Assistant Manager - Soft Services

Role purpose

Assistant Manager soft services across the assigned portfolio, with a focus on subcontractor performance, service quality, client requirements and cost control. The role combines operational oversight with planned inspections, reporting, corrective action and new site mobilization.

Key responsibilities

• Manage cleaning, housekeeping, waste management, pest control, landscaping, façade and window cleaning, hygiene services and other soft services within each approved site scope.
• Oversee subcontractors against contracts, specifications, schedules, service levels and client requirements. Verify attendance, work completion and records.
• Conduct site inspections and quality audits; identify defects, assign corrective actions and verify timely closure.
• Track KPIs, complaints, incidents and repeat failures. Report trends, root causes and improvement actions each month.
• Act as the operational contact for assigned clients and coordinate with hard services, helpdesk and site teams.
• Maintain cleaning plans, periodic deep cleaning schedules, staffing plans, consumables controls and standard operating procedures.
• Support procurement with scopes, technical evaluations and subcontractor reviews; identify savings while maintaining required service quality.
• Monitor budgets, deployment, consumable use and variations. Validate invoices against contract scope and actual delivery.
• Lead soft services mobilization and handover, including staffing, equipment, training, materials and readiness inspections.
• Coach supervisors and in-house staff. Ensure safe working, chemical handling, PPE use, waste segregation and compliance with QHSE procedures.

Performance measures

• Contractual KPIs and service levels achieved; client complaints and corrective actions closed within agreed times.
• Planned inspections, periodic tasks and subcontractor reviews completed and documented.
• Budget adherence, validated subcontractor charges and evidenced cost improvements.
• Successful mobilization and audit readiness across assigned sites.

Qualifications and experience

• Degree or diploma in facilities management, hospitality, business or a related field; equivalent experience may be considered.
• At least five years in soft services or facilities management, including multi-site operations and subcontractor oversight.
• Working knowledge of cleaning standards, specialist soft services, QHSE, service contracts, KPIs and client reporting.
• Experience with mobilization, cost control and management of supervisors and frontline teams.
• BICSc or relevant cleaning qualification, and IOSH or equivalent safety training, are advantageous.
• Strong understanding of cleaning equipment selection, capacity, utilization and productivity rates, including how equipment affects staffing, schedules and cost estimates.

Skills

Strong site presence, supplier management and client communication. Able to investigate service failures, follow through on corrective actions, exercise commercial judgment, write clear reports and use Microsoft Office and CAFM systems.

Scope note

The portfolio, reporting line and direct reports are subject to the approved organization structure and awarded contracts. This description summarizes the principal duties of the role.