Facility (Soft Services) Lead

Key Responsibilities

• Lead and oversee the delivery of all soft services within the facility.
• Ensure high standards of cleanliness, hygiene, and workplace presentation are maintained at all times.
• Monitor service quality and compliance with agreed SLAs and KPIs.
• Conduct routine inspections and audits of facility areas and service performance.
• Develop and implement improvement plans to enhance service quality and operational efficiency.
• Manage third-party contractors providing cleaning, landscaping, pest control, waste management, and other soft services.
• Review contractor performance against contractual obligations and KPIs.
• Coordinate vendor meetings and ensure timely resolution of service issues.
• Act as the primary point of contact for soft services-related requests and escalations.
• Ensure prompt response and resolution of occupant and client concerns.
• Build strong relationships with internal stakeholders and facility occupants.
• Lead, coach, and supervise onsite soft services personnel.

Qualifications

• Bachelor's degree in Facilities Management, Business Administration, Hospitality Management, or a related field.
• Professional certifications in Facilities Management are an advantage (IFMA, BIFM/IWFM, FMP, CFM, etc.).
• Health & Safety certifications are considered a plus.

Experience

• 5+ years of experience in facilities management, workplace operations, hospitality, or property management.
• Minimum 2 years of experience managing soft services operations and service providers.
• Experience working within corporate offices, commercial buildings, healthcare, retail, industrial, or mixed-use environments.