Soft Services Manager

Overview

1. Operational Readiness & Mobilisation

• Own and deliver the soft services readiness plan, covering people, processes, systems, and service partners, aligned with handover, occupancy, and operational milestones.
• Ensure all soft services are fully mobilised and operationally ready for day one occupancy and phased handovers.
• Coordinate mobilisation activities across multiple service streams to support scalable future phases.

2. Operating Model & Service Integration

• Establish and embed the soft services operating model across residential, communal, and amenity spaces.
• Ensure effective integration between soft services, hard FM, property management, community operations, and support functions.
• Define service interfaces, escalation paths, and coordination mechanisms to support efficient daily operations.

3. Handover, Acceptance & Commissioning

• Support handover activities to ensure facilities are operationally usable, safe, and resident ready, not just technically complete.
• Contribute to acceptance criteria relevant to soft services, hygiene, safety, and resident experience.
• Support defect identification, tracking, and resolution related to resident facing areas and amenities.

4. Service Provider Oversight & Performance Management

• Act as the primary point of contact for soft services delivery and performance governance.
• Monitor service delivery against agreed KPIs, service levels, and quality standards.
• Review performance reports, inspections, audits, and corrective action plans.
• Escalate service risks, non performance, or compliance issues through defined governance channels.

5. Resident Experience & Community Operations

• Own and maintain resident experience standards, including house rules, service expectations, escalation processes, and communication protocols.
• Oversee community, lifestyle, and engagement initiatives that promote wellbeing, inclusion, and resident satisfaction.
• Ensure services are culturally appropriate, accessible, and responsive to resident needs.

6. Systems, Reporting & Data Driven Management

• Ensure effective use of operational systems supporting soft services delivery, reporting, and performance monitoring.
• Review dashboards, analytics, and resident feedback to identify trends, risks, and improvement opportunities.
• Support data driven decision making and transparency across soft services operations.

7. Launch & Early Life Stabilisation

• Lead soft services readiness for launch, ensuring a resident first and operationally stable go live.
• Manage early life operational issues, service tuning, and coordination with service partners.
• Capture lessons learned and embed improvements for future phases and mobilisations.

8. Steady State Operations & Continuous Improvement

• Support the Facilities Management Senior Manager in maintaining stable, high performing steady state operations.
• Identify and implement cost efficiency and value optimisation initiatives across soft services.
• Drive continuous improvement through performance reviews, audits, innovation, and resident feedback.
• Ensure services remain scalable, sustainable, and adaptable as the accommodation portfolio grows.
• 9.
• Soft FM Services Oversight (Landscaping, Security, Waste Management, Pest Control ...etc.)
• Provide client side oversight and coordination for all soft FM services, including landscaping, security, waste management, pest control, and hygiene related services.
• Ensure landscaping services maintain a safe, functional, and visually acceptable environment, supporting resident wellbeing, accessibility, and asset presentation.
• Oversee security service delivery in coordination with FM leadership to ensure a safe, secure, and resident appropriate environment, including access control, patrols, incident reporting, and alignment with site rules and community standards.
• Monitor waste management services to ensure effective segregation, collection, storage, and removal, supporting hygiene, sustainability objectives, and regulatory compliance.
• Ensure pest control services are delivered proactively and reactively to maintain a healthy, pest free living environment, with effective coordination across cleaning, waste, and landscaping activities.
• Review service performance, inspections, audits, and incident trends across these soft FM services, ensuring timely corrective and preventive actions.
• Coordinate interfaces between landscaping, security, cleaning, waste, and community operations to avoid service gaps or duplication.
• Support the Facilities Management Senior Manager in identifying operational risks, service inefficiencies, and improvement opportunities related to soft FM services.