Soft Services Manager

Job Introduction

Soft Services Manager

Location: London, WC2H 8NU

Contract Type: Full-time, Permanent

Salary: Up to £50,000 per annum plus up to 10%Bonus

About the Role

We’re looking for a dynamic and results-driven Soft Services Manager to lead and inspire the facilities soft services teams across NBCUniversal’s Global Headquarters in London .

You will overseeservice delivery across Mailroom, Housekeeping, Security, Waste and PestControl, ensuring operational excellence, customer satisfaction, and commercialperformance in line with contractual obligations.

This is a fantasticopportunity to be at the forefront of service innovation, client relationshipmanagement, and team leadership within a high-profile, global mediaenvironment.

Key Responsibilities

Operational Leadership & Client Management

• Oversee the day-to-day soft services operation across 5 sites, ensuring high standards and KPI compliance.
• Act as the primary operational contact between Sodexo and NBCUniversal’s leadership teams.
• Drive service consistency and standardisation across multiple locations.
• Deliver weekly and monthly contract performance reviews with the client.
• Develop long-term, trust-based relationships aligned to Sodexo’s Clients for Life strategy.

Growth, Development & Innovation

• Understand all service lines within the contract and identify opportunities to expand scope and add value.
• Proactively recommend and sell additional services to increase revenue growth and contract profitability.
• Monitor performance to identify and implement innovations and efficiencies across service lines.

Commercial & Financial Accountability

• Maintain full financial control of soft services departments including forecasting, cost control, and budget adherence.
• Interpret financial data and reports to improve local decision-making and performance.
• Ensure compliance with all commercial, legal, and health & safety obligations, including KPIs and SLAs.
• Use systems such as Kronos, SMS, and Maximo to manage reporting, labour planning and service delivery.

People Leadership & Performance Management

• Recruit, lead, train, and develop a high-performing team with a focus on succession planning and continuous improvement.