Service Manager

Business Capital Group; Gqeberha; Sur place; ZAR 500 000 - 900 000; Plein temps

Résumé du poste

Business Capital Group seeks a Facilities/Contract Manager to lead outsourced/insourced soft services in a healthcare environment. You will manage SLAs, review requirements with Group Procurement, and drive conformance to quality and safety standards.

You will also oversee budgeting, Capex planning, vendor invoices, audits, and continuous improvement of processes to achieve cost savings while maintaining high service levels and regulatory compliance.

Qualifications

• 3–5 years of relevant experience in outsourced/insourced soft services and integrated facilities management.
• Minimum 3 years’ experience managing large teams.
• Knowledge of Industrial Relations.
• Experience in Healthcare sector advantageous; other sectors acceptable.

Responsabilités

• Manage external service providers via SLAs, identify services and providers with Group Procurement.
• Review SLA requirements and ensure signature by relevant parties.
• Drive conformity to SLA, identify gaps and implement corrective action.
• Maintain productive relationships with service providers and stakeholders.
• Participate in internal/external review meetings as needed.
• Manage quality systems, ensure customer satisfaction surveys, handle complaints.
• Ensure compliance with health and safety legislation related to responsibility area.
• Identify incident trends and drive corrective actions.
• Participate in audits and prepare for and conduct audits.
• Conduct regular audits, walkabouts and checks across facility areas.
• Manage budgeting processes, monitor performance against budget.
• Plan and implement Capex expenditure with hospital management.
• Review services benchmark to manage outsourced services cost/quality.
• Ensure invoices from external suppliers are captured and processed on time.

Description du poste

Responsibilities

• Effective management of external service providers through:
• 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 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.
• 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 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.

Desired Experience & Qualification

• A recognised 3 – 4-year 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.
• Years experience and industry requirements:
• Proven track record of minimum 3 to 5 years relevant experience managing outsourced/insourced Soft Services, Integrated Facilities Management and Bundled soft services.
• Minimum 3 years’ experience managing large teams.
• Knowledge and exposure in Industrial Relations.
• Experience within the Healthcare sector is advantageous. Other industries include Hospitality, Retail, FMCG or related sectors.