Manager Soft Services

Job Purpose:To manage and oversee the delivery of soft services across assigned facilities, ensuring high standards of service quality, operational efficiency, HSE compliance, customer satisfaction and contractual performance. The role will lead soft services teams and service providers while controlling costs, manpower and resources in line with organisational and client requirements.

Key Responsibilities

Soft Services OperationsManage the day-to-day delivery of soft services, including cleaning, housekeeping, waste management, pest control, landscaping, hygiene services and other support services within the assigned scope.Ensure services are delivered in accordance with agreed SLAs, KPIs, contractual requirements and operating procedures.Conduct regular site inspections, quality audits and performance reviews to maintain required service standards.Ensure adequate manpower, equipment, machinery, chemicals and consumables are available for service delivery.Develop and implement cleaning schedules, deployment plans and service improvement initiatives.Monitor operational issues and ensure timely corrective and preventive actions.Contract & Client ManagementAct as a key operational point of contact for clients on soft services matters.Understand contractual scope, service specifications and performance requirements.Attend client meetings and present operational performance, challenges and improvement plans.Monitor SLA/KPI performance and ensure timely closure of client observations and complaints.Identify opportunities to improve service quality and enhance the overall customer experience.Manpower & Team ManagementPlan and optimise manpower deployment according to operational requirements and service schedules.Lead Soft Services Supervisors, Team Leaders and frontline staff.Monitor attendance, productivity, overtime, absenteeism and staff utilisation.Coordinate recruitment, mobilisation, onboarding and training requirements with HR and recruitment teams.Conduct regular toolbox talks, operational briefings and staff training.Develop supervisors and team leaders to improve operational ownership and service quality.Quality, HSE & ComplianceEnsure compliance with company HSE, Quality and Environmental policies and site requirements.Ensure safe handling, storage and use of cleaning chemicals and equipment.Conduct regular quality inspections and ensure corrective actions are properly implemented.Support internal, client and external audits and ensure timely closure of findings.Maintain required operational records, checklists, inspection reports and compliance documentation.Budget & Cost ControlManage soft services expenditure within the approved operational budget.Monitor manpower costs, overtime, consumables, chemicals, equipment and subcontractor expenses.Control material consumption and minimise wastage without compromising service standards.Review operational productivity and identify cost-saving and efficiency improvement opportunities.Support annual budgeting and forecasting activities for soft services operations.Vendor & Subcontractor ManagementMonitor the performance of subcontractors and specialist service providers.Ensure vendors comply with contractual, quality, safety and service requirements.Review vendor performance against agreed SLAs and KPIs.Coordinate with Procurement for materials, equipment and outsourced service requirements.Reporting & Performance ManagementPrepare daily, weekly and monthly operational and management reports as required.Monitor key performance indicators covering quality, productivity, manpower, customer complaints and service delivery.Analyse service trends and identify areas requiring improvement.Maintain accurate operational data and provide management with timely performance updates.Qualifications & Experience:Bachelor’s degree or Diploma in Facilities Management, Hospitality Management, Business Administration, Hotel Management or a related discipline.Relevant professional/FM certification would be an advantage.Typically, 6–10 years of experience in Soft Services / Facilities Management, including supervisory or managerial responsibility.Strong experience managing large frontline workforces and multiple soft services.Previous UAE/GCC Facilities Management experience is highly desirable.Experience managing client-facing FM operations and outsourced/subcontracted services is preferred.Key Skills:Strong Soft Services and Facilities Management knowledge.Cleaning and housekeeping operations management.Manpower planning and workforce optimisation.SLA and KPI management.Client and stakeholder management.Budgeting and operational cost control.Quality inspection and audit management.HSE and compliance awareness.Vendor and subcontractor management.Strong reporting and analytical skills.Good knowledge of Microsoft Excel, Word and PowerPoint.Knowledge of CAFM/FM systems would be advantageous.Strong communication, leadership and problem-solving skills.Behavioural Competencies:Strong leadership and people-management capability.Customer and service-oriented approach.Excellent planning and organisational skills.Attention to quality and operational detail.Commercial and cost-conscious mindset.Strong interpersonal and stakeholder-management skills.Ability to handle multiple sites, priorities and operational challenges.Ability to work effectively under pressure and meet deadlines.High level of accountability, integrity and professionalism.Preferred Candidate Profile:A hands-on Soft Services/FM professional with strong experience managing cleaning, housekeeping and associated soft services within large facilities or multi-site operations. The candidate should have demonstrated capability in manpower management, SLA/KPI delivery, client management, HSE, quality audits and cost control, with the ability to manage a sizeable operational workforce and maintain consistent service standards.