Soft Services Manager

For jobs located in Wales, the ability to speak Welsh is desirable. The Department for Work and Pensions (DWP) is one of the governments largest public service departments with a sizeable annual budget, serving over 20 million citizens. The estate spans1.4 million square metresacross800+ sitesand supports around78,000 colleagues. Our vision includes DWPcolleagues,supply chain, partners and,most fundamentally, the customers theDepartment exists to serve. They are the reasonfor our existence. We are responsible for theday-to-day operationof our vast Estate by managing a private sector supply chain that delivers essential services such as Security Guarding, Maintenance, Property and Leasehold Management, Construction, Cleaning and Facilities Management. DWP Estates is not just about maintaining buildings - its about transformation. Our strategic goals include:

• Transitioning to a smaller, more affordable, and adaptable estateto meet future needs
• Investing in infrastructurethrough planned replacement works
• Embedding sustainabilityin line with Government Greening Commitments (GGCs)
• Delivering cost-effective serviceswhile maintaining high standards
• Creating a professional, best-in-class working cultureacross the Government Property profession
Our Estates strategy ambitions have been refreshed to take us through to 2030: OPTIMISE: Continue to transition to a more affordable and adaptable DWP estate that creates productive environments INVEST: Investment in an improved environment that better meets the needs of customers and colleagues and minimises service disruption, Performance and Governance
• Reporting into the Services & Supplies Supply Chain Delivery Managers, this role will support the Supply Chain Delivery Managers in the overall management of Estates Supply Chain Partners.
• As directed by the Supply Chain Delivery Managers this role will work in conjunction with internal stakeholders and external parties as listed below.
• Supporting the performance management of the applicable supplier, providing ongoing performance and risk management against the agreed contractual performance obligations and ensuring contract management is effectively discharged. Overseeing the development of corrective actions to improve performance, working closely with DWP Category Management (Commercial team) on issues that require commercial input or escalation as well as working closely with DWP Estates H&S teams to obtain operational insights.
• Responsible for supporting Service Delivery management, and governance of the applicable supplier, undertaking review of Management Information, identifying potential gaps in service and collaboratively developing corrective actions with our Total Facilities Management/ Furniture Supplier(s).
• Working with the DWP Estates Performance & Audit team to develop a performance framework to set out performance data and reporting requirements that are aligned to contractual obligations / KPIs reflecting DWPs business requirements. Support review of performance audit against contractual obligations.
• Supporting the management and coordination of the Integrator CAFM system and associated supplier systems.
Relationship management
• Effectively supporting the supplier/client relationship across the Estates stakeholders, this role will support translation of Estates business requirements into the services required and support DWP Category Management team to oversee the contractual relationship between DWP and the Supplier Partner.
• This role will work collaboratively to ensure Estates Control Framework and End 2 End processes are effectively embedded and articulated across with the Supplier Partner and monitor the Service Delivery and performance of the Supply Chain and the health of the relationships.
• Supporting to build a strategic and collaborative relationship with the Supplier Partner to foster innovation and actively identify risks, continuous improvement opportunities to improve service, efficiencies and value for money.
• Ensuring the Supplier Partner delivers outcomes that our customers need and at the requisite service quality.
• Representing Service Delivery, to manage supplier related queries and issue management. To include but not limited to Furniture Management, Furniture Co-ordinator, Pest Control, Waste Services, Window Cleaning, Grounds maintenance, and Catering. Complete service reviews and quality checks to ensure best value for money and Supplier Operational performance.
Strategy
• Working alongside the wider DWP Estates Supply Management Team, providing support in development and implementation of DWP Estates Integrator and the Supply Chain performance management framework and category strategy.
• Have detailed understanding of the relevant supplier category strategy to support implementation and development plans as agreed by the DWP Category Management team and the Estates stakeholders.
Health & Safety
• Support in channelling requests for information for personal injury claims related to the Supplier Partner to enable receipt of timely information to support development of DWPs response to personal injury claims
• Working with the DWP Estates H&S team to monitor the Supplier Partner in meeting their Health and Safety obligations and reporting when any commensurate corrective action is necessary, We'll assess you against these behaviours during the selection process:
• Seeing the Big Picture
• Working Together
• Delivering at Pace
• Managing a Quality Service, All candidates who are successful at the sift stage will undertake a single virtual video interview.
There, you will be assessed against the experiences listed in the essential criteria. You will also be asked additional questions to validate your knowledge which will be measured against the essential criteria as specified in the vacancy. Your will also be asked some Behaviour & Strength questions. Currently the sift is scheduled to take place w/c 3rd August 2026and interview dates w/c 17th August 2026. Interviews are scheduled to take place virtually and dates are subject to change., Civil Servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary.
• Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may, however, be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at the Childcare Choices Website.
Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups:
• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window) . The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) . Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window) .


• Experience of performance management best practice and awareness of innovations and changes within the industr
• Understanding of CAFM systems
• Experience of working with facilities management and security services contracts and with a range of suppliers
• Ability to work on multiple complex projects across multiple locations, delivering projects to plans and developing reports
• Proven stakeholder management skills, confident in communicating with internal and external stakeholders at different levels of seniority, engaging and collaborating to build effective networks in order to deliver goals and objectives
• Understanding of Continuous Improvement Programme implementation with Strategic Supplier
• Awareness of Supplier and Customer Relationship Management tools and techniques
• Understanding of risk management strategies and processes and ability to build effective client and stakeholder relationship
• Ability to comprehend data and forecasts and strong commercial acumen
Desirable
• Understanding Real Estate and related Statutory, Regulatory and Professional requirements, Working towards membership of a recognised supply chain management professional body, e.g. IOSCM, ASCM, CIPS
  
  THRIVE: Continue to develop a working culture for DWP Estates that is best in class across government
There is no better time to join the award winning DWP Estates team. This role will represent DWP Estates as the intelligent client against agreed performance metrics and will foster a collaborative relationship to drive innovation and identify improvement opportunities.

Alongside your salary of 44,447, Department for Work and Pensions contributes 12,876 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window). DWP have a broad benefits package built around your work-life balance which includes:
• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave at least 23 days on entry, increasing up to 30 days over time (prorata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 years continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Womens Network, National Race Network, National Disability Network (THRIVE) and many more.
Things you need to know Artificial intelligence Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use., If you are placed on a reserve list but we cannot immediately offer you a post, please note:
• If you are later offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up the post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances (e.g. a contractual Part Time Working Pattern cannot be accommodated in the initial role offered or in cases of serious ill health).
• If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.
Disability Confident Scheme If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards. Reasonable Adjustments We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia. If you need a change to be made so that you can make your application, you should contact the Government Recruitment Service via DWPRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.