The posting
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.
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.
