Cleaning Services Manager at V&A Waterfront

Contract Management and Compliance

• Provide input into the development and negotiation of cleaning service contracts
• Ensure consistent management of all contracts with service providers
• Review contract terms, conditions and expectations to ensure alignment with business expectations and company capabilities
• Conduct regular audits on the SLA and devise and implement strategies to identify and resolve issues
• Maintain deadlines on deliverables and communicate on an on-going basis with business partners and internal clients about contractual issues
• Review contractual performance to ensure compliance with terms and to identify conflicts or changes requiring resolution at contract renewal
• Assist with contract development and tender stages of all service providers at time of renewal of the contract
• Produce and review policies and protocols for each cleaning-related discipline

Project Management

• Plan projects and ensure it is programmed to a level of detail necessary for the team on-site to deliver the scheme without delays
• Produce and analyse progress reports, including updated costs and forecasts
• Ensure agreed standard is adhered to as per set goals, and in line with the approved budget
• Lead project team to provide a superior standard of safety and project management
• Prepare and submit all procurement- related paperwork, and assist with tender stages and all meetings

Quality Control

• Monitor service delivery issues and request(s) as logged on PLANON® and ensure all cases are closed within the required timeframes
• Ensure weekly PLANON® feedback reports are submitted to line manager
• Implement and monitor quality control measures to ensure cleaning services meet or exceed the contract specifications
• Conduct regular inspections of cleaning activities and collaborate with vendors to address any performance issues
• Implement continuous improvement initiatives to enhance service quality
• Identify areas that need attention and issue non-compliance reports and or penalties where necessary
• Produce and review policies and protocols for each cleaning-related discipline

Safety and Compliance

• Ensure that a safe work environment is maintained through compliance with all health & safety policies and procedures
• Collaborate with internal and external stakeholders to enforce safety protocols and address any concerns

Documentation and Reporting

• Prepare monthly reports on contract performance, client satisfaction and financial metrics for management review
• Maintain accurate records of contract terms, modifications, and all audits and communications
• Ensure all documentation is organised and easily accessible for auditing purposes

Stakeholder Relations

• Establish and maintain positive relationships with internal and external stakeholders to ensure excellent customer service and professional cleaning services
• Act as primary point of contact for all cleaning service-related enquiries, concerns and ad hoc requests
• Attend internal and external meetings to assess customer satisfaction and address issues promptly, and ensure the production of accurate records of any discussions and actions required

Financial Management

• Assist in the development and management of budgets related to all cleaning service contracts
• Monitor monthly expenditures and identify cost-saving opportunities without compromising service quality
• Review and approve all PLANON® orders
• Review and approve invoices from vendors in line with SLAs
• Review and approve all ad hoc manual billing
• Conduct and review audits of consumable products and the issue of stock as required
• Ensure that all cost recoveries from events and ad-hoc cleaning takes place
• Support internal audit team with the necessary document and paperwork as and when requested for auditing purposes

Events & Ad Hoc Requests

• Co-ordinate with service providers to supply required services for all events and or ad hoc requests
• Attend all event related planning meetings where required
• Ensure implementation of all events-related cleaning procedures
• Ensure all event-related Purchase Orders and Invoices are generated and paid for after event completion
• Provide monthly recons on event-related income and expenditure to line manager
• Serve as primary organizational contact during events for cleaning-related services

Educational requirements relevant to this job:

• Business Management, Project Management or related Degree / Diploma

Experience requirements relevant to this job:

• 5 Years Relevant Working experience
• Experience in contract management, preferably in the cleaning services industry
• Experience working with Quality Management Systems (e.g. ISO 9001)