Soft Services Manager

Job Description

1. Soft Services Operations
• Oversee hygiene and cleaning services across offices, common areas, welfare spaces and other managed facilities.
• Oversee catering and food-service operations, including service quality, menu/service experience, presentation and vendor performance.
• Oversee horticulture and landscaping standards.
• Oversee fitness and wellness facilities and associated service providers.
• Ensure effective coordination, administrative follow-through, operational coverage and escalation support across the portfolio.

2. Workplace Experience, Hospitality & Events
• Act as the functional owner for workplace experience across managed locations. JD | Soft Services Manager
• Lead hospitality and concierge services, including visitor support, executive/VIP hospitality, meeting support and workplace service requests.
• Directly own the planning and Soft Services delivery of corporate events, workplace activations, launches, town halls, leadership engagements and internal functions.
• Coordinate event requirements including venue readiness, hospitality, catering, cleaning, concierge, logistics, setup and post-event restoration.
• Develop service concepts and initiatives that improve employee experience and increase effective use of workplace amenities and collaborative spaces.
• Ensure consistent presentation, professionalism and service culture across all customer-facing Soft Services teams.

3. HSE, Food Safety & Quality Governance
• Maintain management accountability for safe and compliant Soft Services delivery while preserving the independence of the Assurance function.
• Ensure food-service activities comply with applicable company requirements, food-safety standards and recognised good practice.
• Review assurance findings, incidents, complaints and non-conformances and ensure corrective/preventive actions are properly resourced and closed.
• Partner with the Soft Services Assurance Lead on HACCP-based controls, hygiene audits, HSE inspections, vendor assurance and service-quality reviews.
• Promote a proactive safety, hygiene and quality culture across employees, contractors and service partners.

4. Customer & Stakeholder Management
• Build strong relationships with employees, business leaders and key stakeholders to understand service needs and expectations.
• Use customer feedback, complaints, survey results and service data to identify trends and implement measurable improvements.
• Partner with Facilities Operations, Engineering & Utilities, Projects & Workplace Development, HSE, Medical, HR, Security, Procurement/Contracts and Finance.
• Define Soft Services requirements and mobilisation plans for new or refurbished workplace areas before handover into operation.

5. Commercial, Contractor & Performance Management
• Develop and manage Soft Services budgets, forecasts and cost-optimisation initiatives.
• Set and monitor vendor KPIs/SLAs and provide evidence-based input to performance reviews, payments, incentives or corrective actions as applicable.
• Support tendering, scope development, technical evaluation, contract mobilisation and transition of Soft Services contracts.
• Provide concise monthly reporting on customer experience, service performance, events, HSE/food safety, contractor performance, cost and improvement actions.