General Services Manager (IFM)

Job Description

Direct Reports To: General Director – Sodexo Vietnam

Functional Reports To: Regional Account Director – Account

Position Purpose:

To manage the daily operations of Site Integrated Facilities Management (IFM) services (F&B, Technical FM and Soft FM)

To lead the team in meeting and exceeding customer expectations by providing excellent services.

To lead the team in the efficient and profitable operation of the Contract

Key Result Areas:

Field operations

· To work in close association with the Site representative and any other relevant Site management and the Sodexo Senior Management, in order to best promote and manage all facets of Site activities.

Contracts:

· Understands the contract terms, conditions, service scope and client's expectations at a detailed level, makes great efforts to meet customer needs

· Directs management resources to ensure that service levels are met and/or exceed cost effective manner through-out the life of the contract

· Ensures that work perform is covered by the contract and properly reimbursed from the client

· Prepares proposals and negotiates profitable compensation for requested work outside the original contract.

Operational Management:

· Administers Sodexo policies, business procedures and standards at the account to ensure compliance within the account wide

· Establishes procedure performance metrics; tracks, analyzes, and reports performance and trends in terms of quality, activity, safety, cost, and customer satisfaction

· Shares process improvements with peers

· Provides the technical and management direction for all facility management services teams and taps into our resources to reduce cost and increase satisfaction

· Provides operational leadership in problem solving and decision; making to ensure that account issues and challenges are resolved, proactively

· Establishes the account safety program and ensures that all safety program goals and objectives are met/exceeded

· Establishes and manages an emerging issue, business continuity and incident management plan and process including reporting

· Assist the technical team to ensure that all building systems (e.g. mechanical, electrical, fire protection, BMS, etc.) are operated and maintained in an effective and safe way, and manage the coordination of external contractors

· Assist with emergency response management, including assisting with a response to medical emergencies and inclement weather occurrences, and building evacuation drills.

· Oversee and assist the site team in management of the work order management systems to ensure timely and proper completion of work requests.

· Conduct regular team meetings encouraging open discussion and innovation amongst the team. Team meetings should cover engineering activities, cleaning activities, landscaping activities, catering activities, HSE activities, FM administration, budget targets and financial results, safety and operational toolbox/lunchbox, etc.

Human Resources:

· Ensure a smooth induction of the newly recruited staff

· Identify training needs of the team and present training on an as need basis in conjunction with the training manager

· To perform annual performance and development reviews in accordance with Sodexo Human Resources policy

· Ensure the team provides an excellent and appropriate IFM offer in conjunction with excellent customer service

· Deal professionally with customer feedback

· Implement directions from Sodexo senior management and provide feedback and action plans

· Ensure that the team comply with relevant Client and Sodexo policies and procedures as outlined in relevant document, CSI & KPI

Finance:

· Complete all administrative duties as required by Client and Sodexo senior management, ensuring reporting is accurate and timely

· Control all costs by appropriate procedures and systems

· Ensure all purchases are in line with the procedures set out by Sodexo

· Ensure labour is rostered efficiently and productively with adherence to budget

· Actively pursue budget targets and assist in budget compilation

· Develop accurate monthly forecasting/ reports

· Develop and maintain daily field contribution control

Safety, Health and Environment:

· Implement and adhere to the safety, health and environment policies outlined in the safety, health and environment manual, ensuring that all members of the team are made aware of their responsibilities though effective training, communication, instruction and supervision

· Implement and adhere to the food safety policy outlined in the food safety manual, ensuring that all members of the team are made aware of the policy through effective training, communication, instruction and supervision

· Ensure that regular spot checking of potential hazards is carried out and immediate remedial action is taken

Self

· Develop skills and experience. Participate in formal and on-the-job training. Request training in areas where needs have been identified

· Be an active member of the IFM service industries (where applicable), the Client, Sodexo culture and your team

Authorities:

· The incumbent has the authority to manage the Contract on a daily basis in line with Company policies and objectives

· Any cash expenditure greater than the DOA must be authorized by the N+1 manager

· Any expenditure outside the scope of normal operations must be authorized by the N+1 manager

· To conduct disciplinary procedures within Sodexo policy guidelines and in consultation with the senior management

· General Services Manager is empowered to take whatever actions are necessary to ensure the safety of all customers, clients and staff within the site

Job Requirement

Key Competencies:

· Bachelor’s degree or equivalent. Major in Technical, Business or Industrial Management

· 5 - 10 years and above of management/supervisory experience in the facilities management and/or maintenance operations

· Experience large number of staff over multiple service scopes in a multi-cultural environment

· Staff management skills

· Excellent customer service skills

· Strong financial and budgeting skills

· Excellent written and verbal communications in English

· Leadership and team building abilities

· Effective communicator

· Self-motivated

· Well-organized

· Excellent grooming standards