Facilities Manager (Soft Services)

Role Overview

As the Soft Services Facilities Manager, you will be the driving force behind our workplace experience, ensuring our dynamic tech environment operates seamlessly. This role requires a strategic thinker who excels at translating high-level objectives into daily operational excellence. Your primary focus will be leading strategic process implementations, mastering ticketing system workflow management, driving corrective and continuous improvement initiatives, mentoring a high performing team and providing robust operational support for ongoing site projects.

Key Responsibilities

Ticketing System Process Management

• Act as the primary owner and focal point for day-to-day operational activities via the enterprise facilities ticketing system.
• Enforce vendor accountability, ensuring they are fully aware of task requirements and strictly adhere to contracted service level agreements (SLAs) and timelines.
• Track requests systematically to ensure accurate, timely closure and administer any necessary changes within the ticketing portal.
• Continuously monitor and ensure all ticketing Key Performance Indicators (KPIs) are met or exceeded.

Strategic Processes & Improvement Works

• Translate high-level strategic matters into concrete operational deliverables.
• Analyze operational data and metric variances to recommend and implement corrective change programs and mitigation strategies.
• Work collaboratively with Site Management and Hub Leads to continuously identify, design, and implement service innovations and improvement works.
• Drive client initiatives, internal benchmarking, and the alignment of regional best practices.
• Champion both sides of the operation (client and vendor) to find holistic, long-term solutions to common operational problems.

Site Projects

• Provide robust operational support to project management for special site projects, prioritizing work to meet tight deadlines.
• Ensure data integrity across all facilities technology and information systems, conducting periodic audits.

Service Delivery & Stakeholder Management

• Develop strong relationships with key stakeholders to deeply understand their local needs and operational pain points.
• Deliver an exceptional quality of service, actively seeking and responding to client feedback.
• Lead the site reporting to client
• Manage onboarding onto the client account systems
• Actively encourage an environment that supports teamwork, cross-functional cooperation, and performance excellence.

Contract & Financial Management

• Monitor contract expirations carefully, assessing vendors continually to ensure best-in-class value, and initiate re-procurement when necessary.
• Actively manage site financial operations to meet or exceed budgetary targets.
• Support the preparation of strategic plans, budgets, and financial reconciliations for service contract accounts.

Health & Safety

• Ensure the consistent provision of a safe working environment.
• Maintain strict compliance with all local statutory regulations regarding fire, health, and occupational safety standards.

Ideal Experience & Qualifications

• 5 years of proven facilities management experience within a fast-paced, multinational environment.
• Tactical expertise in soft services vendor management, budgeting, spend management, and sourcing.
• Demonstrated experience managing operations utilizing complex workplace ticketing and facility management systems.
• Thorough knowledge of local occupational health and safety requirements.
• Experience in client reporting, data analysis, and the preparation of operational reports.

Key Competencies & Personal Characteristics

• Strategic Problem Solver: Employs an objective, analytical approach; able to articulate complex solutions clearly and implement holistic, long-term fixes.
• Exceptional Communicator: Strong presentation, written, and verbal skills. An active listener who carries gravitas with peers and stakeholders.
• Excellence-Driven: Refuses to settle for mediocre delivery. Understands great service and thinks both traditionally and non-traditionally to achieve it.
• Resilient & Adaptable: Flexible and highly capable of managing rapidly changing, stressful situations without losing focus on performance targets.
• Empowering Leader: People-focused; capable of resolving first-line conflicts, giving constructive coaching, and supporting team members with clear direction and career growth.