Soft Services Manager

Duties & Responsibilities

• Manage end-to-end delivery of all soft services within the contracted scope.
• Ensure SLAs and KPIs are met or exceeded through proactive planning and action.
• Manage soft services budgets, forecasting, and financial reporting.
• Drive continuous improvement, innovation, and cost efficiencies.
• Supervise daily operations and lead site events and special requirements.
• Ensure full compliance with Health & Safety, statutory, client, and TFS policies.
• Manage suppliers and subcontractors in line with agreed standards.
• Lead, coach, and develop teams, ensuring compliance with HR policies and procedures.
• Build and maintain strong client relationships and manage expectations.

Skills and Competencies

Skills & Competencies

• Strong people and leadership skills
• Financial and commercial acumen
• Excellent communication and negotiation skills
• Customer-centric and service-driven mindset
• Ability to analyse data, manage performance, and produce reports
• Strong planning, organisational, and problem-solving skills

Behavioural Attributes

• Resilient, self-motivated, and professional
• High emotional intelligence and integrity
• Results-driven with strong attention to detail
• Able to engage effectively at all levels

Qualifications

• Matric
• Diploma or Degree in Hospitality, Facilities Management, or equivalent
• Computer literacy (MS Word, Excel, Outlook)
• Minimum 5 years’ experience in a similar environment
• Proven experience in budget, people, project, and supplier management