Operation Manager - Soft Services

Job PurposeThe Operations Manager will be responsible for the overall management, delivery, and performance of soft services operations across multiple contracts and sites. The role requires strong operational leadership, client management, commercial awareness, and the ability to ensure consistently high service standards in line with contractual requirements, BICSc standards, HSE requirements, and company policies.The successful candidate will have significant experience managing large and complex soft services contracts, preferably including government, public-sector, healthcare, education, university, or other high-profile institutional projects within the GCC. Key Responsibilities1. Operations ManagementManage and oversee day-to-day soft services operations across multiple sites and contracts.Ensure services are delivered in accordance with contractual KPIs, SLAs, method statements, and agreed service standards.Establish and maintain effective operational procedures and systems.Monitor service quality, productivity, resource utilization, and operational efficiency.Ensure appropriate staffing levels, equipment, materials, and consumables are available to meet operational requirements.Conduct regular site inspections and operational audits.Identify operational issues and implement corrective and preventive actions.2. Soft Services ManagementThe candidate should have strong practical experience in managing several of the following:Cleaning and housekeeping servicesPublic area and facility cleaningWaste managementLandscaping and external cleaningPest control coordinationHygiene and sanitation servicesSpecialized cleaningFaçade and high-level cleaningEvent and hospitality support servicesFront-of-house / concierge servicesSecurity coordination where applicableHelpdesk and customer-service interfaces3. BICSc Standards & QualityEnsure cleaning operations are aligned with BICSc standards and best practices.Develop and implement cleaning standards, procedures, schedules, and work instructions.Conduct quality inspections and audits against BICSc and contractual requirements.Train and develop supervisors and operational teams in professional cleaning practices.Monitor cleaning productivity, performance standards, and resource allocation.Drive continuous improvement initiatives to enhance service quality and operational efficiency.4. Government & Major ProjectsManage soft services operations for large-scale government and institutional projects.Maintain a high level of professionalism and compliance with government client requirements.Ensure strict adherence to contractual obligations, KPIs, SLAs, HSE requirements, and reporting procedures.Manage client inspections, audits, meetings, and performance reviews.Prepare operational reports and performance presentations for senior management and clients.Demonstrate the ability to operate effectively in highly regulated and demanding environments.5. Client & Stakeholder ManagementAct as the senior operational point of contact for clients.Build and maintain strong relationships with clients and key stakeholders.Attend regular operational and performance review meetings.Understand client expectations and proactively address service issues.Manage complaints and ensure timely resolution.Identify opportunities to improve customer satisfaction and contract performance.6. People ManagementLead, motivate, and develop supervisors, team leaders, and frontline employees.Manage large multicultural teams effectively.Establish clear objectives, responsibilities, and performance expectations.Monitor employee productivity and performance.Identify training and development requirements.Promote a culture of accountability, discipline, teamwork, and continuous improvement.Ensure compliance with company HR policies and local labour regulations.7. Health, Safety & ComplianceEnsure all operations comply with company HSE policies and applicable GCC regulations.Implement safe systems of work and ensure appropriate risk assessments and method statements are in place.Investigate incidents and implement corrective actions.Ensure employees receive appropriate HSE and operational training.Maintain high standards of hygiene, safety, environmental compliance, and sustainability.8. Financial & Commercial ManagementMonitor operational budgets and control costs without compromising service quality.Optimize manpower deployment, productivity, materials, equipment, and consumables.Monitor contract profitability and operational efficiency.Work closely with the commercial and finance teams on budgets, variations, and cost-control initiatives.Identify opportunities for productivity improvement and cost reduction.9. Reporting & Performance ManagementEstablish and monitor operational KPIs and performance indicators.Prepare monthly and periodic operational reports for senior management.Analyze performance trends and develop improvement plans.Monitor client satisfaction, complaints, audit results, absenteeism, productivity, and service quality.Ensure timely submission of contractual reports and documentation. Required Qualifications & ExperienceEssential RequirementsUniversity degree in Business Administration, Facilities Management, Hospitality Management, Engineering, or a related discipline.Minimum 10 years of relevant experience in soft services operations.Minimum 10 years of GCC experience, preferably with significant experience in Qatar, UAE, Saudi Arabia, or other GCC markets.Proven experience managing large-scale soft services contracts.Demonstrated experience working on government / public-sector projects.Strong practical knowledge and experience with BICSc standards and professional cleaning methodologies.Experience managing large multicultural operational teams.Proven experience in client and stakeholder management.Strong knowledge of KPIs, SLAs, audits, quality management, and operational reporting.Strong knowledge of HSE requirements and safe systems of work.Excellent English communication skills, both written and verbal.Strong leadership, problem-solving, planning, and decision-making abilities.Preferred QualificationsBICSc certification or recognized BICSc training.Professional qualification in Facilities Management, such as IWFM or equivalent.NEBOSH / IOSH or equivalent HSE qualification.Experience with ISO management systems.Experience managing major government, university, education, healthcare, airport, or other institutional facilities.Experience in Qatar or the specific GCC market in which the position is based. Key Performance Indicators (KPIs)Performance will be measured against, among others:Contract KPI / SLA achievementClient satisfactionService quality and audit scoresBICSc complianceComplaint resolution and response timesStaff productivity and attendanceHSE performanceContract profitability and cost controlEmployee retention and trainingOperational efficiencyContinuous improvement initiatives