Soft Services Manager in London

Location: Wandsworth, South West London

Salary: £55k plus 5% annual bonus, pension, life cover, 25 days annual leave, free parking on site

Job Status: Full Time - one weekend in four expected

Role Description: Our Client is a leading Facilities Management provider who deliver quality end-to-end property services, backed by technology and expertise, to ensure all sites are high-performing places running safely, efficiently and sustainably.

About the Role: This is a high-impact leadership role responsible for driving a high-performing, engaged and customer-focused Security and Cleaning function within a key retail destination. You will lead from the front, developing your teams, shaping strategy and embedding a culture of accountability, excellence and continuous improvement. This Shopping Centre is a key destination within a FTSE 100 portfolio, recently refurbished and central to the South West London community. This role offers the opportunity to influence large-scale operational delivery while building strong stakeholder relationships and driving forward-thinking service strategies.

Key Responsibilities:

• Leadership & People Management: Provide visible, hands-on leadership to Security and Cleaning teams, fostering a high-performance, values-led culture. Lead, coach and develop direct reports, setting clear objectives, conducting performance reviews and supporting career progression. Build a strong succession pipeline through coaching, mentoring and talent development. Ensure effective workforce planning, recruitment and retention aligned to business needs and diversity goals. Champion One Code and Elevate principles, embedding them into everyday behaviours.
• Operational Leadership & Strategy: Own and deliver best-in-class soft services through clear standards, governance and continuous improvement. Translate strategic objectives into operational delivery plans, aligning teams to wider business goals. Drive a proactive, data-led approach to performance using systems such as client reporting tools. Ensure consistent, compliant service delivery across all areas of the estate, both internal and external.
• Stakeholder Engagement: Build strong, credible relationships with clients, contractors and stakeholders across the estate. Act as a key representative for soft services, confidently leading audits, inspections and performance reviews. Collaborate with cross-functional teams (QHSE, ESG, H&S, HR) to deliver aligned outcomes.
• Performance & Compliance: Take full ownership of KPIs, SLAs and service standards, holding teams accountable for delivery. Lead a culture of safety and compliance, ensuring adherence to all statutory, ISO and British Standards. Proactively manage risk, including H&S, fire safety and operational compliance.
• Financial & Commercial Accountability: Manage operational budgets (service charge and non-recoverable), ensuring cost-effective delivery without compromising quality. Identify efficiencies and value-add opportunities to enhance service delivery and asset value.
• Customer Experience & Innovation: Champion a best-in-class guest experience through engaged, service-driven teams. Drive innovation in service delivery, sustainability and technology adoption. Continuously review and improve processes to enhance efficiency and experience.

Ideal Candidate:

• Proven leadership experience in soft services, with Security and Cleaning experience desirable.
• A strong people leader with a track record of building high-performing, engaged teams.
• Commercially astute with experience managing budgets and driving performance outcomes.
• Confident communicator with strong stakeholder management skills.
• Data-driven mindset with experience using operational systems and performance metrics.
• Strong organisational skills with the ability to prioritise and lead in a fast-paced environment.
• IOSH qualification desirable.