Assistant Manager - Soft Services

Role purpose

Key responsibilities

• Manage cleaning, housekeeping, waste management, pest control, landscaping, façade and window cleaning, hygiene, and other approved soft services.
• Oversee subcontractors against contracts, specifications, schedules, service levels, and client requirements; verify attendance, work completion, and records.
• Conduct site inspections and quality audits, assign corrective actions, and verify timely closure.
• Track KPIs, complaints, incidents, and recurring failures; report monthly trends, root causes, and improvement actions.
• Coordinate assigned clients with hard services, helpdesk, and site teams.
• Maintain cleaning plans, deep-cleaning schedules, staffing plans, consumables controls, and standard operating procedures.
• Support procurement through scopes, technical evaluations, and subcontractor reviews; identify savings without reducing service quality.
• Monitor budgets, deployment, consumable use, and variations; validate subcontractor invoices against contract scope and delivery.
• Lead mobilization and handover, including staffing, equipment, training, materials, and readiness inspections.
• Coach staff and ensure safe working, chemical handling, PPE, waste segregation, and QHSE compliance.

Qualifications and experience

• Degree or diploma in facilities management, hospitality, business, or a related field; equivalent experience may be considered.
• At least five years in soft services or facilities management, including multi-site operations and subcontractor oversight.
• Working knowledge of cleaning standards, specialist soft services, QHSE, service contracts, KPIs, and client reporting.
• Experience with mobilization, cost control, and management of supervisors and frontline teams.
• BICSc or a relevant cleaning qualification and IOSH or equivalent safety training are advantageous.
• Strong understanding of cleaning equipment selection, capacity, utilization, and productivity, and effects on staffing, schedules, and cost estimates.

Skills

• Strong site presence, supplier management, and client communication.
• Able to investigate service failures, follow through on corrective actions, exercise commercial judgment, and write clear reports.
• Able to use Microsoft Office and CAFM systems.

Performance measures and scope