Soft Services Manager

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ROLE

Soft Services Manager

HOURS: 40 hours per week

LOCATION: The Shard, London

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for a Soft Services Manager who reports directly to the Senior Operation Manager and oversees the delivery of contract soft services. These services include access control, helpdesk, Soft services, etc.

Role And Responsibilities

• Ensure all soft services are delivered in line with agreed processes, carrying out regular audits and updates with support from the QHSE Manager.
• Manage all directly employed personnel, ensuring HR and learning and development practices are followed.
• Monitor the CAFM system to confirm compliance with KPIs and ensure effective workforce deployment to avoid performance penalties.
• Coordinate with principal subcontractors, holding regular meetings and maintaining accurate records.
• Oversee performance measurement systems and continuously develop soft service delivery processes.
• Maintain financial control over subcontracts and administrative services, reporting regularly to the Commercial Manager.
• Conduct quality site checks and leadership tours to monitor health, safety, wellbeing, work progression, and service delivery standards.
• Manage customer relations proactively, resolving issues appropriately and maintaining positive communication with the authority.
• Gather and consolidate accurate information for the four‑weekly client report to support fee invoicing.
• Ensure compliance with health and safety policies, statutory legislation, and external regulatory requirements, promoting a safe environment for all.
• Maintain awareness of the business continuity plan and undertake additional tasks as reasonably required by the Account Manager.

Required Qualifications

• Ability to lead & manage multiple soft service teams
• Excellent organisational skills and ability to multitask
• Strong oral and written communication skills with a high standard of literacy
• Confident Microsoft Office user with strong IT literacy (Excel, Outlook, etc.)
• Ability to use multiple IT systems – Maximo
• Professional, quality‑focused, and proactive approach
• Able to take initiative and work independently
• Able to maintain a high degree of confidentiality when handling sensitive personal and business data

What’s in it for you?

• Join a trusted UK‑wide provider of building services
• Be part of a team known for quality, sustainability, and client satisfaction
• Work in a growing team with opportunities for development

Benefits and Lifestyle

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well‑known retailers, gyms and more through our MiDeals platform. And we have a cycle‑to‑work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Inclusive Recruitment

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Zeeshan Siddiqui at Zeeshan.Siddiqui@hays.com.

About Us

Since 1987, Mitie’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team

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