The Soft Services Manager is responsible for overseeing service contracts and ensuring the effective delivery of all soft services across the portfolio. The role focuses on managing supplier performance, maintaining compliance with service level agreements, and driving operational excellence through strong stakeholder coordination and continuous service improvement.

Responsibilities

Contract & Service Performance

• Ensure service providers meet performance standards in line with SLAs
• Oversee contract compliance and adherence to service-level obligations
• Manage contract renewals, amendments, and modifications
• Drive continuous improvement in service delivery and compliance
• Build and maintain strong vendor relationships focused on performance enhancement
• Work closely with internal teams (e.g. Facilities Management, Energy & Utilities, Procurement) to ensure alignment

Operational Oversight

• Oversee daily operations of all soft services
• Ensure services are delivered efficiently and to a high standard
• Implement and monitor service improvement initiatives
• Ensure compliance with health and safety regulations and industry standards
• Maintain oversight of key systems and coordinate with specialised internal teams
• Track and report on KPIs to measure performance and identify improvements

Collaboration & Communication

• Act as the key liaison between Facilities Management and internal departments
• Collaborate with Procurement on contract management, supplier engagement, and compliance
• Coordinate with field services to ensure timely resolution of issues
• Conduct regular performance reviews with stakeholders and service providers
• Manage escalations and resolve conflicts with service providers

Soft Services Scope

• Cleaning and janitorial services
• Hygiene services
• Pest control
• Landscaping and grounds maintenance
• Reception and front desk services
• Waste management (in coordination with specialised internal teams)

Requirements

• Proven experience in contract management and service delivery oversight
• Strong organisational and multitasking abilities
• Excellent communication, negotiation, and analytical skills
• Experience managing cross-functional teams and stakeholders
• Strong technical understanding of service operations and supplier management
• Experience working closely with Procurement on contracts and supplier alignment
• Ability to work independently and collaboratively

Skills

• Proficiency in facilities management systems/software
• Strong analytical and problem-solving skills
• Knowledge of health and safety regulations
• Experience in budget management and cost control
• Customer-focused with a commitment to service excellence