Soft Services Manager

Location: Westgate Oxford

Contract: Full-time (40 hours, including weekends and flexibility as required)

Salary: Up to £55,000

Reporting to: Area Manager

About the Role

This is a high-impact leadership role responsible for driving a high-performing, engaged and customer-focused Security and Cleaning function within a key retail destination. You will lead from the front, developing your teams, shaping strategy and embedding a culture of accountability, excellence and continuous improvement.

Southside is a key destination within the Landsec (FTSE 100) portfolio, recently refurbished and central to the Wandsworth community. This role offers the opportunity to influence large-scale operational delivery while building strong stakeholder relationships and driving forward-thinking service strategies.

Key Responsibilities

Leadership & People Management

Provide visible, hands-on leadership to Security and Cleaning teams, fostering a high-performance, values-led culture.

Lead, coach and develop direct reports, setting clear objectives, conducting performance reviews and supporting career progression.

Build a strong succession pipeline through coaching, mentoring and talent development.

Ensure effective workforce planning, recruitment and retention aligned to business needs and diversity goals.

Champion Mitie One Code and Elevate principles, embedding them into everyday behaviours.

Operational Leadership & Strategy

Own and deliver best-in-class soft services through clear standards, governance and continuous improvement.

Translate strategic objectives into operational delivery plans, aligning teams to wider business goals.

Drive a proactive, data-led approach to performance using systems such as Merlin, Workplace+ and client reporting tools.

Ensure consistent, compliant service delivery across all areas of the estate, both internal and external.

Stakeholder Engagement

Build strong, credible relationships with clients, contractors and stakeholders across the estate.

Act as a key representative for soft services, confidently leading audits, inspections and performance reviews.

Collaborate with cross-functional teams (QHSE, ESG, H&S, HR) to deliver aligned outcomes.

Performance & Compliance

Take full ownership of KPIs, SLAs and service standards, holding teams accountable for delivery.

Lead a culture of safety and compliance, ensuring adherence to all statutory, ISO and British Standards.

Proactively manage risk, including H&S, fire safety and operational compliance.

Financial & Commercial Accountability

Manage operational budgets (service charge and non-recoverable), ensuring cost-effective delivery without compromising quality.

Identify efficiencies and value-add opportunities to enhance service delivery and asset value.

Customer Experience & Innovation

Champion a best-in-class guest experience through engaged, service-driven teams.

Drive innovation in service delivery, sustainability and technology adoption.

Continuously review and improve processes to enhance efficiency and experience.

What We're Looking For

Proven leadership experience in soft services, with Security and Cleaning experience desirable.

A strong people leader with a track record of building high-performing, engaged teams.

Commercially astute with experience managing budgets and driving performance outcomes.

Confident communicator with strong stakeholder management skills.

Data-driven mindset with experience using operational systems and performance metrics.

Strong organisational skills with the ability to prioritise and lead in a fast-paced environment.

IOSH qualification desirable.