Soft Services Manager

About the Job: Soft Services Manager

Company Overview

This organisation specialises in the development leasing and management of commercial and industrial real estate.

Joining the team presents an opportunity to work in a dynamic industry-leading property environment in South Africa where ethics customer service and teamwork form the foundation of success.

Position Overview

The Soft Services Manager is responsible for managing service contracts ensuring performance standards are met and overseeing operational delivery across all soft services. This role focuses on the efficient and effective provision of services while maintaining high standards of quality and compliance.

The position also drives service performance against contractual obligations and supports supplier relationship management. Close collaboration with internal teams including Facilities Management is required to ensure alignment with operational and contractual objectives.

Requirements

Contract and Service Performance

• Ensure service providers meet performance standards as defined in SLAs.
  

• Monitor contract compliance and adherence to service-level obligations.
  

• Manage contract renewals modifications and amendments.
  

• Optimise service delivery through continuous improvement initiatives and compliance monitoring.
  

• Collaborate with specialised internal teams including Energy & Utilities and Procurement to coordinate service interactions and support Facilities Management.
  

• Implement strategies to strengthen vendor relationships and drive ongoing performance improvement.
  

Operational Oversight

• Oversee daily operations of applicable services.
  

• Ensure services are delivered efficiently and effectively.
  

• Implement and monitor service improvement plans.
  

• Maintain compliance with health and safety regulations and relevant industry standards.
  

• Retain operational oversight of key soft service systems while coordinating with specialised in-house teams.
  

• Track KPIs to measure service performance and identify improvement opportunities.
  

Collaboration and Communication

• Serve as the primary liaison between Facilities Management and internal departments (e.g. Energy & Utilities and Procurement) to ensure coordinated service delivery.
  

• Work closely with Procurement on contract management supplier engagement and purchasing compliance.
  

• Partner with field services to ensure timely and effective resolution of service issues.
  

• Conduct regular performance reviews with stakeholders and service providers to maintain alignment with business objectives.
  

• Support conflict resolution with service providers and escalate issues where required.
  

Soft Services Scope

• Cleaning and janitorial services
  

• Hygiene services
  

• Pest control
  

• Landscaping and grounds maintenance
  

• Reception and front desk services
  

• Waste management (in collaboration with specialised in-house teams)

Requirements

Qualifications

• Proven experience in contract management and service delivery oversight.
  

• Strong organisational and multitasking capability.
  

• Excellent communication negotiation and analytical skills.
  

• Demonstrated experience managing cross-functional teams.
  

• Technical background with experience overseeing service providers and field services.
  

• Experience collaborating with Procurement on contract alignment and supplier management.
  

• Ability to work independently and within a team environment.
  

Skills

• Proficiency in facilities management software.
  

• Strong analytical and problem-solving capability.
  

• Knowledge of health and safety regulations.
  

• Experience in budget management and cost control.
  

• Customer-focused approach with a commitment to service excellence.