Senior Manager - Soft Services

Description

To provide strategic leadership and end-to-end operational oversight of soft services across retail and facilities management portfolios, ensuring consistently high standards of service delivery, customer experience, and compliance.

The role drives service excellence, operational efficiency, and cost optimization while leading high-performing teams, strengthening governance, and aligning soft services operations with organizational objectives, brand standards, and industry best practices.

• Define and implement service strategies, operating models, policies, and performance frameworks aligned with organizational goals, retail brand requirements, and industry best practices.
• In addition to all job specific responsibilities, all employees are required to adhere to all Khidmah health, safety and environmental (HSE) policies, procedures, practices, and relevant legal and statutory health, safety and environmental requirements and obligations. All employees are personally responsible to familiarize themselves with these policies, procedures, practices, updates, etc. Khidmah HSE department regularly updates existing and introduce new policies, procedures and practices and each employee is personally responsible to ensure they stay updated and compliant with all such updates and new additions.
• Ensure effective governance, risk management, and service integration across all soft services functions.
• Monitor, evaluate, and improve service performance through audits, inspections, customer feedback, and KPI management to ensure full compliance with SLAs.
• Oversee vendor and contract performance, ensuring value for money, compliance, and continuous service improvement.
• Be aware of and fulfil their information security responsibilities
• Accept accountability of his/her individual user accounts, and maintain confidentiality
• Oversee workforce planning, productivity management, training, and talent development.
• Identify operational risks, implement mitigation strategies, and ensure that corrective and preventive actions are executed effectively.
• Ensure compliance with labor laws, company HR policies, and employee engagement and well-being initiatives.
• Drive continuous improvement initiatives to enhance service quality, customer satisfaction, and asset presentation in retail environments.
• Provide strategic leadership and full accountability for soft services operations across retail and facilities management portfolios.
• Ensure whoever handles sensitive company information have taken the Security Awareness Training
• Restrict use to authorized purposes, Protect access accounts, privileges and associated passwords.
• Comply with Khidmah Information Security Policies
• Ensure consistent delivery of high-quality, customer-focused soft services, including cleaning, housekeeping, waste management, pest control, landscaping coordination, concierge, and front-of-house services.
• Support commercial initiatives, including new site mobilization, service transitions, and contribution to bids and proposals.
• Manage operational budgets, optimize costs, and allocate resources to achieve financial targets while maintaining service excellence.
• Prepare and present accurate performance reports, dashboards, and strategic insights to senior management and clients.
• Ensure compliance with HSE, sustainability, regulatory, and organizational standards across all soft services operations.
• Lead, mentor, and develop high-performing, multi-site teams, fostering a culture of accountability, service excellence, and continuous improvement.

Requirements

• Recognized professional certification in Facilities Management or Service Excellence (e.g., IFMA, IWFM, BIFM, or equivalent) is preferred.
• Know how to report a security incident (to IT ServiceDesk or InfoSec).
• Bachelor’s degree in Facilities Management, Hospitality Management, Business Administration, or a related field.
• 5+ years in a senior leadership role managing multi-site soft services operations within FM or retail portfolios.
• Not Disable his/her OS firewall and/or Antivirus
• Experience in Retail and facility Management.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance