Job Description:
The Services Manager will be reporting to the Manager. The successful candidate will be responsible for efficiently coordinating and managing the internal support services and external service providers within the healthcare environment to achieve Company objectives of quality, growth and people. Services managed include: Catering services, Cleaning/Bundled services, Security services, Garden services, Hygiene services, Pest Control services, Medical/Healthcare risk waste services, General Waste services, Laundry services, Coffee Shops and Paid Parking Services.
Education and Experience:
Degree/ National Diploma Qualification in facilities or related
A recognized National Diploma and Advanced Certificate in Facilities Management (non-negotiable)
Years' experience and industry requirements
Proven track record of minimum 3 years relevant experience managing outsourced/insourced Soft Services, Integrated Facilities Management and Bundled soft services contracts (non-negotiable)
Minimum 3 years experience managing large insourced and outsourced teams (non-negotiable)
Knowledge and exposure in Industrial Relations (advantageous)
Experience within the Healthcare sector advantages. Other industries include Hospitality, Retail, FMCG or related sectors
Critical Outputs:
Effective management of external service providers through:
Identifying, in line with Corporate Real Estate Services (CRES) applicable services and service providers
Reviewing SLA and document specific requirements and ensure signature by relevant parties
Driving and monitoring conformance to SLA, identify gaps and implement corrective action
Maintaining productive relationships with service providers through regular meetings
Effective relationship building with internal and external stakeholders
Participating actively, where necessary, on internal and external review meetings
Effective quality systems management through:
Ensuring customer satisfaction survey is conducted on a regular basis and ensure requirements/complaints are identified, investigated, acted upon and managed appropriately
Ensuring external stakeholders conform to agreed quality standards and drive conformance to relevant health and safety legislation as it relates to area of responsibility
Identifying alert and incident trends and drive corrective actions
Ensuring compliance to ISO 9001:2008 and ISO 1400:2004
Ensuring compliance to all health industry regulatory bodies assessments (DOH Core standards, COHSASA, OHSC Norms and Standards)
Preparing for and participate in various audits
Effective financial management through:
Participating in budgeting process and monitor performance against budget
Planning, agreeing and implementing Capex expenditure with hospital management
Review services benchmark report to effectively manage outsourced services cost and quality metrics
Ensuring accurate and timeous invoices are received from external suppliers for processing
Ensuring invoices are captured according to approved catalogues and contracts
Complete scope changes for all permanent changes in services scope
Participating in and/or identifying opportunities to improve business processes, systems and resource utilization in order to achieve financial savings
Effective people management through:
Demonstrating visible leadership in respect of healthcare values, operating model and strategy and actively sponsor company initiatives and projects in own area of responsibility
Participate in Leadership Visibility rounds
Recruiting, retaining, motivating and developing staff according to people policies and practices
Effective facilities management through:
Ensuring the hospital facility is always in a clean and in habitual state
Participating in building hand-over projects to ensure additional soft services are procured timeously where applicable
Manage large spend facilities management projects including project analysis, mobilisation and implementation
Knowledge and background:
Professional
Experience in managing budgets and forecasting
Experience in working in a multi-disciplinary environment
Experience in the procurement and management of facilities related services
Experience in the field of facilities management (soft services) and SLA management
Knowledge of contract management and health and safety regulations (OHS Act)
Technical
Report writing
Contingency planning
Excellent organisational skills
Ability to manage large teams
Excellent communication skills
Maintain standards of accuracy and meet deadlines
Commercial awareness acumen and understanding of contract documentation
Social
Excellent interpersonal skills
High level of flexibility and resilience
Ability to work well under pressure, individually as well as in a team
Contribute towards meaning input and continuous improvement initiatives
Work across all disciplines taking responsibility for and acknowledge service levels
Support after hour call-out if required
Competencies
Resilience
Ethical behaviour
Leading by example
Excellence orientated
Customer responsiveness
Problem-solving, analysis and judgement
Motivating, influencing and developing people
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