This role is responsible for the high-velocity execution of day-to-day site soft services operations (cleaning, landscaping, pest control, etc.). You will own the service delivery lifecycle, ensuring that vendors perform at peak efficiency and that every client request is met with urgency and precision. This role requires a zero-lag mindset and a radical commitment to accountability.
Contract Management
- Monitor contract lifecycles to ensure zero service gaps; trigger re-procurement ahead of schedule.
- Continually audit contracts to ensure maximum ROI and service efficiency for the client.
- Rapidly identify and close performance gaps to maintain a high-performing regional portfolio.
Operations
- Own the implementation of benchmarking and best-in-class day to day operational standards.
- Foster a high-accountability environment focused on execution, teamwork, and personal success.
Client/Stakeholder Management
- Build high-trust relationships with stakeholders to anticipate and solve local needs before they escalate.
- Own operational KPI metrics; consistently meet or exceed performance targets through rigorous management.
- Partner with the Site Services Manager to rapidly deploy service improvements and cutting-edge innovations.
Service Delivery
- Analyze metric variances; design and execute operational rapid-response mitigation strategies.
- Ensure 100% data integrity across all technology platforms and information systems.
- Support special initiatives and ad-hoc reporting with tight deadlines and high visibility.
People Skills
- Communicate effectively with all levels of the organization, from front-line staff to executives.
- Resolve delivery conflicts with speed and diplomacy.
- Provide clear direction and career coaching to build a high-velocity, reliable team.
Quest for Excellence
- Refuse to settle for mediocre delivery; constantly challenge the status quo.
- Think beyond traditional FM models to deliver above and beyond service experiences.
- Solve complex operational problems using a holistic, data-driven approach.
- Act as a critical consultant to the Regional teams to support cross-country operations.
- Utilize elite organizational skills to prioritize high-volume workloads under pressure.
- Guarantee a safe environment by maintaining 100% compliance with fire, health, and safety regulations.
User Ticket System
- Manage the tickets portal as the mission control for all daily activities.
- Ensure every request is routed, tracked, and closed strictly within the contractual timescales.
- Maintain total ownership of tickets KPIs to ensure zero lag in user support.
Requirements
- Extensive FM experience in tech or multinational sectors; expert in vendor and budget management.
- Operational grip; solid understanding of soft services and building operations.
- Proven ability to remain calm and decisive in rapidly changing, high-stress environments.
- Self-motivated, goal-oriented, and possesses the gravitas to lead peers and vendors.
