Soft Services Manager

DWP Estates is not just about maintaining buildings - it's about transformation. Our strategic goals include:

• Transitioning to a smaller, more affordable, and adaptable estate to meet future needs
• Investing in infrastructure through planned replacement works
• Embedding sustainability in line with Government Greening Commitments (GGCs)
• Delivering cost-effective services while maintaining high standards
• Creating a professional, best-in-class working culture across 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 Head of Soft FM Services, this role will support the overall delivery of Soft Facilities Management Cleaning services and supplies to the Estate
• As directed by the Head of Soft FM Services this role will work in conjunction with internal stakeholders and external parties as listed below
• Supporting the Operational management and delivery of Cleaning Services via the TFM Supplier(s)
• Overseeing the development of corrective actions to improve performance, working closely with DWP Category Management (Commercial team) and Service Manager & Supply Chain Management Team on issues that require commercial input or escalation as well as working closely with DWP Estates' H&S teams and Operations to obtain operational insights
• Work closely with the Supply Chain Manager of the applicable supplier, undertaking review of Management Information, identifying potential gaps in service and collaboratively developing corrective actions with Facilities Management
• 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 DWP's business requirements.
• Support review of performance audit against contractual obligations
• Supporting the management and coordination of the Integrator CAFM system and associated supplier systems, 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 the relevant Supply Chain Manager 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 performance of the Supply Chain and the health of the relationships
• Ensuring the Supplier Partner delivers outcomes that our customers need and at the requisite service quality
• Acting as the representative for the SME (Head of Soft FM Services) working with the supplier to ensure quality of Operational Delivery and Service Excellence and leading in innovation and continuous improvement to ensure we are providing the best cleaning services to our customer
• Representing Service Delivery, to manage all cleaning related queries and issue management. Manage cleaning audit outputs, Performance concerns/failures at Operational level, Innovation and new ways of working
• Complete service reviews and quality checks to ensure best value for money and Supplier Operational performance
• Using data-driven analysis to identify trends in issues and acting to mitigate or improve the delivery of service, reporting through the correct governance channels where escalation is required
• Working cross government to identify best practice and collaborative working environments with other government departments
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 channeling requests for information for personal injury claims related to the Supplier Partner to enable receipt of timely information to support development of DWP's 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
  Disability Confident
About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .
For jobs located in Wales, the ability to speak Welsh is desirable. The Department for Work and Pensions (DWP) is one of the government's largest public service departments with a sizeable annual budget, serving over 20 million citizens. The estate spans 1.4 million square metres across 800+ sites and supports around 78,000 colleagues. Our vision includes DWP colleagues, supply chain, partners and, most fundamentally, the customers the Department exists to serve. They are the reason for our existence. We are responsible for the day-to-day operation of 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.,
• 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.