Job Purpose
The job holder is responsible for the day-to-day operations of all housekeeping services through regular site inspections, coordinating, and meetings with service providers, suppliers, and 3rd party contractors.
Key Responsibilities
- Responsible for ensuring service delivery effectiveness by providing leadership and guidance to operational functions and contributing to the development and implementation of service delivery strategies, policies and practices
- Take ownership and ensure that services delivered are compliant with standards (legal, ethical and best practice) for health & safety processes, including RAMS, audits, COSHH, PPE, etc
- Ensures the overall well-being and service delivery by conducting checks and assessing common areas regularly
- Monitor customer satisfaction levels
- Carries out day and night site inspections based on a predefined schedule, cross-audits of key locations
- Participates in service provider performance audits
- Raising service requests and follow-ups on all highlighted site concerns until they are rectified
- Ensures the service provider delivers services as per the service level agreement
- Checks cleaning and maintenance schedules and ensures services are being carried out, and standards are being maintained
- Carries out a site verification of observations/issues that are closed out by the service providers
- Recommends improvements and cost-saving initiatives
- Coordinates with relevant teams in case of an emergency, while escalating the same through established policies and processes
- Raising performance request for area improvement or rectification of assets, and following up with the supplier/contractor until the job is completed
- Issuance of notice of violation to 3rd-party contractor/developer for non-compliance
- Issuance of NOC and other related documents to the 3rd party contractor/developer relevant to construction activities
- Updates the 3rd party site construction status and violations to customer care or another Department upon enquiry
- Maintains records of maintenance and prepares reports to management, as required
- Ensure KPIs are managed and achieved, and service standards are met
- Provision of regular reports on SLAs and KPIs, and attendance at planned and ad hoc meetings with client representatives to ensure service delivery satisfaction
- Maintains records of 3rd party plot contractor/developer NOCs, Invoices
Requirements
- Bachelor’s degree or equivalent qualification; BICSc Level 2 qualification (minimum); NEBOSH certification
- Minimum 8 years of experience in facility management or a related industry, including at least 5 years in a managerial or lead role
- Proven track record in managing high-value and complex FM contracts or portfolios
- Experience leading cross-functional teams and delivering projects on time, within budget, and to required quality standards
- Strong analytical, problem-solving, and strategic decision-making skills
- Flexible and adaptable in fast-paced operational environments
- At least 8 years in a client-facing management role within soft services or facilities management
- Extensive experience in soft services, preferably within a heritage environment, including outsourced contract management
- Technical experience in managing soft services such as cleaning, waste management, and front-of-house services
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.