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 andresults-driven Soft Services Manager to lead and inspire the facilitiessoft services teams across NBCUniversal’s Global Headquarters in London.

You will oversee service delivery across Mailroom,Housekeeping and Security, ensuring operational excellence, customersatisfaction, and commercial performance in line with contractual obligations.

This is a fantastic opportunity to be at the forefrontof service innovation, client relationship management, and team leadershipwithin a high-profile, global media environment.

Key Responsibilities

Operational Leadership & Client Management

• Oversee the day-to-day soft services operation across the site, 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 & FinancialAccountability

• 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 & PerformanceManagement

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