Facility Lead

Responsibilities

• To lead the planning, implementation, and management of all soft services facilities and administrative services across Safaricom facilities, ensuring operational efficiency, cost-effectiveness, complaint and a safe and supportive workplace environment.
• The role requires strategic oversight, stakeholder management, vendor performance, policy enforcement, and continuous improvement initiatives across all service areas.

Key accountabilities and decision ownership:

Soft Facilities Services

• Lead the end-to-end management of soft services including catering, hospitality, cleaning, pest control space management, and administrative functions.
• Develop and implement facilities management strategies, policies, and procedures aligned with business needs and compliance standards.
• Drive improvements in service delivery, user experience, and operational performance through regular analysis and performance reviews.
• Oversee supplier selection, contract negotiations, SLA development, and performance management across all service providers.
• Ensure regular monitoring, evaluation, and reporting on vendor performance against KPIs and agreed deliverables.
• Address complaints and requests related to soft services promptly and effectively.
• Conduct regular inspections to maintain high cleanliness and appearance standards.
• Resolve escalated supplier issues and drive accountability for service quality and compliance
• Responsible for assessment, procurement and management of small projects specific to Facility Operations
• Responsible for developing, monitoring and reporting of service level agreements and key performance indicators internal and external, also tracking of risks.
• Responsible for monitoring supply partners/contractors service delivery and customer interface on a day-to-day basis
• Responsible for financial tracking and reporting to ensure all services are delivered within agreed budgets and service levels
• Responsible for ownership and management of the departmental HSW and risk and compliance plan to achieve and maintain safe and legal status.
• Maintain accurate records and documentation related to soft services.Prepare regular reports on soft service activities and performance.
• Ensure front desk and administrative support functions operate efficiently and professionally.
• Manage space allocation, office relocations, and event logistics to support business continuity and workforce needs.
• Ensure timely and accurate processing of invoices and payments in alignment with organizational financial policies.
• Prepare and manage annual budgets for all soft facilities functions and monitor spending against forecasts.
• Produce regular operational and financial reports (weekly, monthly, annual) for internal review and decision-making.
• Identify cost-saving opportunities while maintaining service quality and employee satisfaction.
• Enforce health, safety, and environmental standards across all facility services.
• Champion workplace safety initiatives and ensure compliance with legal and regulatory requirements.
• Support sustainability initiatives through effective waste management, energy use monitoring, and green facility practices. Stakeholders Liaison
• Build strong working relationships with internal stakeholders and cross-functional teams.
• Act as a key liaison with landlords, local authorities, service providers, and regulatory bodies.
• Manage communication and feedback loops to continuously align service delivery with stakeholder expectations. Budgets and reports
• Develop and manage budgets and forecast for all internal services related issues.
• Prepare weekly, monthly, quarterly and annual reports Core competencies, knowledge and experience:Business Competencies:
• Apply policy, structures and systems to ensure the business delivers safe working environments, products and services.
• Consciously takes steps to make the most of every conversation/interaction
• Identifies people’s needs, interests and motives to be able to influence the decisions they make
• Communicates simply to excite and engage people
• Focuses on achieving maximum performance and driving continuous improvement
• Thinks about processes and problems cross-functionally and end-to-end
• Uses knowledge of products, technology, process, systems and policy to solve problems
• Finds creative ways to exploit opportunities and solve problems
• Balances current and future needs
• Thinks and acts like an owner of the business
• Acts in line with legal, regulatory, health & safety, professional and ethical standards
• Responds flexibly to changing situations
• Schedules activity and identifies resource needs, dependencies and synergies
• Evaluates progress, mitigates risks and addresses issues

Qualifications

• Must have technical/professional qualifications:
• A degree in Property & Facilities management or a business-oriented field.
• Have over 6 years of post-graduation work with at least 3 years in a supervisory or managerial role.
• Strong organizational, administrative, and communication skills.
• Experience in vendor management, invoice processing, and payment coordination.
• Ability to effectively coordinate multiple vendors and manage service-level agreements.
• Knowledge of health, safety, and environmental standards related to facility operations.
• Proficiency in MS Office and familiarity with facility management systems or ERP tools.
• Strong problem-solving skills and attention to detail.
• Customer service oriented with the ability to work collaboratively across departments.
• Demonstrates a positive and professional attitude, with a strong commitment to teamwork and service excellence.

Skills Required:

• Sales / Marketing / Business / Management