Join Mitie - the future of high performing places.
ROLE: Soft Services Manager
HOURS: 40 hours per week
LOCATION: The Shard, London
At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We’re looking for a Soft Services Manager who reports directly to the Senior Operation Manager and oversees the delivery of contract soft services. These services include access control, helpdesk, Soft services, etc.
Role and Responsibilities
* Ensure all soft services are delivered in line with agreed processes, carrying out regular audits and updates with support from the QHSE Manager.
* Manage all directly employed personnel, ensuring HR and learning and development practices are followed.
* Monitor the CAFM system to confirm compliance with KPIs and ensure effective workforce deployment to avoid performance penalties.
* Coordinate with principal subcontractors, holding regular meetings and maintaining accurate records.
* Oversee performance measurement systems and continuously develop soft service delivery processes.
* Maintain financial control over subcontracts and administrative services, reporting regularly to the Commercial Manager.
* Conduct quality site checks and leadership tours to monitor health, safety, wellbeing, work progression, and service delivery standards.
* Manage customer relations proactively, resolving issues appropriately and maintaining positive communication with the authority.
* Gather and consolidate accurate information for the four‑weekly client report to support fee invoicing.
* Ensure compliance with health and safety policies, statutory legislation, and external regulatory requirements, promoting a safe environment for all.
* Maintain awareness of the business continuity plan and undertake additional tasks as reasonably required by the Account Manager.
Required Qualifications
* Ability to lead & manage multiple soft service teams
* Excellent organisational skills and ability to multitask
* Strong oral and written communication skills with a high standard of literacy
* Confident Microsoft Office user with strong IT literacy (Excel, Outlook, etc.)
* Ability to use multiple IT systems - Maximo
* Professional, quality‑focused, and proactive approach
* Able to take initiative and work independently
* Able to maintain a high degree of confidentiality when handling sensitive personal and business data
What's in it for you?
* Join a trusted UK‑wide provider of building services
* Be part of a team known for quality, sustainability, and client satisfaction
* Work in a growing team with opportunities for development
There's a place for you at Mitie — join us today!
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