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 

Requirements

Educational Qualifications:

• 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.