Office Services Manager

Role Overview

Aligned with ISS’s global vision, you will lead the delivery of exceptional front of house, housekeeping, and cleaning services to our client, acting as an ambassador for both the client and ISS Livv Workplace. You will be responsible for the commercial and operational management of the contract, ensuring compliance with service level agreements (SLAs), risk management, and contractual obligations. Success is built on strong partnerships with clients, stakeholders, suppliers, and landlords through consistent, high-quality service delivery, underpinned by trust, open communication, and a commitment to accountability.

Key Responsibilities

• Establish and maintain strong relationships with the client team and stakeholders through transparent, timely communication, ensuring confidence in our services and maintaining a professional image.
• Lead client and employee engagement initiatives to foster a positive, motivated workforce.
• Manage all financial aspects of the contract including payroll, bonuses, expenses, and supplier orders, adhering to budgetary constraints.
• Oversee contract execution in line with agreed specifications, timelines, and key performance indicators (KPIs).
• Prepare and deliver regular reports, including monthly SLA performance reviews, presentations, and business cases to the client.
• Ensure full compliance with ISS Livv Workplace’s Health, Safety, and Environment policies, maintaining accurate site records.
• Adhere to all ISS and client site operating procedures and standards, ensuring your team follows suit.
• Take ownership of stakeholder management, nurturing strong partnerships across the client business.
• Act as the final escalation point for on-site service queries and issues.
• Promote excellent customer relations and service satisfaction.
• Drive innovation and continuous improvement through adopting latest methodologies, technologies, and service enhancements.
• Implement and monitor all quality audits to maintain service excellence.
• Attend ISS innovation forums and collaborate with Business Improvement and Cleaning Excellence teams to stay informed and contribute to best practices.
• Foster a ‘one team’ ethos encouraging proactive identification and resolution of issues by all team members.
• Lead recruitment, induction, training, and motivation of the team to ensure delivery of efficient, high-quality services.
• Collaborate with operations to manage rotas effectively, optimizing resource allocation including network and agency staff.
• Monitor employee attendance, conduct return-to-work interviews, and maintain comprehensive records.
• Ensure timely recruitment with updated job descriptions and processed recruitment requests.
• Develop training plans, liaising with Learning & Development to meet team requirements.
• Manage team performance through probation reviews, job chats, one-to-ones, and appraisals, adhering to ISS policies.
• Implement People & Culture procedures as necessary with support from relevant managers.
• Maintain formal employee correspondence and HR records.
• Chair regular team meetings to review and enhance service delivery.
• Oversee a professional, dynamic Front of House service including meet and greet, switchboard, meeting room management, and reception duties.
• Manage housekeeping and cleaning services to ensure consistently high standards of cleanliness and professionalism.
• Oversee management of cleaning equipment, consumables, and materials.
• Support Front of House duties as needed, including visitor escort and refreshment provision.
• Manage periodic cleaning schedules and specialist cleans.
• Ensure compliance with statutory health and safety requirements, maintaining appropriate documentation and minimising risks.
• Lead Health & Safety training, accident/incident reporting, investigations, and communications.
• Coordinate disaster recovery planning and testing with the client.
• Audit, review, and approve supplier Health & Safety documentation, including RAMS and COSHH.
• Ensure proper use and maintenance of ISS Livv Workplace property and equipment.
• Deliver projects within agreed timelines and budgets.
• Perform other reasonable duties as assigned.

Requirements

• Minimum 4 years’ experience in a senior client-facing role.
• At least 4 years managing housekeeping, cleaning, and front of house services.
• Strong people management skills with 4 years’ experience.
• Extensive knowledge of Health & Safety practices, ideally with IOSH qualifications.
• Excellent communication and presentation abilities.
• Proven ability to build credibility and influence clients, suppliers, and employees.
• Experience in creating, reviewing, and auditing operational procedures.
• Solid understanding of risk management.
• Innovative thinker able to deliver creative, practical solutions.
• Strategic and operational capability with strong delegation skills and ability to work independently.
• Effective prioritisation under pressure.
• Proficient in IT with experience developing systems.
• Strong financial acumen including budget setting and management.