Soft Services Manager at Kempston Recruitment

• The Services Manager is responsible for managing service contracts, ensuring performance standards are met, and overseeing operational services across all soft. This role ensures the efficient and effective delivery of services, maintaining high standards of quality and compliance. The role will also ensure a focus on service performance against contracts, as well as supplier management. The Services Contracts Manager will work closely with internal teams such as Facilities Management, to align with the company's operational and contractual objectives.

Key Responsibilities:
Contract and Service Performance:

• Ensure service providers meet performance standards as outlined in SLAs.
• Oversee contract compliance and performance adherence to service-level obligations.
• Handle contract renewals, modification and amendments.
• Focus on optimizing service delivery, driving improvements, and ensuring compliance across all contracts.
• Work closely with internal specialised teams, including Energy & Utilities and Procurement, to manage service interactions and ensure efficient coordination with the Facilities Management team.
• Implement strategies to enhance vendor relationships, focusing on continual performance improvement.

Operational Oversight:

• Oversee daily operations of applicable services.
• Ensure services are delivered efficiently and effectively.
• Implement and monitor service improvement plans.
• Ensure all services comply with health and safety regulations and applicable industry standards.
• Maintain operational focus on key systems for all soft services, while coordinating with specialized in-house teams.
• Track KPIs to measure service performance and identify areas of improvement.

Collaboration and Communication:

• Act as the primary liaison between the Facilities Management team and internal departments (e.g., Energy & Utilities, and Procurement), ensuring smooth coordination of service delivery.
• Work closely with Procurement to align on contract management, supplier engagements, and compliance with purchasing guidelines.
• Collaborate with field services to ensure timely, efficient responses to service issues.
• Engage in regular performance reviews with internal stakeholders and service providers to maintain alignment with business objectives.
• Facilitate conflict resolution with service providers and ensure issues are escalated when necessary.

Soft Services include:

• Cleaning and janitorial services
• Hygiene services
• Pest control
• Landscaping and grounds maintenance
• Waste management (work closely with specialised in-house team)

Qualifications:

• Proven experience in contract management and service delivery oversight.
• Strong organizational and multitasking skills.
• Excellent communication, negotiation and analytical skills.
• Demonstrated experience in managing cross-functional teams.
• Strong technical background, with experience in managing service providers and field services.
• Experience in working closely with Procurement on contract alignment and supplier management.
• Ability to work independently and as part of a team.

Skills:

• Proficiency in facilities management software.
• Strong analytical and problem-solving abilities.
• Knowledge of health and safety regulations.
• Experience in budget management and cost control.
• Customer-focused with a commitment to service excellence.