Soft Services Manager

Soft Services Manager
Impact a better future

At Serco, we bring together the right people, technology, and partners to deliver innovative solutions that impact a better future.

We have been operating in the Middle East since 1947 and have a profound understanding of the region.

With over 4,500 colleagues here, we support governments across defence, space, transport, emergency services, justice and migration, and other vital public services. Our core capabilities span service design and advisory, customer experience, complex programme management, systems integration, and asset and facilities management, alongside environmental and case management services.

Guided by our unique service model, we work together with clients and partners to achieve long-term visions and tackle some of the world’s most complex challenges.

 
Your Opportunity  

The Soft Services Manager will provide advice, guidance, and daily management support to the contract’s office services to ensure effective and efficient delivery across the full scope of services. They will be responsible for completing the contracted milestone deliverables and will liaise with and report at least weekly to Serco’s senior management and the client on performance and progress, up to completion and sign-off.

The ideal candidate will have experience in leading and developing diverse, multi-disciplinary teams and large workforces, with a demonstrable focus on client and end-user satisfaction, as well as strong stakeholder management and communication skills.

This role is part of our team at Zayed University in Abu Dhabi, UAE.

Key Accountabilities

• Manage the day-to-day service delivery and performance of the Soft Services Department, including Cleaning & Window Cleaning, Pest Control, Waste Management, Timetabling, Service Desk, and Administration Departments.

• Ensure that adequate manpower is available at all times, and that all human resource elements of people management - such as discipline, training, performance reviews, objective setting, personal development, mentoring, support, guidance, and counselling - are provided as required.

• Ensure proper interdisciplinary coordination and effective communication among staff and with other service providers.

• Manage, support, and coach internal team members to deliver services aligned with company and client objectives.

• Undertake troubleshooting, customer surveys, quality assessments, and service audits as appropriate to ensure service standards are met.

• Develop monthly activity reports as required by senior management and other service users to ensure optimum delivery across all identified areas of service.

• Liaise regularly with all internal stakeholders and customers to identify their future needs and expectations regarding the services provided.

• Undertake Key Performance Indicator (KPI) and Service Level Agreement (SLA) inspections, and provide service delivery reports to senior management.

• Coordinate and attend client and supplier meetings, following up on actions with clear visual aids to track and monitor progress.

• Create and maintain a Stakeholder Management Plan relevant to the Soft Services Department, ensuring that stakeholder engagement levels are monitored and any negative feedback is escalated to the General Manager.

• Continuously improve systems of communication, maintain business integrity, enhance understanding of customer expectations, and identify and address stakeholder concerns.

• Respond in a timely manner to standard and non-standard inquiries from all stakeholders - in person, by telephone, email, or in writing - and represent the department in internal and external meetings, workshops, and presentations as required.

Specific Requirements

• 7+ years of managerial experience in FM Soft Services, including oversight of large or complex facilities or campus-style environments.

• Degree or diploma in a relevant discipline.

• Hands-on CAFM proficiency (e.g., planning, scheduling, KPI/SLA reporting).

• Proven ability to create, standardize, and continuously improve processes and SOPs.

• Demonstrated client and end-user focus with strong stakeholder management and communication skills.

• Experience in leading and developing diverse, multi-disciplinary teams and large workforces.

• Solid subcontractor/vendor management experience, with strong HSE awareness and performance monitoring against KPIs/SLAs.

• Experience with SAP, data-driven reporting, and basic budgeting/cost control (preferred).

• Professional accreditation such as RICS, IWFM, NEBOSH, or similar (preferred).

• Arabic language skills (preferred).

• Certified Lean Six Sigma Yellow / Green / Black Belt (preferred). 

Join Us 

At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day. 

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit careers.serco.com for more information.