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Soft Services Contract Delivery Support

Vacancy Number:  10161
Job Type:  Full-time

ESB is a purpose led company striving to create a brighter future for the customers and communities we serve, leading the transition to reliable, affordable, low-carbon energy.  Today, we operate one of the most progressive electricity systems in the world, with activities spanning electricity generation, transmission, distribution and supply in Ireland, Northern Ireland and Great Britain, and an international energy consulting business.

With almost 8,000 employees we invested €1bn in infrastructure last year, contributed over €2bn to the economies we operate in and distributed over €2m across a range of community initiatives. This requires us to bring the best of our capabilities together to deliver innovative and value-driven solutions that enable our customers to live low-carbon lives. ESB strives to foster an effective and inclusive culture where people engage, challenge and feel connected to our purpose, colleagues, customers and community.

Position Description

As part of Enterprise Services, Facilities Management (FM) team, provide a strategic role in enabling ESB to manage buildings and the facilities assets effectively and efficiently there in, aligning to ESB’s brighter future strategy. FM manage all building services to circa 140 premises across the ESB estate.


The main services are provided through large complex and integrated contracts managed by the FM team with a value of circa €80m over 3-5-year cycles. Strong contract and supplier relationship management is critical function within FM. FM currently manage approx. 25 contracts including large complex national contracts, construction frameworks and supply contracts.


The soft services area is responsible for overall delivery of soft services and operations across the estate through a mix of managed service contracts and in-house/self -perform delivery. The core aim of the team is to ensure consistent quality across all services, with the role of client representative in different regions (for catering eg) for the providers, which in turn improves  safety, quality of service, active consistency and management of cost and drive saving.


Key Responsibilities

  • Managing operational delivery of soft services contracts​ including cleaning, waste management, landscaping, catering, mailing &courier, transport and other ancillary services
    • Ensuring that services are delivered in line with quality, health, safety and environment (QHSE) standards required under the contract
    • Auditing the performance of the service lines by carrying out desktop and site based QHSE audits, reviewing output of satisfaction surveys and reviewing the content and quality of the contract work reports. 
    • Attending regular operations meetings with all soft services providers including monthly, quarterly and annual contract performance management meetings where relevant​. Validation of monthly KPI reporting and reporting to soft services manager​
    • Recommending and managing variations in service requirements and delivery,
    • Validate all reactive works and Planned Preventative Maintenance (PPM’s) and costs associated with their service line, with commercial teams. And in line with SLA and KPI’s
    • Identify and resolve operational concerns, manage escalation to the Soft Services Manager and commercial team where relevant
    • Input to monthly contract reporting and maintain operational complaints log
  • Provide technical input for tenders for soft services for relevant service lines
  • Responsible for mobilising new contracts and services at new locations, collaborating across FM and business
  • Managing key stakeholders and building key relationships internally and externally
  • Being innovative, driving continuous improvement and efficiencies to support business needs
  • Support budgeting and forecasting process providing key inputs on service lines


Knowledge, Skills and Experience


  • 4+ years in a Facilities Management environment
  • Knowledge of Contract Management and supply chain management
  • Client Services and Operations experience
  • Proven record in tender process for large scale and medium value contracts,
  • Proven record in driving service quality, efficiencies and continuous improvement
  • Strong communication and stakeholder management skills including vendor relationships 
  • Ability to plan and manage programme of works for new and renewal of contracts
  • Strong problem solving, analytical and troubleshooting skills.
  • Have an innovative approach and be able to demonstrate ability to actively contribute to a team that delivers results  
  • Experience in contract negotiations and contract management, desirable




  • 3rd level qualification or equivalent work experience
  • Profiicient in IT systems



  • Member of a relevant industry association
  • Proficient CAFM systems



Dublin in line with Smart Working principles, travel is a feature of this role.


ESB is committed to offering flexibility in ways of working and we call that Smart Working – combining digital tools with a culture of trust and empowerment to enable flexible and remote ways of working.

The successful candidate may combine remote / smart working within the jurisdiction, with attendance at base for in-person collaboration, the frequency of which is agreed with the manager and subject to ongoing review.


ESB is one of the founding members of The Remote Alliance – a new initiative established by the social enterprise Grow Remote. Working with other like-minded members, we’ve committed to developing solutions that will ensure remote and hybrid working can become a sustainable part of our business.

The Remote Alliance - Grow Remote


Reporting to

Soft Services Manager, Facilities Manager, Enterprise Services



€36,000- €42,000 per annum


Closing Date 

7th of December 2022. 



If you have any queries in relation to this job, please contact 26699, Option #3

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