Manager - Soft Service

Job SummaryThe Soft Services Manager is responsible for managing and delivering all soft services operations across assigned facilities, ensuring high standards of cleanliness, housekeeping, waste management, pest control, hospitality, and customer service. The role requires strong leadership, operational excellence, and compliance with BICS (British Institute of Cleaning Science) standards while maintaining client satisfaction and contractual KPIs.Key ResponsibilitiesManage day-to-day soft services operations across multiple sites.Lead and supervise housekeeping, cleaning, waste management, landscaping, pest control, and hospitality teams.Implement and maintain BICS cleaning standards and best practices.Conduct regular audits, inspections, and quality assessments.Ensure compliance with client requirements, FM standards, HSE policies, and company procedures.Develop cleaning methodologies, schedules, manpower plans, and service improvement initiatives.Monitor service performance against SLAs, KPIs, and contractual obligations.Manage workforce planning, recruitment, training, deployment, and performance management of soft service staff.Prepare operational reports, budgets, productivity analysis, and monthly performance reviews.Handle client meetings, customer complaints, and corrective action plans.Coordinate with technical FM teams to ensure seamless service delivery.Manage inventory, cleaning equipment, chemicals, and consumables.Ensure all cleaning chemicals and equipment are used safely and efficiently.Lead emergency response and business continuity requirements related to soft services operations.RequirementsEducationBachelor's Degree in Facility Management, Hospitality Management, Business Administration, or related field.CertificationsBICS Certification (Mandatory)IOSH Managing Safely or NEBOSH (Preferred)FM-related certifications will be an advantage.ExperienceMinimum 10-12 years of Facilities Management experience.Minimum 5 years in a managerial role overseeing soft services operations.Experience managing large-scale FM contracts, commercial buildings, residential communities, hospitality, airports, healthcare, or mixed-use developments.Strong knowledge of cleaning operations, housekeeping management, and soft services best practices.