Soft Services Manager at CBRE Excellerate

• The Soft Services Manager, based in Lagos Nigeria is responsible for overseeing the team that delivers all aspects of cleaning, grounds maintenance, vending services, catering and client liaison within the data centre. As well as planning hand service PPM visits, ensuring compliance with the Master Service Agreement (MSA). The role requires a hands-on approach to managing service providers, maintaining high standards, and ensuring a seamless experience for clients and stakeholders.

Key Responsibilities

Soft Services Management

• Oversee cleaning, landscaping, waste management, and vending services to maintain a high standard of hygiene and operational efficiency.
• Conduct regular inspections to ensure compliance with MSA and service level agreements (SLAs).
• Ensure proper waste disposal and recycling procedures are followed according to environmental standards

Vendor & Contractor Management

• Manage third-party service providers, ensuring contractual obligations and performance standards are met.
• Conduct regular audits and monitor KPIs for all soft service contracts.
• Handle escalations and resolve service-related issues promptly.

Client Liaison & Stakeholder Engagement

• Act as the primary point of contact for clients regarding soft service-related queries, feedback, and concerns.
• Ensure client expectations are met and exceeded by maintaining proactive communication.
• Support client site visits and audits to ensure satisfaction and compliance.

Health, Safety & Compliance

• Ensure all soft service activities comply with health and safety regulations and data centre security protocols.
• Conduct risk assessments for cleaning chemicals, equipment, and vendor operations.
• Maintain incident and compliance reports, addressing any issues promptly

Continuous Improvement & Reporting

• Identify opportunities for process improvement and cost optimization in soft services.
• Maintain accurate records of service activities, contractor performance, and compliance audits.
• Provide monthly reports to management on soft service operations, performance, and improvements.

Required Skills & Qualifications

• Planning of Hard service PPM and Reactive works.
• Ensure all planned work according to client schedule is submitted in time.
• Ensure RAMS are reviewed ad correct before submission to ensure we meet the client deadlines.

Essential

• Proven track record of managing soft services (cleaning, grounds maintenance, vending) within a data centre, corporate, or critical environment.
• Minimum 5 years’ experience in a similar role within facility management, property services, or data centre operations.
• Strong understanding of MSA, SLAs, and KPI management for service contracts.
• Experience in client engagement and stakeholder management.
• Knowledge of health, safety, and environmental compliance within a high-security environment.

Preferred

• Qualifications in Facilities Management, Soft Services, or related fields.
• Experience working within a mission-critical environment.
• Cleanng, and chemical and machine handling certifications
• Soft service platform experience

Key Competencies

• Strong leadership and vendor management skills
• Excellent problem-solving and decision-making abilities
• Ability to manage multiple service providers and contracts
• Strong communication and client relationship skills
• Proactive, detail-oriented, and results-driven