oversee daily operations of applicable services.
o Ensure services are delivered efficiently and effectively.
o Implement and monitor service improvement plans.
o Ensure all services comply with health and safety regulations and applicable industry standards.
o Maintain operational focus on key systems, including lifts, fire safety, HVAC, electrical, and plumbing, while coordinating with specialized in-house teams.
o Track KPIs to measure service performance and identify areas of improvement.
o Act as a support function to field-based staff by coordinating vendor response and issue resolution in a timely and compliant manner.
o Monitor tenant hygiene factor outcomes (cleanliness, functionality, safety) and escalate where proactive interventions are required.

– Collaboration and Communication:
o 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.
o Work closely with Procurement to align on contract management, supplier engagements, and compliance with purchasing guidelines.
o Collaborate with field services to ensure timely, efficient responses to service issues.
o Engage in regular performance reviews with internal stakeholders and service providers to maintain alignment with business objectives.
o Facilitate conflict resolution with service providers and ensure issues are escalated when necessary.
o Provide regular reporting on supplier performance, SLA compliance, and operational escalations for stakeholder review.
o Actively manage supplier relationships to promote collaboration, long-term performance, and risk mitigation.

Soft Services include:
– Cleaning and janitorial services
– Hygiene services
– Landscaping and grounds maintenance
– Pest control
– Reception and front desk services
– Security services
– Waste management

Technical Services include:
– Building fabric maintenance (e.g., walls, roofs, windows)
– Electrical systems maintenance
– Energy management and sustainability initiatives
– Fire safety systems maintenance
– Generator maintenance
– HVAC (Heating, Ventilation, and Air Conditioning) maintenance
– Lift and escalator maintenance
– Plumbing services
– Transformer maintenance

Qualifications:
– Diploma or Bachelor’s degree in Facilities Management, Business Administration, or a related field will be advantageous.
– Proven experience in contract management and service delivery oversight.
– Strong organizational and multitasking skills.
– Excellent communication, negotiation and analytical skills.
– Demonstrated experience in collaborating with cross-functional teams.
– Strong technical background, with experience in managing service providers and field services will be advantageous.
– Experience in working closely with Procurement on contract alignment, supplier management, procurement evaluation, and buying activities.
– 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.
– Ability to track and report on vendor KPIs, service gaps, and cost performance.

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