Soft Services Manager

This is a high-impact leadership role responsible for driving a high-performing, engaged and customer-focused Security and Cleaning function within a key retail destination. You will lead from the front, developing your teams, shaping strategy and embedding a culture of accountability, excellence and continuous improvement. Southside is a key destination within the Landsec (FTSE 100) portfolio, recently refurbished and central to the Wandsworth community. This role offers the opportunity to influence large-scale operational delivery while building strong stakeholder relationships and driving forward-thinking service strategies., Leadership & People Management

• Provide visible, hands-on leadership to Security and Cleaning teams, fostering a high-performance, values-led culture.
• Lead, coach and develop direct reports, setting clear objectives, conducting performance reviews and supporting career progression.
• Build a strong succession pipeline through coaching, mentoring and talent development.
• Ensure effective workforce planning, recruitment and retention aligned to business needs and diversity goals.
• Champion Mitie One Code and Elevate principles, embedding them into everyday behaviours.
Operational Leadership & Strategy
• Own and deliver best-in-class soft services through clear standards, governance and continuous improvement.
• Translate strategic objectives into operational delivery plans, aligning teams to wider business goals.
• Drive a proactive, data-led approach to performance using systems such as Merlin, Workplace+ and client reporting tools.
• Ensure consistent, compliant service delivery across all areas of the estate, both internal and external.
Stakeholder Engagement
• Build strong, credible relationships with clients, contractors and stakeholders across the estate.
• Act as a key representative for soft services, confidently leading audits, inspections and performance reviews.
• Collaborate with cross-functional teams (QHSE, ESG, H&S, HR) to deliver aligned outcomes.
Performance & Compliance
• Take full ownership of KPIs, SLAs and service standards, holding teams accountable for delivery.
• Lead a culture of safety and compliance, ensuring adherence to all statutory, ISO and British Standards.
• Proactively manage risk, including H&S, fire safety and operational compliance.
Financial & Commercial Accountability
• Manage operational budgets (service charge and non-recoverable), ensuring cost-effective delivery without compromising quality.
• Identify efficiencies and value-add opportunities to enhance service delivery and asset value.
Customer Experience & Innovation
• Champion a best-in-class guest experience through engaged, service-driven teams.
• Drive innovation in service delivery, sustainability and technology adoption.
• Continuously review and improve processes to enhance efficiency and experience.
  
  Proven leadership experience in soft services, with Security and Cleaning experience desirable.
• A strong people leader with a track record of building high-performing, engaged teams.
• Commercially astute with experience managing budgets and driving performance outcomes.
• Confident communicator with strong stakeholder management skills.
• Data-driven mindset with experience using operational systems and performance metrics.
• Strong organisational skills with the ability to prioritise and lead in a fast-paced environment.
• IOSH qualification desirable.