Facilities Manager - Soft Services Manager

Job Description

About the role: 

The role is accountable for developing, implementing and sustaining consistent FM standards, technical capability and operational excellence across the portfolio. 

A key purpose of the role is to move beyond simply publishing standards to ensuring they are understood, adopted, demonstrated and sustained. This includes identifying capability gaps, developing structured learning pathways, coaching leaders and SMEs, establishing competency requirements and measuring the effectiveness of implementation. 

The role provide support to the Operation Teams and SME's, improving efficiency and service excellence via the development and implementation of Cleaning and Housekeeping standards, processes and procedures. Oversee and implement Sodexo’s Facility Management Cleaning offerings. Improve expertise, efficiency and consistency in the Soft Service Family delivery and boost the profitable organic growth. 

Drive continuous improvement and innovation in Sodexo’s Cleaning Service operations. Expert in Guaranteed Maximum Price contracts (GMP) is highly desired. Assume leadership and full management responsibility for providing consistent standards, support and advice internally to all Cleaning and Housekeeping Service functions and activities of the Company and its clients, including External Wall/Window Cleaning, Waste management, Laundry services, Pest Control and Grounds Maintenance/Internal Planting and other related operations and institutional support functions. 

Provide support to Business Development and Transition activities as required including development and implementation of the Standard Operating Procedures (SOP’s). 

Reporting will be an important part of this role, and the Cleaning SME will act as the primary Cleaning Ambassador for the Company, creating and maintaining good relations with relevant government agencies. 

The position translates Sodexo requirements, contractual obligations, statutory requirements and industry good practice into practical standards, procedures, competency frameworks and assurance mechanisms that can be consistently applied by operational teams. 

About you: 

• Direct and coordinate the promotion of services to develop new markets, increase Sodexo’s share of the market, and help the organisation secure a competitive position in the cleaning and housekeeping industry. 

• Act as the main point of contact of the country for the cleaning and Soft Service Family regarding SOPs, bid support, mobilisation, operational excellence and contract management. 

• Act to mitigate and minimize risk to Sodexo and its clients by working in a positive and proactive way with Segment teams to improve the cleaning services they provide. 

• Analyze Cleaning budgets and assist Segments in identifying areas in which cost optimizations can be made. 

• Contribute to the adaptation of SSF (processes and tools related to the Soft Service Family) according to market maturity as well as region segment specificities (including training materials). 

• Support the SSF deployment according to the detailed program set and agreed upon with Segment and the SSF Deployment Manager. 

• Support the bid and mobilisation processes as well as the operational excellence approach and contract management. 

• Respond to all enquiries from segments related to the Soft Service Family and provide advice and guidance to cleaning and housekeeping teams as an SME as requested. 

• Consistently access and review regulatory, company and client driven OHS manuals, policies and procedures. 

• Contribute to the SSF development in liaison with the Subject Matter Leader and the Expert Network through transfer of best practices and innovations. 

• Undertake site visits and perform audits of sites. 

• Provide technical cleaning training to operational teams, in particular GMP cleaning. 

• Create and facilitate employee engagement experiences, including workshops and strategy sessions at all levels in an organisation. 

• Develop initiatives, concepts and ideas that continually support the employee engagement message and ensure that these messages align with other corporate initiatives 

• Foster and maintain a strong rapport with staff and managers at all levels 

• Other reasonable duties as directed 

• Support targeting in terms of comparable unit growth in the Soft Service Family, as well as new sales, gross margins improvement during the budget process. 

• Ensure professional and efficient service provision to Operational Teams. 

• Reinforce Soft Service Family skills at operating line level and knowledge at the sales team level. 

• Country or Regional ownership of the Soft Service Family Standard Operating Procedures (SOPs). 

• Indirect responsibility for the Client Score card KPIs related to the Soft Service Family. 

• Maintain a strong commitment to delivering “Best of Class” Environmental Services. 

• Demonstrate ability to quickly plan, prioritize and delegate in a resource constrained environment and reprioritize resources rapidly. 

• Demonstrate ability to identify areas for improvement before issues arise and drive forward a culture of improvement. 

• Demonstrate strong commercial understanding, with the ability to deliver cost-efficient models and service platforms for cleaning related functions. Must be able to track commercial trends and make relevant adjustments. 

• Foster and maintain a strong network of relationships through the services and demonstrate the ability to quickly establish credibility and rapport with a large and diverse client and partner base. 

• Responsible for your own adherence to the health, safety, environmental and quality standards, policies and procedures as outlined and updated. Proactively acting in a manner that supports a healthy and safe work environment through the effective management of incidents and hazards.

Knowledge & Skills 

• Knowledge and understanding of Soft Service Framework and related applications. 

• Strong Computer skills, proficiency with MS Word, Excel, PowerPoint and industry modeling tools. 

• Auditing and report writing knowledge and experience. 

• Excellent written and verbal communication skills in English. 

• Ability to communicate effectively including presentation skills, and interpersonal skills. 

• Extensive knowledge of Cleaning Services management. 

• Operations background is advantageous. 

Qualifications

• Subject matter expertise in Cleaning, in particular GMP cleaning

Experiences 

• Proven and relevant experience providing services to the Facilities Management industry and able to demonstrate growth and increasing responsibilities. 

• Experience or aptitude for effective Customer Relationship Management. 

• Experience working on Cleaning Quality standards and processes 

• Experienced Soft Services/FM Practitioner 

Additional Information

Why Join Sodexo?

• Competitive pay and job security in an essential services industry
• Access to 100+ retail discounts and multiple salary packaging options
• Great teamwork and a solid group of people around you!
• Opportunities for training and career progression within Sodexo

Apply Now

Ready to start your next adventure? Submit your resume outlining your experience and availability. If shortlisted, one of our recruiters will contact you for a phone interview to answer your questions and share more about the role.