As a Soft Services Manager, you will be managing a blend of dual services, within our client-facing role, ensuring seamless coordination between technical maintenance and customer-focused operations. You will be required to efficiently deliver tasks and maintenance functions to deliver on statutory and contract SLA's and KPI's. In addition, you will effectively manage the day-to-day delivery of planned and reactive facilities tasks and duties to fulfil the role with the support of the direct team.
Main Responsibilities
* Lead and manage site facilities teams, cleaners, engineers and subcontractors to ensure safe, efficient, and high-quality service delivery.
* Ensure all works meet SLA timeframes, KPIs, and compliance standards, including MITIE and National Grid audit requirements.
* Maintain proactive communication with clients, customers, and internal teams through regular updates and meetings.
* Provide technical support and guidance to teams and customers, contributing to continuous service improvement.
* Oversee and ensure safe systems of work for all activities, including minor works and subcontractor operations.
* Monitor and report on contract performance, service line delivery and compliance to MITIE management.
* Manage site assets, documentation and timesheets to ensure accurate record‑keeping and audit readiness.
* Support out-of-hours duty management and reactive service continuity to maintain customer satisfaction.
What we're looking for
* Extensive experience within Soft Services with some knowledge of Hard Services.
* Evidence of strong client management and customer relations.
* Strong communication skills both written and verbal.
* Open to being 'hands on' to support the team.
* Ability to manage PPMs, Reactive and Remedial works.
* Excellent time management and meeting deadlines.
* Demonstrating availability and active responses to requests.
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