Soft Services Manager

Job Purpose

Operational Delivery

• Conduct daily documented floor walks and maintain a visible on-site presence across all site areas.
• Achieve a minimum 90% QA or inspection audit score through weekly inspections and monthly reporting.
• Resolve litter, spillage, cleanliness, and client complaints within agreed timeframes.
• Track mobilization against contracted headcount and report subcontractor AMC renewals and coverage gaps.

Client and Contract Management

• Lead fixed weekly client-facing operational reviews and close client-raised issues within agreed timeframes.
• Manage KPI, SLA, SOW, RFP, contract performance, cost control, P&L reporting, and operational action plans.
• Prepare accurate weekly, monthly, and requested contract performance reports.

People and Training

• Build and manage efficient frontline teams through task allocation, multiskilling, flexible scheduling, and performance management.
• Coordinate recruitment, staff welfare, disciplinary matters, appraisals, and employee development with Human Capital.
• Develop ongoing training through BICSc programs, toolbox talks, and on-the-job training.

Soft Services Scope

• Oversee cleaning, waste management, hospitality, janitorial, housekeeping, façade, hospital, concierge, pest control, beach, and specialized cleaning services.
• Maintain knowledge of cleaning machines, equipment, chemicals, suppliers, janitorial materials, cleaning techniques, and environmental effects.
• Coordinate cleaning programs with clients, team leaders, supervisors, and Make Ready teams.

Documentation and Compliance

• Create and update SOPs, method statements, scopes of work, schedules, rotas, and operational site documents.
• Ensure compliance with HSE policies, UAE legislation, Municipality Code of Conduct, ISO standards, COSHH, HACCP, and environmental requirements.
• Support waste reduction, environmental protection, and safe operational practices.

Education and Certifications

• A diploma or bachelor's degree in Facility Management or a relevant specialization is preferred.
• An MBA and FM-related professional certification, such as BICSc, are preferred.
• Knowledge of BICSc, COSHH, ISO, HACCP, ESTIDAMA, APPA, and LEED is required by the source.

Experience and Competencies

• The source requests 8–12 years of relevant facilities management experience in soft-services operations.
• Experience leading large frontline workforces of 50 or more staff and managing subcontractors or AMC vendors is required.
• Strong leadership, people management, project management, communication, reporting, relationship management, and cost-control capabilities are required.
• CMMS experience and prior mall or retail experience are preferred.

Health and Safety

• Employees must follow Khidmah HSE policies, procedures, practices, and relevant legal and statutory health, safety, and environmental obligations.
• Employees are personally responsible for staying current with HSE policy and practice updates.