Soft Services Manager
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Key skills for this role
About the Role
Macro seeks a Soft Services Manager to coordinate and performance-manage all soft service providers across a portfolio in Riyadh, ensuring service delivery, compliance, and customer experience.
Key Skills for This Role
Responsibilities
- Manage all appointed soft service providers including cleaning, landscaping, waste management, hospitality, concierge, and specialist contractors
- Monitor supplier performance against agreed KPIs and SLAs
- Conduct operational audits, inspections, and compliance reviews
- Lead supplier performance meetings and service reviews
- Develop and monitor corrective action plans
- Ensure the consistent delivery of all soft services across the portfolio
- Conduct routine site inspections and workplace quality assessments
- Support operational mobilisation and transition activities
- Prepare operational reports, inspection findings, and governance updates
- Act as the primary local point of contact for operational soft services matters
Requirements
- Experience managing soft services within commercial, corporate, mixed use, hospitality, healthcare, or retail environments
- Strong supplier management and vendor governance experience
- Experience conducting audits, inspections, and service quality reviews
- Strong understanding of KPI and SLA management
- Excellent communication and stakeholder management skills
- Experience working within IFM, Managing Agent, or outsourced FM environments preferred
- Familiarity with CAFM systems and operational reporting tools
Full Job Posting
About Us
- Macro is a trusted global facilities management and workplace partner, delivering integrated FM, workplace experience, consultancy, and technology solutions.
- We are driven by a commitment to excellence in everything we do.
About The Role
- An exciting opportunity exists to join Macro's Managing Agent team supporting operations within the Kingdom of Saudi Arabia.
- The Soft Services Manager will be responsible for coordinating and performance managing all soft service providers across the portfolio.
Key Responsibilities Supplier Management & Governance
- Manage all appointed soft service providers including cleaning, landscaping, waste management, hospitality, concierge, and specialist contractors.
- Monitor supplier performance against agreed KPIs and SLAs.
- Conduct operational audits, inspections, and compliance reviews.
- Lead supplier performance meetings and service reviews.
- Develop and monitor corrective action plans.
Key Responsibilities Operational Oversight
- Ensure the consistent delivery of all soft services across the portfolio.
- Conduct routine site inspections and workplace quality assessments.
- Support operational mobilisation and transition activities.
- Ensure compliance with client requirements and operational standards.
Key Responsibilities Reporting & Compliance
- Prepare operational reports, inspection findings, and governance updates.
- Support KPI reporting and performance reviews.
- Maintain audit records, compliance documentation, and operational trackers.
- Support HSE compliance and risk management activities.
Key Responsibilities Stakeholder Engagement
- Act as the primary local point of contact for operational soft services matters.
- Build effective relationships with client representatives, suppliers, and stakeholders.
- Support operational governance meetings and business reviews.
About You
- Experience managing soft services within commercial, corporate, mixed use, hospitality, healthcare, or retail environments.
- Strong supplier management and vendor governance experience.
- Experience conducting audits, inspections, and service quality reviews.
- Strong understanding of KPI and SLA management.
- Excellent communication and stakeholder management skills.
- Experience working within IFM, Managing Agent, or outsourced FM environments preferred.
- Familiarity with CAFM systems and operational reporting tools.
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