Portfolio Executive at Broll

ROLE PURPOSE

• The Portfolio Executive: Specialised Services is responsible for leading, stabilising, growing and commercially managing Broll Specialised Services as a specialist soft-services business within the broader IFM Cluster. The role is accountable for operational performance, client confidence, service quality, contract retention, commercial discipline, people leadership, risk management, new business solutioning and strategic execution across the BSS portfolio.
• The successful candidate will provide senior leadership across cleaning, hygiene, pest control, landscaping, specialised cleaning and related managed services. The role requires a commercially aware, operationally grounded and client-facing leader who can manage a labour-intensive portfolio while building scalable service standards, strong governance, practical solutioning capability and sustainable business growth.

ROLE CONTEXT

• Broll Specialised Services operates in labour-intensive, service-sensitive and client-facing environments where delivery consistency, compliance, staff engagement and margin protection are critical.
• The Portfolio Executive will lead through a team of operational, contract and functional stakeholders, ensuring that service delivery is properly governed, commercially viable and aligned to client expectations.
• The role requires strong practical understanding of soft-services operations, with the ability to operate at senior management level across client relationships, commercial performance, risk, people leadership, technology adoption, solutioning, new business and strategic growth.

KEY OUTCOMES

• Stable, compliant and consistently governed service delivery across the BSS portfolio.
• Strong client relationships, improved contract retention and credible executive-level client engagement.
• Clear operational accountability through effective contract, operations and site-management structures.
• Commercially sound contract performance, with margin risks identified, escalated and addressed.
• Successful execution of the approved BSS strategy within the broader IFM Cluster.
• Strong contribution to new business opportunities, retenders, renewals, scope expansions and commercially viable service solutioning.
• Improved leadership depth, staff morale and promotion-from-within capability.
• Practical adoption of approved technology, reporting and process-improvement initiatives.
• Effective coordination between Operations, Finance, Human Capital, Procurement, Technology, New Business, Pricing, PMO and the broader IFM Cluster.
• Repeatable service standards, mobilisation practices and operating disciplines that support scalable growth.

KEY RESPONSIBILITIES

Strategic Leadership, Solutioning and Growth

• Implement the approved BSS strategy and support the broader IFM Cluster strategy.
• Lead BSS contribution to new business growth, retenders, renewals, scope expansion and broader integrated facilities management opportunities.
• Position BSS as a credible specialist soft-services partner within the broader Broll ecosystem.
• Own the operational solutioning input for new business, renewals, retenders and expanded scopes, ensuring proposed service models are practical, compliant, labour-appropriate, commercially viable and aligned to client requirements.
• Work closely with New Business, Pricing, Finance and PMO stakeholders to translate site requirements, scope documents, risk considerations and client expectations into workable service methodologies, staffing assumptions, mobilisation approaches and service delivery models.
• Provide the service solution, operational methodology, resource logic and implementation approach required to support pricing, while pricing model construction, template control and final pricing calculations remain with the appropriate Pricing and Finance functions.
• Participate in strategic bid reviews, client solution presentations, tender clarification sessions and commercial review discussions where senior soft-services input is required.
• Convert pipeline feedback, tender outcomes and contract lessons into repeatable solutioning standards, benchmarking assumptions, mobilisation practices and service methodologies.
• Identify opportunities for service expansion, contract retention, cross-selling, innovation, productivity improvement and margin enhancement.
• Provide strategic input into organisational design, resourcing, capability development and future business growth.

Portfolio Operations and Service Delivery

• Monitor operational performance across the BSS portfolio and ensure appropriate corrective action is taken where performance gaps arise.
• Ensure operational teams have clear accountability for service delivery, SLA achievement and client-facing execution.
• Review service risks, recurring failures, abnormal costs and material operational escalations.
• Support operations teams where issues carry client, commercial, contractual, compliance or reputational impact.
• Ensure service methodologies are implemented consistently across cleaning, hygiene, pest control, landscaping and specialised services.
• Drive root-cause analysis on repeat failures, service-quality breakdowns, productivity concerns and avoidable cost leakage.
• Ensure periodic services, project cleans, deep cleans and out-of-scope work are properly planned, communicated, executed and commercially recovered where applicable.

Client Relationship Management and Retention

• Act as senior relationship holder for strategic clients and support executive-level stakeholder engagement.
• Lead or support key account reviews, governance meetings, quarterly business reviews and executive escalations.
• Ensure client concerns are addressed with urgency, transparency and sound commercial judgement.
• Maintain clear stakeholder awareness for key accounts and support proactive client-retention planning.
• Identify opportunities for service expansion, out-of-scope work and broader IFM collaboration.
• Ensure BSS demonstrates value beyond baseline service delivery, particularly in customer-facing and high-sensitivity environments.

