General Services Manager

KEY RESPONSIBILITIES:

Operations Management

·       Strategic Alignment – alignment with region purpose, global strategy, and country priorities

·       Understanding and application of contract and form (e.g., payment mechanisms and procedures and variation control) and their importance to managing a site and the services provided including the ability to calculate the rewards/penalties of meeting/not meeting KPIs

·       Ensure contract is being delivered in a cost-effective way for the client and meets the agreed annually agreed budget plan.

·       Workplace Experience and Engagement – driving employee satisfaction, workplace experience, and internal communications.

·       Vendor Governance – active governance of the tier-2/tier-3 vendor ecosystem to ensure speed, quality, and compliance.

·       Continuously bringing in external benchmarks to keep the account at a best in class level (per the SLA committed in the solution)

Financial Management

·       Transparency in reporting (in accordance with MSA/LSA agreement), benchmarking, proactive savings identifications and financial management.

·       Preparation of contract level monthly P&Ls to show financial performance

·       Evaluate financial performance to develop action plans to improve financial performance

·       Forecasting and budgeting and preparing month end reports for clients and Sodexo

·       Utilisation of reporting system

Client Relationship Management

·       Effectively manage the client relationship including proactive operations measurement with the clients for life process for retention and customer satisfaction using the Web of Influence to develop relationships with multiple tiers within the client organisation

·       Holding Monthly Operations meetings with clients to review performance

·       Understanding of Client Retention process and methodology

·      Service Delivery

·       To provide management on all IFM service delivery and act as a subject matter expert for service delivery for a total IFM offer

·       Assume full responsibility for contract outputs and management of services against contracted scope of works

·       Ensure delivery of contract to agreed level of quality ensuring that the contract meets the  Service Specification requirements.

·       Meeting and reporting on all KPI’s and SLAs and delivering action plans to ensure that SLAs are met/exceeded

·       Share best practice with other sites within the contract to improve service and ensure consistency and alignment of activities

·      Compliance, Environmental, Health & Safety and Risk Management

·       Ensuring that the risk related to new and existing services have been established, assessed and mitigated against

·       Managing vendor compliance in line with Sodexo's procedures

·       Ensuring the Risk Registers are completed and Business Continuity Plans are up to date and can be implemented when needed

·       Managing compliance including standard operating procedures, purchasing, statutory requirements (health and safety)

·       Implementing any actions arising from the risk register

·       Ensuring that H&S procedures and standards and central H&S directives are being complied to, including ensuring that contractors comply with necessary standards

·       Deliver against the client’s site safety policies and sustainability strategies

·      People Management/Leadership

·       Establish and effectively lead a highly capable team who will deliver against the operational objectives

·       People resource management - including coaching, development, succession planning and employee engagement

·       Responsible for the leadership of all employees including effective resource management, recruitment, induction, EPAs, development, coaching and performance management

·       Coaching team to find resolutions to problems and work more effectively

·       Ensuring that HR procedures are followed and ensuring any people related problems are dealt with in line with policy and procedure

·       Communicating corporate messages and information to the team and manage upward communications

·       Oversee labour management and ensure that this is being managed effectively

·       Understanding of Sodexo’s people polices and management tools

·      Transformation and Innovation

·       Continuous improvement, productivity delivery, and embedding digital FM/technology solutions

·       Ensure that all staff within area of responsibility are utilising the full suite of Office 365 tools, including, but not limited to Microsoft Teams and account SharePoint sites and One Drive.

·       All staff within area of responsibility are supporting the account data and digital program to ensure that no attachments are emailed, all account information is stored in the account Teams folder and all appropriate information is maintained within Maximo and any other technology tools that may be used on the account.

4.  Accountabilities – Give the 3 to 5 key outputs of the position vis-à-vis the organization; they should focus on end results, not duties or activities.

§   Operations are being delivered in compliance to the contract and achieving service excellence as a standard

§   Safety, Health and Environmental compliance in all activities

§   Service Level Agreements are completed monthly with no failures to contractual KPIs

§   Services delivered within budgets with savings achieved, innovations and initiatives appropriately captured in the change process

§   Stable and fully integrated on site teams with multi skilled management and employees where possible

• Site / sites is recognized by client and Sodexo as a benchmark for service excellence within the contract and wider Sodexo operation

QUALIFICATIONS:

• 5-10 years successful experience in an operational position with significant exposure to FM services
• Minimum degree level or relevant industry experience.
• Demonstrable expertise, knowledge and application of driving sustainable change via the following: Lean Manufacturing, Lean Six Sigma, relevant alternative
• Demonstrable track record of developing successful operational tactics across a broad portfolio of services
• Exceptional client relationship management skills
• Proven financial acumen essential with commercial experience and business acumen
• Proven experience in managing multi-site operations
• Proven track record of leading and managing experienced operators and large numbers of employees
• Excellent communication, influencing and facilitation skills
• High standards of numeracy and written communication