Job Purpose:
The Senior Manager of Soft Facility Management (FM) Services plays a crucial role in ensuring the efficient and effective delivery of services that contribute to the overall passenger experience, safety, and operational excellence. This position involves overseeing a range of essential services that fall under the Soft FM category, with a focus on creating a comfortable, safe, and welcoming environment for airport users. The Senior Manager will ensure Client requirements for Facilities Services are properly met or exceeded in terms of quality, technical matters and budget compliance by running all aspects of service delivery, managing the Client relationship and in-house teams and leveraging company talent.

Job Accountabilities:
Strategic Leadership:
• Develop and execute the strategic vision for Soft FM services.
• Provide leadership in the development of long-term plans and objectives for the Soft FM
department.

Operational Oversight:
• Oversee day-to-day operations of Soft FM services.
• Monitor KPIs to assess operational performance and make data-driven decisions.

Team Management:
• Lead, motivate, and manage a diverse team of Soft FM professionals.
• Conduct regular performance assessments and support professional development.

Budgetary Control:
• Develop and manage the annual budget for the Soft FM department.
• Identify cost-saving opportunities without compromising service quality.

Vendor and Contract Management:
• Establish and maintain strong relationships with external vendors.
• Negotiate contracts, oversee service level agreements, and monitor vendor performance.

Quality Assurance and Compliance:
• Set and enforce quality standards for Soft FM services.
• Ensure compliance with regulations, safety standards, and industry best practices.

Customer Experience Enhancement:
• Collaborate with other airport departments to enhance the overall passenger experience.
• Analyze customer feedback and implement improvements.

Emergency Preparedness:
• Develop and implement contingency plans for Soft FM services.
• Coordinate with other airport departments for an effective response during crises.

Technology Integration and Innovation:
• Explore, evaluate, and implement technology solutions to enhance service efficiency.
• Stay informed about industry trends and innovations.

Communication and Stakeholder Engagement:
• Communicate effectively with internal stakeholders, including airport management.
• Collaborate with external stakeholders, such as regulatory bodies and community
representatives.

Performance Reporting:
• Prepare and present regular reports on the performance of Soft FM services to senior
management.