Soft FM Manager

Overview

We are recruiting an experienced and people-focused Soft FM Manager to lead Domestic, Porterage and Security services across a high-profile Healthcare PFI contract. This is a pivotal operational leadership role, driving service excellence, compliance and a positive customer experience across a large, complex site.

Working closely with the Head of Soft FM, you will inspire multidisciplinary teams, ensure high-performing service delivery and create safe, welcoming environments for patients, staff and visitors.

Key Responsibilities

Operational Leadership

Develop and continually enhance the cleaning and soft FM services to meet contractual SLAs and client expectations.

Lead, motivate and coordinate a diverse, multi-shift team to maximise efficiency, safety and service quality.

Plan resources and manage delivery requirements, including contingencies, to ensure uninterrupted operational performance.

Oversee manual and mechanical cleaning processes, ensuring compliance with required methods and best practice standards.

Performance, Compliance & Improvement

Monitor and review service activities, KPIs and performance trends, providing regular reports to demonstrate compliance and drive continuous improvement.

Analyse operational data including budgets, workforce hours and forecasts to support informed decision-making.

Ensure all team members follow safe systems of work, reporting incidents and near misses promptly and promoting a strong site-wide H&S culture.

Maintain up-to-date knowledge of relevant legislation and industry developments, identifying opportunities for innovation and improved service delivery.

People Management

Recruit, train and develop staff to build capability and ensure consistent standards across all teams.

Oversee HR processes including training attendance, absence management, retention, timekeeping and performance.

Manage schedules, timesheets, wage processes and workforce systems (e.g., Kronos).

Foster a positive, inclusive and respectful working culture across all teams and shifts.

Client & Stakeholder Engagement

Build and maintain strong relationships with clients, customers and contractors, acting as the primary point of escalation for operational matters.

Work collaboratively with internal departments and the wider management team to support effective service delivery and contract success.

Key Behaviours

Agile and solutions-focused

Reliable and accountable

Innovative and improvement-driven

Caring and people-centred

Safety-first mindset

Strong teamwork ethos

Professional integrity

Supportive of others and adaptable to change

Committed to excellent customer service

Skills, Experience & Qualifications

Essential

IOSH Managing Safely (or equivalent).

Strong people-management experience with the ability to lead large, diverse teams.

Excellent understanding of Soft FM operations, contractual requirements and service delivery principles.

Skilled in allocating, monitoring and reviewing workloads against contract needs.

Good working knowledge of MS Office or Google Suite, plus familiarity with corporate systems.

Reliable, detail-focused and able to work flexibly with enthusiasm.

Strong verbal and written communication skills.

Experience within a healthcare environment or similar regulated sector.

Understanding of COSHH.

Desirable

Project or change-management experience.

At least 3 years’ team-leadership experience.

Previous experience in cleaning operations (training available).