Services Manager

The position reports to the Manager. The successful candidate 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 include: catering, cleaning/bundled services, security, garden, hygiene, pest control, waste management, laundry, coffee shops, and paid parking services.

Education and Experience:

• Recognized National Diploma or Advanced Certificate in Facilities Management (preferably)
• Relevant industry experience and proven track record in managing outsourced and insourced soft services, integrated facilities management, and bundled service contracts
• Experience managing large teams, both insourced and outsourced

Duties and Responsibilities:

Effective management of external service providers:

• Identify services and providers in line with Corporate Real Estate Services (CRES)
• Review and sign SLA documents aligned with organizational requirements
• Monitor SLA conformance, identify gaps, and implement corrective actions
• Maintain productive relationships with service providers and stakeholders
• Participate in review meetings

Quality systems management:

• Conduct customer satisfaction surveys regularly; address complaints and issues
• Ensure providers conform to quality standards and health and safety legislation
• Identify incident trends and drive corrective actions
• Ensure compliance with ISO 9001:2008, ISO 14001:2004, and health industry regulations
• Prepare for and participate in audits

Financial management:

• Participate in budgeting and monitor performance
• Plan and implement Capex expenditures
• Review benchmark reports for cost and quality management
• Manage invoices and scope changes
• Identify process improvement opportunities for cost savings

People management:

• Demonstrate leadership aligned with organizational values
• Participate in leadership rounds
• Recruit, motivate, and develop staff

Facilities management:

• Maintain hospital facilities in a clean and functional state
• Manage large facilities projects including analysis, mobilization, and implementation

Knowledge and background:

Professional:

• Experience in budget management, multi-disciplinary environments, procurement, and SLA management
• Knowledge of contract management and health and safety regulations (OHS Act)

Technical:

• Strong organizational skills
• Ability to manage large teams
• Accuracy and deadline adherence
• Commercial awareness and contract documentation understanding

Social:

• Excellent interpersonal skills
• Flexibility and resilience
• Ability to work under pressure, individually and in teams
• Contribute to continuous improvement initiatives
• Responsibility for service levels across disciplines