Soft Services Manager at Deloitte

Job Purpose

The Soft Services Manager will be responsible for the overall leadership and management of all soft services within the assigned operational areas. The role will ensure the consistent application of global operational standards and best practices across all assigned areas, optimizing service delivery and contributing to a safe, efficient, and patient-centered environment.

Core Responsibilities

Strategic Planning & Development: 

• Develop and implement the strategic direction for soft services operations, aligning with the overall operational objectives of the Directorate. 
• Conduct market research and analyze industry trends to identify opportunities for service improvement and innovation. 
• Develop and implement service level agreements (SLAs) with service providers, ensuring clear performance expectations and accountability. 
• Establish and monitor key performance indicators (KPIs) to track service delivery performance and identify areas for improvement. 
• Develop and maintain a comprehensive soft services budget, ensuring cost-effectiveness and resource optimization. 

Quality Assurance & Improvement: 

• Implement and maintain a robust quality assurance program for all soft services, ensuring compliance with international standards and best practices. 
• Conduct regular audits and inspections to identify areas for improvement and address service deficiencies. 
• Analyze customer feedback and service data to identify trends and implement continuous improvement initiatives. 
• Develop and implement innovative solutions to enhance service quality and efficiency. 
• Ensure the effective implementation of all quality improvement initiatives within the soft services department. 

Operational Management: 

• Oversee the day-to-day operations of all soft services, including housekeeping, laundry, pest control, waste management, security, reception, and landscaping. 
• Ensure compliance with all relevant health and safety regulations, local legislation, and infection control guidelines. 
• Monitor service delivery performance, address service failures promptly, and implement corrective and preventive actions. 
• Coordinate with other departments within the Directorate to ensure seamless service delivery and operational efficiency. 
• Manage service provider contracts, ensuring compliance with agreed-upon service levels and performance targets. 
• Knowledge of relevant health and safety legislation. 
• Experience with contract management and procurement.
• Ability to work independently and as part of a team 

Personal Attributes

• High level of integrity and professionalism.  
• Strong problem-solving mindset. 
• Ability to work effectively under pressure.  
• Customer-focused attitude. 
• Commitment to continuous improvement and excellence. 
• Proactive and results-oriented approach to work. 
• Strong teamwork and collaboration skills. 
• Strong problem-solving and decision-making skills. 
• High level of attention to detail and accuracy. 

Qualifications

Qualifications

Educational Requirements

• Bachelor's degree in hospitality management, Facility Management, or a related field. 

Professional Requirements 

• Professional certification/ membership of a relevant recognized professional body. 
• Certifications in relevant areas in facilities management or related disciplines (e.g., CFM, FMP). 

Experience Requirements 

• Minimum 5 years of experience in a relevant field, such as building maintenance, facility management, or healthcare engineering

Competency Requirements

Knowledge Requirements

• Principles of facilities management. 
• In-depth knowledge of health and safety regulations and compliance standards. 
• Familiarity with soft services industry best practices. 
• Understanding of operational excellence frameworks and methodologies. 
• Knowledge of risk management processes within a healthcare environment. 
• Proficient in facility management software and reporting tools

Skills Requirements

• Strong leadership, communication, and interpersonal skills. 
• Excellent organizational and time management skills. 
• Proven ability to manage budgets and resources effectively. 
• Strong analytical and problem-solving skills. 
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). 
• Knowledge of relevant health and safety legislation. 
• Experience with contract management and procurement.
• Ability to work independently and as part of a team 

Personal Attributes

• High level of integrity and professionalism.  
• Strong problem-solving mindset. 
• Ability to work effectively under pressure.  
• Customer-focused attitude. 
• Commitment to continuous improvement and excellence. 
• Proactive and results-oriented approach to work. 
• Strong teamwork and collaboration skills. 
• Strong problem-solving and decision-making skills. 
• High level of attention to detail and accuracy. 
• Meticulous attention to detail and accuracy in all work