Overview
Soft Services Manager
Location: London, WC2H 8NU
Contract Type: Full-time, Permanent
Salary: Up to £50,000 per annum plus up to 10% Bonus
About the Role
We’re looking for a dynamic and results-driven Soft Services Manager to lead and inspire the facilities soft services teams across NBCUniversal’s Global Headquarters in London.
You will oversee service delivery across Mailroom, Housekeeping, Security, Waste and Pest Control, ensuring operational excellence, customer satisfaction, and commercial performance in line with contractual obligations.
This is a fantastic opportunity to be at the forefront of service innovation, client relationship management, and team leadership within a high-profile, global media environment.
Responsibilities
Operational Leadership & Client Management
* Oversee the day-to-day soft services operation across 5 sites, ensuring high standards and KPI compliance.
* Act as the primary operational contact between Sodexo and NBCUniversal’s leadership teams.
* Drive service consistency and standardisation across multiple locations.
* Deliver weekly and monthly contract performance reviews with the client.
* Develop long-term, trust-based relationships aligned to Sodexo’s Clients for Life strategy.
Growth, Development & Innovation
* Understand all service lines within the contract and identify opportunities to expand scope and add value.
* Proactively recommend and sell additional services to increase revenue growth and contract profitability.
* Monitor performance to identify and implement innovations and efficiencies across service lines.
Commercial & Financial Accountability
* Maintain full financial control of soft services departments including forecasting, cost control, and budget adherence.
* Interpret financial data and reports to improve local decision-making and performance.
* Ensure compliance with all commercial, legal, and health & safety obligations, including KPIs and SLAs.
* Use systems such as Kronos, SMS, and Maximo to manage reporting, labour planning and service delivery.
People Leadership & Performance Management
* Recruit, lead, train, and develop a high-performing team with a focus on succession planning and continuous improvement.
* Apply Sodexo’s performance review and talent development processes.
* Build a culture of safety, engagement, and excellence in line with Sodexo values and behaviours.
* Ensure training plans are in place to meet all legal, regulatory and developmental needs.
Compliance, Safety & Risk Management
* Ensure compliance with Sodexo and client policies, including health and safety, food safety, fire safety and equipment maintenance.
* Champion safe systems of work and ensure statutory obligations are met.
* Work with departments to implement necessary IT, systems, and tools to support operations.
Person Specification
* Proven experience managing multi-site soft services in a complex, high-profile environment.
* Strong leadership and team management skills, with a track record of coaching and developing others.
* Experience managing multiple stakeholders and acting as a key client interface.
* Financially literate with experience managing budgets, forecasts, and interpreting commercial data.
* IT literate with strong MS Office skills and exposure to systems such as Kronos, Maximo or similar.
* Ability to make commercial decisions and respond to changing market needs.
* Excellent interpersonal and communication skills – both verbal and written.
* SIA Licence required.
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