Service Contract Manager

Level Up, Centurion, Gauteng, South Africa

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Role Overview: The Services Manager is responsible for managing service contracts, ensuring performance standards are met, and overseeing operational services across both soft and technical services. This role focuses on service performance, supplier management, and compliance, ensuring efficient and effective service delivery across all facilities.

Key Responsibilities:

1. Contract & Service Performance Management:
   1. Ensure service providers meet performance standards as outlined in Service Level Agreements (SLAs).
   2. Oversee contract compliance, ensuring adherence to service-level obligations.
   3. Manage contract renewals, modifications, and amendments.
   4. Optimize service delivery, drive continuous improvements, and ensure regulatory compliance across all contracts.
   5. Collaborate with Energy & Utilities, Procurement, and Facilities Management teams to ensure seamless service integration.
   6. Develop strategies to enhance vendor relationships, focusing on performance improvements.
2. Operational Oversight:
   1. Oversee the daily operations of all relevant services.
   2. Ensure efficient and effective service delivery, maintaining high performance standards.
   3. Implement and monitor service improvement plans.
   4. Ensure full compliance with health and safety regulations and industry standards.
   5. Maintain an operational focus on key systems, including: Lifts and escalators, Fire safety systems, HVAC, electrical, plumbing, and building maintenance.
   6. Track Key Performance Indicators (KPIs) to measure service performance and identify areas for improvement.
3. Collaboration & Communication:
   1. Serve as the primary liaison between the Facilities Management team and internal departments, including Energy & Utilities and Procurement.
   2. Work closely with Procurement to manage contracts, supplier engagements, and compliance with purchasing policies.
   3. Collaborate with field service teams to ensure quick and efficient responses to service issues.
   4. Conduct regular performance reviews with stakeholders and service providers to maintain alignment with business objectives.
   5. Facilitate conflict resolution with service providers, escalating issues when necessary.

Service Categories Managed:

1. Soft Services: Cleaning and janitorial services, Hygiene services, Pest control, Landscaping and grounds maintenance, Reception and front desk services, Waste management.
2. Technical Services: HVAC maintenance, Electrical systems maintenance, Plumbing services, Building fabric maintenance, Fire safety systems maintenance, Lift and escalator maintenance, Energy management and sustainability initiatives.

Skills & Qualifications:

1. Proficiency in facilities management software.
2. Strong analytical and problem-solving abilities.
3. In-depth knowledge of health and safety regulations.
4. Experience in budget management and cost control.
5. Customer-focused with a commitment to service excellence.

Seniority level: Entry level
Employment type: Contract
Job function: Management and Manufacturing
Industries: Marketing Services