Soft Services Manager - Large Scale Operations (Malls, Airports, EXPO)

Role Overview:

The Soft Services Manager will lead the strategic planning, execution, and continuous improvement of soft services operations, serving as the primary point of contact and trusted partner for clients. This senior role requires strong decision-making skills, solution-oriented thinking, and exceptional leadership to deliver high-quality services across large-scale, high-profile projects such as malls, airports, and major commercial developments. The Soft Services Manager will represent iFM in all client interactions, ensuring exceptional service delivery while driving operational and financial performance..

Key Responsibilities:

• Act as the senior representative and “face of the client” for all soft services matters.
• Build and maintain strong client relationships, proactively identifying needs and providing effective solutions.
• Participate in strategic planning, contract negotiations, and service enhancement initiatives.
• Lead client presentations, performance reviews, and formal reporting.
• Oversee large-scale soft services operations, ensuring KPIs, SLAs, and contractual requirements are consistently met.
• Lead project mobilization and demobilization strategies, including workforce planning, procurement, and operational readiness.
• Manage and motivate large, diverse teams (500+ staff) across multiple high-footfall facilities.
• Implement operational best practices, innovation, and sustainability measures.
• Monitor and analyze operational performance data, implementing improvements where necessary.
• Ensure full compliance with QHSE regulations, Municipality Codes, COSHH, HACCP, and ISO standards.
• Drive quality assurance programs, including regular audits, inspections, and feedback reviews.
• Prepare and manage budgets, P&L statements, and cost-control strategies.
• Identify opportunities for cost savings, efficiency improvements, and value-added services.
• Manage supplier relationships and procurement processes for consumables and equipment.
• Lead talent development initiatives, including training programs and succession planning.
• Foster a positive work culture, high morale, and strong team engagement.
• Conduct performance reviews and implement career progression plans for supervisory staff.

Qualifications & Experience:

• Bachelor’s Degree / Diploma in Facilities Management, Hospitality, Business or a related field.
• Professional certifications such as BICSc, COSHH, HACCP, or ISO are highly desirable.
• 10–12 years of progressive experience in Facilities Management soft services with at least 5 years in a senior managerial capacity.
• Proven track record in managing high-profile, large-scale projects such as Malls, Airports or High Footfall Commercial spaces.
• Demonstrated leadership in managing large multi-site workforces (500+ staff).
• Strong decision-making, problem-solving and strategic planning abilities.
• Excellent client relationship management and negotiation skills.
• In-depth knowledge of cleaning standards, modern equipment, chemicals and eco-friendly practices..

If interested, please send your updated profile to: careers@ifmuae.net

Subject Line: Soft Services Manager

Job Type: Full-time

Pay: AED20,000.00 - AED25,000.00 per month

Application Question(s):

• Salary expectations (AED)
• Notice period (months)
• Current salary (AED)
• Name the commercial FM projects (Mall / Airport) managed by you

Experience:

• Large scale projects (500+ workforce projects): 10 years (Required)
• Manager - Soft Service or Senior: 10 years (Required)

Language:

• Ready to relocate to Abu Dhabi (Required)