Soft Services Manager 

Location: Southside Shopping Centre 
Contract: Full-time (40 hours, including weekends and flexibility as required) 
Salary: Up to £55,000 with annual review and performance bonus 
Reporting to: Soft Services Area Manager 

About the Role 

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. 

Key Responsibilities 

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. 

What We're Looking For 

• 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.