Senior Soft Services Manager

Key Accountabilities

• Ensure that Soft FM activities are designed and delivered in alignment with the FM Strategy to meet objectives, goals, and targets.

• Define and author the required Standard Operating Procedures (SOPs) for highly effective contract management.

• Guarantee that the execution of the Soft Services Operations & Maintenance Program falls within the designated annual budget and assist in formulating annual projections under the guidance of the FM Head and Finance manager.

• Sanction adjustments to contractual invoicing for any failure to meet commitments by the Service Partner.

• Oversee the Soft FM contractual Scope of Services at each asset, building and facility including for example cleaning, pest-control, beach-cleaning, landscaping, water-features, pools and janitorial services guaranteeing compliance with appropriate SOPs, standards, industry best practice, and statutory mandates.

• Confirm that scheduled Soft FM tasks align with the approved yearly Operations & Maintenance (O&M) Program, fulfilling lifecycle necessities.

• Ensure immediate and emergency responses are executed in line with contractual Service Level Agreements (SLAs) and relevant SOPs.

• Employ the Asset Management System (AMS) for the strategic planning and execution of Soft FM tasks.

• Conduct frequent assessments of the FM Risk Register and report any recognized risks.

• Ensure the CAFM system is leveraged effectively for all aspects of operations including helpdesk, performance tracking, PPM, store and inventory, work orders etc.

• Oversee a sophisticated, technology-driven inventory management system, utilising a "just-in-time" approach for optimal storage space utilisation.

• Develop and implement a holistic maintenance strategy encompassing Planned and Preventative Maintenance (PPM), Reactive Maintenance, and predictive approaches.

• Coordinate the logistics of resource allocation, ensuring all necessary tools and equipment are available and functional.

• Create and maintain good working relationships with all stakeholders to ensure their continued active support and commitment.

• Act as a key interface and regularly coordinate between the Service Partner and FM representatives from Hotels, F&B outlets and leisure operators ensuring harmony and alignment in delivering optimal service quality across public realm, master community and shared facilities.

• Ensure that any work to be delivered by third-party or specialist suppliers is coordinated with clear communication and programming for safe delivery and minimum disruption.

• Implement client's customer service, care and experience strategies and initiatives.

• Adopt and maintain the agreed communications protocols effectively, oversee complaints management processes and regular review agreed processes to manage customer expectations and facilitate the highest levels of satisfaction.

• Drive customer service improvement plans and opportunities to maintain and improve service standards, enhance brand perception and exceed customer expectations.

• Submit a weekly, monthly and annual update covering aspects such as adherence to the contract, performance levels, engagement with stakeholders, and any incidents or risks encountered.

• Regularly issue reports on financials, detailing the current budget situation, commitments made, and objectives for the current financial period, with a focus on any variances.

• Manage the preparation of financial forecasts for future funding needs, aligning with the anticipated requirements for Soft services to address future challenges.

• Assist in identifying the specifics of Soft services within the Facility Management (FM) Contract, ensuring comprehensive inclusion of all Soft service categories, adherence to quality norms, Service Level Agreements (SLAs) and performance indicators.

• Provide oversight, tracking, and evaluation of Soft services within FM Contracts, employing approved Key Performance Indicators (KPIs) to gauge service execution.

• Support audits tracking compliance with client's quality, safety, environmental, and legislative standards ensuring the relevant ISO standards are fully implemented and adhered to.

• Ensure that the Company's HSE Policy, procedures, and processes are implemented throughout the Soft FM services planning and delivery by both the FM Department and the Service Partner

• Guarantee that every member of the Soft FM services team, possesses a clear understanding of their HSE responsibilities. This involves providing them with the necessary training and resources to fulfil these obligations effectively, ensuring they are well-equipped to maintain HSE standards.

• Support the implementation of Emergency Response Plans, crisis plans, and business continuity.

Specific Requirements

• Minimum, bachelor's degree. Facilities and property management preferred.

• Certificates from recognized international FM bodies such as BICs, FMP, IWFM, IRATA.

• Minimum 15 years' experience, 5 of which are in the GCC region, leading teams within Soft services planning and delivery.

• KSA experience preferred.

• Experience of oversight and implementation of FM Contract terms and conditions, leading teams within Soft services planning and delivery, including inspections, programming work, HSE, risk management, quality assurance and quality control.

• Experience required operating with environments of Master Communities, Islands, Marine, F&B, Hospitality.

Fluent in verbal and written English. Arabic desirable.

• Proficient in Microsoft packages including Word, Excel and PowerPoint. Adaptable to use company systems as required to the operations.