Performance Excellence Manager | Mon to Fri 38 hours | Balcatta Support Centre

Sodexo is a people business, employing over 400,000 people worldwide and thousands in Australia. Our hospitality all-rounders play a key role in keeping our sites functioning and well-maintained for village residents' safety, comfort, and well-being. Working with Sodexo is more than a job; it’s a chance to be part of something greater because we believe our everyday actions have a big impact.

The Purpose of the Performance Excellence Manager (PEM) is to drive performance improvement and mitigate under-performance risk across agreed contract quality, KPI’s, goals, service levels, and commitments within the IFMS Portfolio. 

The role will provide specialist review, direction, and actionable support to all levels of the IFMS Sodexo management team. Reporting to PE Manager, Australia, the role will maintain an advanced understanding of the IFMS contract performance requirements to develop operational, tactical improvement plans and support Sodexo strategic improvement. The PEM will not assume the performance-related accountability of business managers but rather be responsible for the management of performance improvement activity and escalation of deviation through an operational excellence framework. 

The role has the primary purpose of maximizing all incentive returns to Sodexo through driving and sustaining IFMS contract performance using operational excellence techniques (strategic review, process design, capability development, continuous improvement). 

Responsibilities 

• RTIO Incentive Payment Realisation for Sodexo <AUD$20M 

• Lead the analysis, process definition, design and revision and implementation of existing and new business processes relating to performance improvement. 

• Performance Improvement Planning and Delivery including scale and replicate performance successes across boundaries, develop remediation action plans with stakeholders to bridge under-performance, monitor and measure adherence to Performance Improvement Plans 

• Lead and improve agreed performance across the IFMS Portfolio: Service Level Agreements, Key Performance Indicators, Service Quality, Performance Indicators, Goals, Action, Plans, Audits Schedule, Service Requests, Feedback. 

• Ensure required performance is understood by stakeholders: Thresholds & Intervals 

• Ensure actual performance is understood by stakeholders: Thresholds & Intervals 

• Manage and engage tools and methods to sustain performance: Audits and Auditing tools (e.g., Mobile MVA), Dashboards (e.g., PowerBi), Visual Aids (e.g., Visual Standards / Standard Work), Process mapping, Problem Solving Technique (e.g., pareto / Fishbone / 5 why), Action Planning (e.g., action plans / project plan), Workshops, Pre-start meetings 

• Design and facilitate stakeholder discussions, workshops, meetings, and reviews to optimize performance and risk management. 

• Lead performance discussions in team meetings at all levels. 

• Drive continuous improvement. 

• Develop sustainable performance capability. 

• Optimise processes to maximise performance. 

• Drive strategic alignment and direction. 

• Address underperformance of team and stakeholders. 

• Deliver threshold and interval control management, ensure adherence to threshold, ensure interval, report and escalate deviation. 

• Develop and improve team performance to ensure service delivery. 

Knowledge & Skills 

• Demonstrated high level Analytical and problem-solving skills. 

• Ability to analyze and synthesize high volumes of data and present the information in meaningful and accurate reports. 

• Ability to clearly communicate, articulate performance overviews through various mediums. 

• Expertise in identifying the key performance drivers of the business and developing benchmarks to assess and manage performance. 

• Expertise in understanding key performance indicators of the contract and developing solutions scale and replicate success or remediate under-performance. 

• Highly advanced Excel skills. 

• Familiarity with dashboards and SharePoint. 

• Experience with MVAand Power Bi will be an advantage. 

Communicates effectively 

Definition: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences  

Optimises work processes 

Definition: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement  

Business Insight 

Definition: Applies knowledge of business and the marketplace to advance the organisation goals 

Customer focus 

Definition: Building strong customer relationships and delivering customer-centric solutions  

Drives results 

Definition: Consistently achieves results, even under tough circumstances.   

Resourcefulness 

Definition: Securing and deploying resources effectively and efficiently  

Nimble learning 

Definition: Learns through experimentation when tackling new problems, using both successes and failures as learning fodder  

• Degree qualified in Supply Chain Management or Business will be an advantage 
• Qualified or certified in LEAN or Six Sigma will be an advantage. 
• Previous experience in quality management (ISO 9001) 
• Previous experience in Continuous Improvement or performance improvement. 
• Experience in business performance improvement (KPI’s)
• Experience in remote site facilities management is preferable. 

Why Join Sodexo?

• Competitive pay and job security in an essential services industry
• Access to 100+ retail discounts and multiple salary packaging options
• Great teamwork and a solid group of people around you!
• Opportunities for training and career progression within Sodexo

Apply Now

Ready to start your next adventure? Submit your resume outlining your experience and availability. If shortlisted, one of our recruiters will contact you for a phone interview to answer your questions and share more about the role.