Job Description
ISS Global is seeking an experienced Assistant Contract Manager to lead housekeeping contract operations in the Central Region. In this role, you will ensure service quality by meeting or exceeding SLAs and KPIs, manage manpower planning and scheduling, enforce safety and regulatory compliance, and drive continuous process improvements across multiple facilities. The position requires close collaboration with clients, site supervisors, vendors and internal teams to deliver reliable, high-quality housekeeping services that align with contract terms, budgets and service standards. You will own performance metrics, develop and monitor dashboards, conduct regular performance reviews, and implement corrective actions to mitigate risk and elevate guest and client experience.
The successful candidate will be a proactive problem-solver with strong people leadership, excellent communication, and a data-driven approach to decision making. You will lead change initiatives, foster a culture of safety and engagement, and ensure consistency in service delivery across sites. This is a hands-on role with visibility to senior management and direct impact on client satisfaction, contract profitability, and operational excellence.
Responsibilities
- Lead day-to-day contract operations for housekeeping services across sites in the Central Region, ensuring consistently high service quality.
- Monitor and enforce adherence to SLAs, KPIs, safety standards, and regulatory compliance.
- Plan and manage manpower requirements, scheduling, overtime controls, and resource optimization to meet service demand.
- Oversee vendor and contractor performance, conduct regular reviews, and implement corrective actions and continuous improvement initiatives.
- Collaborate with clients, site teams, and finance to ensure contract profitability, accurate billing, and client satisfaction.
- Maintain risk management practices by conducting risk assessments, updating risk registers, and implementing mitigation plans.
- Lead training, engagement, and recognition programs to develop a motivated, safe, and skilled housekeeping team.
- Prepare and present performance reports, dashboards, and recommendations to senior management and clients.
Qualifications
- Bachelors degree in facilities management, hospitality, operations, or a related field (or equivalent practical experience).
- Proven experience in contract management within housekeeping or facilities services, preferably in large multimodal facilities.
- Strong knowledge of SLAs, KPIs, risk management, compliance standards (safety, regulatory), and quality assurance.
- Leadership with the ability to manage cross-functional teams and influence stakeholders at all levels.
- Excellent communication, negotiation, and client-facing skills; fluent in English; proficient in MS Office and facilities management software.
- Analytical mindset with ability to interpret data, generate insights, and drive data-backed decisions.
- Ability to work in a fast-paced environment, manage multiple sites, and travel as needed.