Service Contract Manager EL

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. The Services Manager will work closely with internal teams, including Facilities Management, Energy & Utilities, and Procurement, to align services with operational and contractual objectives.

Key Responsibilities:

Contract & Service Performance Management

• Ensure service providers meet performance standards as outlined in Service Level Agreements (SLAs).
• Oversee contract compliance, ensuring adherence to service-level obligations.
• Manage contract renewals, modifications, and amendments.
• Optimize service delivery, drive continuous improvements, and ensure regulatory compliance across all contracts.
• Collaborate with Energy & Utilities, Procurement, and Facilities Management teams to ensure seamless service integration.
• Develop strategies to enhance vendor relationships, focusing on performance improvements.

Operational Oversight

• Oversee the daily operations of all relevant services.
• Ensure efficient and effective service delivery, maintaining high performance standards.
• Implement and monitor service improvement plans.
• Ensure full compliance with health and safety regulations and industry standards.
• Maintain an operational focus on key systems, including:
  • Lifts and escalators (in coordination with specialized in-house teams)
  • Fire safety systems (in coordination with specialized in-house teams)
  • HVAC, electrical, plumbing, and building maintenance
• Track Key Performance Indicators (KPIs) to measure service performance and identify areas for improvement.

Collaboration & Communication

• Serve as the primary liaison between the Facilities Management team and internal departments, including Energy & Utilities and Procurement.
• Work closely with Procurement to manage contracts, supplier engagements, and compliance with purchasing policies.
• Collaborate with field service teams to ensure quick and efficient responses to service issues.
• Conduct regular performance reviews with stakeholders and service providers to maintain alignment with business objectives.
• Facilitate conflict resolution with service providers, escalating issues when necessary.

Service Categories Managed:

Soft Services:

• Cleaning and janitorial services
• Hygiene services
• Pest control
• Landscaping and grounds maintenance
• Reception and front desk services
• Waste management (in collaboration with the in-house team)

Technical Services:

• HVAC (Heating, Ventilation, and Air Conditioning) maintenance
• Electrical systems maintenance
• Plumbing services
• Building fabric maintenance (walls, roofs, windows, etc.)
• Fire safety systems maintenance (in collaboration with the in-house team)
• Lift and escalator maintenance (in collaboration with the in-house team)
• Energy management and sustainability initiatives (in collaboration with the in-house team)

Skills & Qualifications:

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