Soft Service Manager / Specialist

ey Responsibilities

Operational Management

• Oversee day-to-day soft services operations including housekeeping, pest control, landscaping, waste management, laundry, security, and concierge services.
• Develop and implement standard operating procedures (SOPs) and service level agreements (SLAs).
• Ensure all services are delivered in accordance with company and client policies, health and safety standards, and contractual KPIs.
• Conduct periodic site inspections, audits, and performance reviews.
• Monitor vendor performance and recommend service improvements or corrective actions.

Consultancy & Advisory

• Provide expert consultancy to clients on soft services planning, procurement strategies, and cost optimization.
• Conduct gap analysis and develop improvement plans for clients’ existing soft service operations.
• Support clients in tendering processes, including scope definition, technical evaluation, and vendor selection.
• Develop benchmarking reports, FM audits, and compliance assessments for clients.
• Advise clients on sustainability initiatives (waste reduction, green cleaning, recycling programs, etc.).
• Track and report financial performance against KPIs and SLAs.

People & Stakeholder Management

• Lead and develop on-site soft service teams and service providers.
• Liaise with clients, tenants, and internal departments to ensure smooth coordination.
• Conduct training and development programs for service staff to maintain high service quality.