Facility Manager - Soft Services

Job Description: Facility Manager - Soft Services

Position Overview

The Facility Manager - Soft Services is responsible for overseeing and managing all non-technical building services to ensure a clean, safe, and well-maintained environment that supports business operations. This role focuses on delivering high-quality soft services including cleaning, catering, security, waste management, landscaping, pest control, and reception services while maintaining cost efficiency and customer satisfaction.

Key Responsibilities

Service Delivery Management

Oversee day-to-day delivery of all soft services operations including cleaning, janitorial services, waste management, pest control, landscaping, catering, mailroom, and reception services. Ensure all services meet established quality standards and key performance indicators. Conduct regular inspections and audits to verify service quality and compliance with agreed specifications.

Vendor and Contract Management

Manage relationships with multiple soft services vendors and contractors. Monitor vendor performance against service level agreements and contractual obligations. Coordinate contract renewals, negotiations, and procurement processes. Ensure vendors comply with health, safety, and environmental regulations.

Budget and Cost Control

Develop and manage soft services budgets, tracking expenditures against approved allocations. Identify cost-saving opportunities without compromising service quality. Review and approve invoices, purchase orders, and expense reports. Provide regular financial reporting on soft services costs and variances.

Health, Safety, and Compliance

Ensure all soft services operations comply with relevant health and safety legislation, building codes, and company policies. Maintain required documentation including risk assessments, method statements, and safety records. Coordinate safety training for soft services staff and contractors. Respond to and investigate incidents, implementing corrective actions as needed.

Customer Service and Stakeholder Management

Act as primary point of contact for soft services inquiries and concerns. Build strong relationships with building occupants, clients, and internal stakeholders. Conduct regular customer satisfaction surveys and implement improvements based on feedback. Communicate service schedules, disruptions, and updates effectively to all stakeholders.

Team Leadership

Supervise soft services staff including cleaners, security personnel, receptionists, and support teams. Conduct performance reviews, provide coaching, and identify training needs. Foster a culture of service excellence and continuous improvement. Schedule resources effectively to ensure adequate coverage across all shifts and services.

Sustainability and Environmental Management

Implement and promote sustainable practices in waste management, recycling, and resource consumption. Monitor environmental performance metrics and drive improvement initiatives. Ensure compliance with environmental regulations and corporate sustainability goals. Explore innovative solutions to reduce environmental impact of soft services operations.

Quality Assurance and Continuous Improvement

Develop and maintain standard operating procedures for all soft services functions. Implement quality control measures and regular auditing processes. Identify opportunities for service enhancement and operational efficiency. Stay current with industry best practices and emerging technologies in facilities management.

Qualifications and Experience

Required:

• Bachelor's degree in Facilities Management, Business Administration, or related field, or equivalent practical experience
• Minimum 10 years of experience in facilities management with focus on soft services
• Proven track record of managing multiple service contracts and vendors
• Strong understanding of health and safety regulations and compliance requirements
• Experience with budget management and financial reporting
• Excellent communication and interpersonal skills
• Proficiency in facilities management software systems and Microsoft Office Suite

Key Competencies

• Strong leadership and people management skills
• Excellent problem-solving and decision-making abilities
• Customer service orientation with ability to manage expectations
• Attention to detail and quality focus
• Ability to prioritize multiple tasks and work under pressure
• Strong negotiation and vendor management skills
• Proactive approach to identifying and resolving issues
• Effective communication across all organizational levels
• Analytical thinking and data-driven decision making
• Adaptability and flexibility in dynamic environments