Operation Manager - Soft Services
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Key skills for this role
Role Overview
Manage the delivery and performance of soft services operations across multiple contracts and sites.
Provide operational leadership, client management, commercial oversight, and consistent service standards.
Maintain compliance with contractual requirements, BICSc standards, HSE requirements, and company policies.
Key Skills for This Role
Full Job Posting
Job Purpose
Manage the delivery and performance of soft services operations across multiple contracts and sites.
Provide operational leadership, client management, commercial oversight, and consistent service standards.
Maintain compliance with contractual requirements, BICSc standards, HSE requirements, and company policies.
Operations Management
- Oversee daily soft services operations across multiple sites and contracts.
- Ensure delivery against KPIs, SLAs, method statements, and agreed service standards.
- Maintain procedures, staffing, equipment, materials, and consumables required for operations.
- Conduct site inspections and audits, and implement corrective and preventive actions.
Soft Services and Quality
- Manage cleaning, housekeeping, waste, landscaping, pest control, hygiene, specialized cleaning, façade cleaning, hospitality support, concierge, and helpdesk interfaces.
- Develop cleaning standards, procedures, schedules, and work instructions aligned with BICSc standards.
- Conduct quality inspections and audits, train teams, monitor productivity, and drive continuous improvement.
Clients, People, and Compliance
- Manage government and institutional projects and maintain compliance with client requirements, KPIs, SLAs, HSE standards, and reporting procedures.
- Act as the senior operational client contact, manage complaints, and improve customer satisfaction.
- Lead and develop supervisors, team leaders, and large multicultural frontline teams.
- Implement risk assessments, method statements, incident investigations, HSE training, and environmental compliance.
Financial and Performance Management
- Monitor budgets, contract profitability, manpower deployment, productivity, materials, equipment, and consumables.
- Work with commercial and finance teams on budgets, variations, cost control, and productivity improvements.
- Establish KPIs, prepare operational reports, analyze trends, and develop improvement plans.
- Monitor client satisfaction, complaints, audits, absenteeism, productivity, service quality, HSE, retention, and training.
Essential Requirements
- University degree in Business Administration, Facilities Management, Hospitality Management, Engineering, or a related discipline.
- At least 10 years of relevant soft services operations experience and 10 years of GCC experience.
- Experience managing large-scale soft services contracts and government or public-sector projects.
- Strong BICSc knowledge, professional cleaning experience, and large multicultural team management experience.
- Client and stakeholder management experience, with knowledge of KPIs, SLAs, audits, quality, reporting, and HSE.
- Excellent written and verbal English communication skills, plus strong leadership, planning, problem-solving, and decision-making abilities.
Preferred Qualifications
- BICSc certification or recognized BICSc training.
- IWFM or equivalent facilities management qualification.
- NEBOSH, IOSH, or equivalent HSE qualification.
- Experience with ISO management systems or major institutional facilities.
Performance Areas
Performance areas include KPI and SLA achievement, client satisfaction, service quality, BICSc compliance, complaint resolution, productivity, HSE, profitability, retention, training, efficiency, and continuous improvement.
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