Soft Services Manager

Overview

As Soft Services Manager you will lead a high-performing Security and Cleaning function at a key retail destination, shaping strategy and embedding a culture of accountability and continuous improvement. You will develop and coach teams, drive safety and compliance, and partner with cross-functional stakeholders to deliver best-in-class services. The role focuses on data-driven performance, governance, and a superior guest experience within a large estate. This is a high-impact position at a market-leading facilities management company. You will influence outcomes by aligning operations with broader business goals and standards.

Pay / Benefits

• virtual GP
• Salary Finance
• Choices lifestyle benefits platform
• up to five extra days’ holiday
• critical illness insurance
• MiDeals discounts and cycle-to-work scheme

Responsibilities

• Provide hands-on leadership to Security and Cleaning teams, fostering a high-performance, values-led culture.
• Coach and develop direct reports with clear objectives and performance reviews; support career progression.
• Build succession pipelines through coaching and talent development; ensure workforce planning and diverse recruitment.
• Embed Mitie One Code and Elevate principles in daily behaviours.
• Deliver best-in-class soft services with clear standards and continuous improvement; translate strategy into delivery plans.
• Lead a data-driven performance approach using Merlin, Workplace+ and client reporting tools.
• Ensure consistent, compliant service across all areas of the estate; manage audits and performance reviews.
• Develop strong relationships with clients and contractors; represent soft services in stakeholder engagements.
• Own KPIs, SLAs and service standards; drive safety, H&S and regulatory compliance.
• Manage budgets and identify efficiencies to enhance service delivery and asset value.
• Champion guest experience, drive service innovation, and continuously improve processes.

Key requirements

• Proven leadership in soft services; security and cleaning experience desirable.
• Track record of building high-performing, engaged teams.
• Commercial acumen with budget management and performance delivery experience.
• Confident communicator with strong stakeholder management.
• Data-driven with experience using operational systems and performance metrics.
• Strong organisational skills in a fast-paced environment.
• IOSH qualification desirable.

• strong communication
• stakeholder management
• leadership by example
• data-driven performance
• operational systems (Merlin, Workplace+)
• client reporting tools

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