Soft Services Manager

Job Summary

Salary: £55k plus 5% annual bonus, pension, life cover, 25 days annual leave, free parking on site.

Job Status:
Full Time - one weekend in four expected.

Location:

Wandsworth, South West London.

Vacancy Reference: VR/05448.

Our Client is a leading Facilities Management provider delivering quality end‑to‑end property services, backed by technology, ensuring all sites are high‑performing, safe, efficient, and sustainable.

This high‑impact leadership role is 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, develop your teams, shape strategy and embed a culture of accountability, excellence and continuous improvement.

The Shopping Centre is a key destination within a FTSE 100 portfolio, recently refurbished and central to the South West London community. This role offers the opportunity to influence large‑scale operational delivery while building strong stakeholder relationships and driving forward‑thinking service strategy.

• Leadership & People Management: Provide visible, hands‑on leadership to Security and Cleaning teams, fostering a high‑performance, values‑led culture; coach and develop direct reports, set objectives, conduct performance reviews and support career progression; build a succession pipeline through coaching, mentoring and talent development; ensure workforce planning, recruitment and retention align with business needs and diversity goals; champion One Code and Elevate principles.
• 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; drive a proactive, data‑led approach to performance using systems such as client reporting tools; ensure consistent, compliant service delivery across all areas of the estate, internal and external.
• Stakeholder Engagement: Build strong relationships with clients, contractors and stakeholders across the estate; act as a key representative for soft services, leading audits, inspections and performance reviews; collaborate with cross‑functional teams (QHSE, ESG, H&S, HR) to deliver aligned outcomes.
• Performance & Compliance: Take ownership of KPIs, SLAs and service standards, holding teams accountable for delivery; lead a culture of safety and compliance, ensuring adherence to statutory, ISO and British standards; proactively manage risk, including H&S, fire safety and operational compliance; manage operational budgets, ensuring cost‑effective delivery without compromising quality; identify efficiencies and value‑add opportunities to enhance service delivery and cost 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.

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

We are an equal opportunity employer and welcome applications from all suitable candidates regardless of gender, age, ethnicity, disability, religion or belief, sexual orientation or marital status.