Overview
Our client in the Healthcare Industry is seeking a Services Manager to join their team. The successful incumbent will be responsible for efficiently coordinating and managing the internal support services and external service providers within the hospital environment to achieve Company objectives of quality, growth and people. Services managed may include Catering, Cleaning, Security, Garden, Hygiene, Pest Control, Medical and General Waste, Laundry and Coffee Shops.
Minimum Requirements
Grade 12/Matric
Degree or National Diploma at NQF level 7 in Facilities Management, Business Management/Administration, Hospitality Management, Logistics Management, Supply Chain/Contracts Management, Project Management or related
3 + years relevant experience managing outsourced/insourced Soft Services, Integrated Facilities Management, and bundled soft services
Experience in the procurement and management of facilities-related services
Experience in the field of facilities management (soft services) and SLA management
3 years' experience managing large teams
Knowledge and exposure in Industrial Relations
Job Responsibilities
Effective management of external service providers
Identifying, together with Group Procurement, applicable services and service providers
Reviewing SLA and in consultation with Group Procurement, document specific hospital 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
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
Preparing for and participate in various audits
Conduct regular audits, walkabouts and checks within the facility including services production areas (kitchens, cleaning storerooms, guard houses etc.)
Effective financial management
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
Demonstrating visible leadership in respect of company values, operating model and strategy and actively sponsor company initiatives and projects in own area of responsibility
Recruiting, retaining, motivating and developing staff according to company people policies and practices
Effective facilities management
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
Support after-hour call-out if required
Key Competencies / Skills
Managing budgets and forecasting
Knowledge of contract management and health and safety regulations
Report writing
Contingency planning
Excellent organisational skills
Ability to manage large teams
Excellent communication skills
Resilience
Ethical behaviour
Leading by example
Excellence orientated
Customer responsiveness
Problem-solving, analysis and judgement
Motivating, influencing and developing people