Demand Specialist Facilities Soft Services

As Demand Specialist overseeing Facilities Soft Services, you will play a crucial role in managing outsourced soft services for our clients, encompassing gowning, cleaning, food & drinks, security, hospitality, transportation, waste, and possible other future (GMP related) soft services. Your primary objective is to ensure the efficient and timely delivery of these services within budget, while complying with all relevant regulations and standards.

Key Responsibilities

Contract Management:

• Oversee contracts with service providers and vendors.

• Monitor contract performance to ensure compliance with agreed-upon terms, service level agreements and KPI’s.

• In collaboration with Sourcing & Procurement department, holds Performance meetings and QBR’s with service providers.

• Provides guidance to resolve day-to-day facilities services issues, when needed.

Budget Management:

• Develop and manage budgets for soft services, emphasizing cost-effectiveness.

• Control and optimize expenditures to meet financial targets.

• Reviews, updates & initiates yearly Work Orders and related SLA’s, in collaboration with Sourcing & Procurement and Legal department.

• Handles Change Order activities for any adjustments made to the services during contract year.

• Handles Purchase Order requests and invoices.

Vendor Selection and Oversight:

• Collaborate with Sourcing & Procurement to identify, evaluate, and select vendors and contractors for soft services.

• Continuously assess vendor performance and address any issues and / or risks.

• Establish and maintains clear communication and trusted relationship with service providers (‘partnership’).

Quality

• Serve as the subject matter expert during audits.

• Manage change controls, deviations, CAPAs, SCAR’s for GMP-related services.

• Implement and uphold quality control measures for high-quality service delivery.

• Set and monitor key performance indicators (KPIs) for service providers.

• Establish / reviews / updates SOP’s and other quality-controlled documents required for service providers to deliver GMP-related facilities services.

Compliance and Safety:

• Ensure all soft services comply with relevant regulations and safety standards.

• Stay updated on industry regulations and best practices.

Client Relationship Management:

• Act as the main point of contact for internal clients regarding soft service’s needs.

• Build and maintain strong client relationships, addressing their needs and concerns.

Team Leadership:

• Manage and lead a team of outsourced service professionals, ensuring productivity and development.

• Manages demand from internal stakeholders (e.g. other departments or group functions), relating to area of specialization.

• Facilitates discussions, projects or improvement efforts for Facilities services with internal stakeholders and service providers.

Reporting and Documentation:

• Generate regular reports on soft service performance and contract compliance.

• Maintain comprehensive documentation for audits and records.

• Provides input, reviews & approves Operating Manuals for non-GMP related services.

• Conducts periodic Facilities Services Survey

Qualifications

• Bachelor's degree in a related field (Facility Management, Business, Engineering, etc.).

• Proven experience in contract management and facility soft services (minimum 3 years).

• Strong knowledge of facility and operational services.

• Exceptional communication skills.

• Budget management and financial acumen.

• Knowledge of relevant regulations and safety standards.

• Leadership and team management skills.

• Strong problem-solving and decision-making abilities.

• Thorough with attention to detail

• Proficiency in using relevant software and tools.