Commercial Management

• Review portfolio profitability, contract margin performance, cost risks and revenue opportunities.
• Interrogate management-account results, contract performance data and operational feedback to identify material variances and commercial risks.
• Ensure out-of-scope work is identified, quoted, approved and recovered in line with contract requirements and internal governance.
• Support contract pricing reviews, retentions, renewals, new-business opportunities and commercial repositioning initiatives in partnership with Pricing and Finance stakeholders.
• Review and challenge commercial and operational assumptions in major tenders, retentions and renewals, ensuring the proposed solution is operationally achievable and commercially sensible.
• Provide practical service-solution inputs to the Pricing team, including scope interpretation, productivity assumptions, service cadence, resource logic, risk factors and mobilisation considerations.
• Ensure margin erosion, under-recovery, cost creep and scope creep are investigated, documented and addressed.
• Escalate material financial and commercial risks to the appropriate executive and functional stakeholders.

Contract Governance, Compliance and Risk

• Maintain contract-level performance awareness across the portfolio.
• Ensure SLA and KPI performance is monitored, reviewed and actioned through the appropriate governance cadence.
• Support quarterly business reviews, strategic client reviews and contract-retention planning.
• Escalate contract risks, service-level concerns, scope creep, unresolved operational issues and compliance exposures.
• Ensure contract-specific knowledge is captured, transferred and reflected in account plans, operating standards and mobilisation learnings.
• Support compliance with relevant labour, quality, health and safety, environmental and client-specific requirements.
• Promote a disciplined approach to risk registers, action tracking, issue escalation and close-out reporting.

People Leadership and Culture

• Build a healthy, accountable and service-oriented performance culture across BSS.
• Lead, support and challenge operations leaders to manage teams fairly, consistently and professionally.
• Promote staff recognition, leadership visibility and practical appreciation across the portfolio.
• Support promotion from within by identifying high-potential employees and building operational leadership depth.
• Support training, development pathways, succession planning and key-person risk mitigation.
• Promote professional communication, emotional intelligence, accountability and constructive problem-solving.
• Address workload sustainability, role clarity and escalation requirements through proper structure and leadership discipline.

Technology Adoption and Process Improvement

• Define business requirements for technology initiatives that support operational visibility, productivity, reporting and client confidence.
• Drive adoption of approved workforce management, proof-of-service, digital checklist, reporting, IoT and related platforms.
• Support change management with Operations, Human Capital, Technology and relevant business stakeholders.
• Ensure technology is implemented as a practical business-improvement tool and not as a disconnected project.
• Monitor whether technology improves payroll accuracy, service visibility, productivity, compliance reporting, cost control or client engagement.
• Escalate adoption resistance or implementation risks where they threaten business outcomes.

Procurement and Supplier Performance

• Define operational and commercial supplier requirements for the BSS portfolio.
• Review critical supplier performance and escalate supplier failures that affect client delivery, quality, compliance or margin.
• Support preferred-supplier, supplier-rationalisation and bulk-buying strategies where these improve value, governance and continuity.
• Ensure supplier decisions support service quality, cost control, governance requirements and operational continuity.
• Participate in strategic supplier reviews where required and provide practical business input into procurement initiatives.

Mobilisation, Stabilisation and Project Oversight

• Provide executive oversight of mobilisations, stabilisations, demobilisations and material service transitions.
• Ensure mobilisation plans are in place and that workstream ownership is clear across Operations, Human Capital, Procurement, Finance, Technology, Administration and other relevant functions.
• Monitor mobilisation risk, stakeholder communication, resourcing readiness, compliance requirements and client confidence.
• Ensure lessons from previous mobilisations are captured, reviewed and incorporated into future mobilisation planning.
• Confirm that handover from mobilisation into business-as-usual operations is formally completed and supported by the required governance, documentation and account ownership.

REQUIRED EXPERIENCE

• Senior experience in facilities management, soft services, cleaning, hygiene, landscaping, pest control or related labour-intensive service environments.
• Demonstrated experience leading multi-site operational portfolios with client-facing accountability.
• Strong experience in client relationship management, contract governance and service-level management.
• Commercial management experience, including contract profitability, margin protection, variance analysis and revenue recovery.
• Experience managing or supporting labour-intensive workforces and operational leadership teams.
• Experience with mobilisation, transition, stabilisation or demobilisation of service contracts would be advantageous.
• Experience contributing to new business opportunities, bid responses, retenders, renewals, operational solution design and client-specific service methodologies.
• Experience working across Finance, Human Capital, Procurement, Technology, New Business, Pricing, Solutioning and PMO functions.
• Proven ability to drive service improvement, operational standardisation and change across a complex portfolio.

REQUIRED QUALIFICATIONS

• Relevant tertiary qualification in business management, facilities management, operations management, finance, commerce or a related field.
• Facilities management, project management, occupational health and safety, quality management or commercial management qualifications would be advantageous.
• Demonstrated equivalent experience may be considered where formal qualifications are not fully aligned.

Closing Date 26 June 2026