Advert Text
General management of all soft service activities (except security) daily to ensure customer satisfaction targets are achieved in the most efficient manner. Primary contact for all matters relating to service for the day-to-day operation. Provide overall supplier contract management and act as centre of competence within areas of responsibility.
Key Accountabilities:
- To ensure all requirements are met within client SLA under all relevant sections.
- Overall responsibility for soft services (except security) delivery on
- Implementation of best practice business standards
- Controlling and managing overall client and Apleona budgets.
- Ensure all necessary processes and procedures are in place and adhered to.
- Monitoring of all aspects of quality and standards across the account.
- Ensure compliance with legislative, IBM and Apleona health, safety and environmental requirements.
- Liaison with central Cleaning Services team.
- Manage the client relationship and ensure an elevated level of service performance by Apleona and suppliers.
- Carry out regular location/area reviews / audits.
- Provide guidance and support to all who carrying out self-perform activities on site.
- Provide support to the accounts for suppliers and sub-contractors.
- Support Account Managers through training needs analysis and programme delivery.
- Set overall standards and guidance documents for cleaning and supplies.
- Maintain operating procedures, which incorporate all IBM, Apleona statutory requirements.
- Implement and manage process for monitoring all supplier performance in conformance with Apleona Business Processes.
- Management support in improving business efficiency and dealing with issues daily to ensure good teamwork and high morale.
- Manage and maintain key site documentation to ensure the teams take a systematic approach for all change activities.
- Communication of business activity to our customers and users to achieve high credibility.
Personal Experience/Qualifications/Skills:
- Experience of Facilities Management or Service Delivery (possible specialist areas such as M&E, Catering, Security, Cleaning).
- Commercial and financial awareness.
- People management skills and the ability to communicate at all levels.
- Experience of managing contracts and writing and operating to processes and procedures.
Job Ref
12891