Soft Services Lead at CBRE Excellerate

About The Role

• As the Soft Services Manager you will oversee the strategic planning, management, and delivery of a range of essential soft services especialially catering, ensuring the facility is secure, clean, and fully equipped throughout the contract period. This role requires maintaining high service standards to meet agreed Service Levels, ensuring sustainability, quality, and scope to support the client's core business operations without disruption. You will be responsible for ensuring statutory compliance and the continuous operational readiness of the site, with penalties for failure to meet service requirements.

What You Will Bring

At least 3 – 5 years’ practical experience in Facilities or Property Management, particularly Soft Services, including:

• Cafeteria and catering services
• Plan monthly meal menu in collaboration with the client
• Maintain proper documentation of all food safety procedures
• Evaluate the quality of food products brought into the premises before they are served to staff
• Conduct periodic food safety audits
• Respond promptly to any food quality complaints from staff
• Pest control services
• Waste and recycling management services
• Janitorial and hygiene services
• A technical qualification will be an advantage
• Good understanding and experience of Food Safety, Health, Environment & Quality (SHEQ) standards.
• financial and business acumen.
• Working knowledge of equipment, materials, and supplies used in Soft Services Management.
• Understanding of KPIs, SLAs, and management contracts.
• Experience in managing and leading teams.
• Proficient in MS Office packages.
• Excellent communication and relationship management skills.
• Customer service-focused with a team and project-oriented mindset.
• Strong strategic planning, problem-solving, and analytical skills.
• Advanced report writing skills.

What You Will Be Doing

You will be responsible for the following:

Sub-Contractor Management:

• Regularly meet with contractors to ensure compliance with SLAs.
• Ensure competitive pricing for services and maintain a Service Provider matrix.
• Manage contractor scorecards and maintain contract files for audits.
• Work with the Procurement department to ensure proper documentation and filing.
• Oversee internal and external SLAs to ensure service delivery meets requirements.
• Manage relationships with building owners and contractors.

Planning and Project Management

• Assist in managing maintenance plans and capital projects.
• Control and approve overtime requests and ensure adequate resources for SLAs.
• Monitor departmental productivity to avoid penalties from non-compliance.
• Support the client and management with project-related tasks.

Commercial Management:

• Control and manage the contract budget.
• Identify opportunities for new business, cost reduction, and increased efficiency.
• Manage site budgets, produce monthly financial reports, and track invoice payments.
• Authorize relevant expenses within the authority limits.

Customer Satisfaction:

• Build and maintain strong client relationships.
• Manage partner interactions to ensure high service standards.
• Develop and implement best practices for client services, maintaining KPI levels.
• Ensure the department meets SLAs and provides high-level service to clients.
• Conduct technical audits and oversee staff grooming and professional presentation.
• Regularly inspect the work environment and ensure resources are available and functional.

Reporting:

• Prepare and submit technical and management reports within deadlines.
• Monitor help desk statistics and audit adherence to SLAs.
• Handle ad hoc reports and incident reports timely.
• Assist in maintaining ISO certifications (9001, 14001, 18001) and prepare for audits.

Ad Hoc Responsibilities:

• Be available for emergency after-hours calls and attend to concerns as needed.