Services Manager, Hilton Gardens

Function Nursing Facility Position Services Manager Introduction

A vacancy exists for a Services Manager at Life Bay View Private Hospital reporting to the Hospital Manager. The successful candidate will be responsible for efficiently coordinating and managing the internal support services and external service providers within the hospital environment to achieve Company objectives of quality, growth and people. Services managed may include: Catering, Cleaning, Security, Garden, Hygiene, Pest Control, Medical and General Waste, Laundry and Coffee Shops.

Critical Outputs

Effective management of external service providers through:

Identifying, together with Group Procurement, applicable services and service providers Reviewing SLA and in consultation with Group Procurement, document specific hospital requirements and ensure signature by relevant parties Driving and monitoring conformance to SLA, identify gaps and implement corrective action Maintaining productive relationships with service providers through regular meetings Effective relationship building with internal and external stakeholders Participating actively, where necessary, on internal and external review meetings

Effective quality systems management through:

Ensuring customer satisfaction survey is conducted on a regular basis and ensure requirements/complaints are identified, investigated, acted upon and managed appropriately Ensuring external stakeholders conform to agreed quality standards and drive conformance to relevant health and safety legislation as it relates to area of responsibility Identifying alert and incident trends and drive corrective actions Ensuring compliance to ISO 9001:2008 and ISO 1400:2004 Preparing for and participate in various audits Conduct regular audits, walkabouts and checks within the facility including services production areas (kitchens, cleaning storerooms, guard houses etc.)

Effective financial management through:

Participating in budgeting process and monitor performance against budget Planning, agreeing and implementing Capex expenditure with hospital management Review services benchmark report to effectively manage outsourced services cost and quality metrics Ensuring accurate and timeous invoices are received from external suppliers for processing Ensuring invoices are captured according to approved catalogues and contracts Complete scope changes for all permanent changes in services scope Participating in and/or identifying opportunities to improve business processes, systems and resource utilization in order to achieve financial savings

Effective people management through:

Demonstrating visible leadership in respect of LHC values, operating model and strategy and actively sponsor company initiatives and projects in own area of responsibility Recruiting, retaining, motivating and developing staff according to LHC people policies and practices

Effective facilities management through:

Ensuring the hospital facility is always in a clean and in habitual state Participating in building hand-over projects to ensure additional soft services are procured timeously where applicable Requirements

Qualification

A recognized 3 – 4-year Degree or National Diploma at NQF level 7 in Facilities Management, Business Management/Administration, Hospitality Management, Logistics Management, Supply Chain/Contracts Management, Project Management or related

Years’ experience and industry requirements

Proven track record of minimum 3 to 5 years relevant experience managing outsourced/insourced Soft Services, Integrated Facilities Management and Bundled soft services Minimum of 3 years’ experience managing large teams Knowledge and exposure in Industrial Relations Experience within the Healthcare sector advantages. Other industries include Hospitality, Retail, FMCG or related sectors

Knowledge and background

Professional Experience in managing budgets and forecasting Experience in working in a multi-disciplinary environment Experience in the procurement and management of facilities related services Experience in the field of facilities management (soft services) and SLA management Knowledge of contract management and health and safety regulations (OHS Act) Technical Report writing Contingency planning Excellent organisational skills Ability to manage large teams Excellent communication skills Maintain standards of accuracy and meet deadlines Commercial awareness acumen and understanding of contract documentation Social Excellent interpersonal skills High level of flexibility and resilience Ability to work well under pressure, individually as well as in a team Contribute towards meaning input and continuous improvement initiatives Work across all disciplines taking responsibility for and acknowledge service levels Other Support after hour call-out if required Competencies Resilience Ethical behaviour Leading by example Excellence orientated Customer responsiveness Problem-solving, analysis and judgement Motivating, influencing and developing people