Job objectives and responsibilities Responsible for day to day management of Soft Services including Cleaning, Service Representatives and associated suppliers, Catering, Front of House, Indoor Planting and supporting the contractual obligations for summer landscaping Work in close conjunction with all aspects of the MITIE services teams to meet the client specifications and customer requirements To build and maintain senior customer relationships and be the main point of contact for service delivery Carry out regular audits across associated service lines and shift patterns ensuring adherence to contract deliver, including nights and weekend shifts Liaise with the management team on a daily basis and ensure strong operational involvement for service delivery Supervise the soft services in accordance with the established quality management system including preparation for internal and external quality audits Set standards for the associated service lines to ensure a high quality service Support the contract in the development of, and fulfilling business strategy, in line with current and emerging needs keeping up to date with innovations and introducing as required Contribute to and maintain building/estate development plans, as well as supporting the change management process and associated Service Levels Agreements (SLAs) ensuring risks are mitigated Produce any required Contract Change Forms associated with these service lines Produce management reports in accordance with the needs of the business Work closely with the Commercial teams to set, manage, and reconcile service delivery budgets Maximise efficiencies within the Soft Services remit and manage costs effectively Assist with works and capital investment planning for maintenance for future years Ensure that the premises, plant, machinery and work activities are maintained and operate in compliance with legislation and safe working practice and facilitate the means to enable this to take place Implementation and Review of operation of Permit to Work Procedures, Risk Assessment, Method Statements and Safe Systems of Work Proactive management and benchmarking of various third party contracts and providers of outsourced services Ensure that statutory requirements and company policies and procedures are followed, and deadlines are met Monitor, interpret and implement changes in regulatory requirements Lead, develop and motivate a high performing team ensuring that services are of the highest quality Conduct all appraisals and performance reviews with direct reports and set/review goals in line with strategic objectives of the organisation Drive innovation and continuous improvement of people, systems, processes and services Comply with company and statutory regulations relating to safe systems of work, health & safety, hygiene, cleanliness, fire and COSHH Support the Regional Manager with the review and implementation of the disaster recovery plan as applicable This role will also act as the helpdesk liaison for the Air portfolio to improve processes and provide an escalation through to resolve as required Support the contract in all other ADHOC activities as required Person Specification Previous experience and a good all round knowledge of all soft services disciplines including cleaning, waste management, front of house and landscaping Excellent customer service, interpersonal, communication and people engagement skills A sound understanding of KPI management Good analytical, planning and organisational skills Ability to interpret and utilise financial and commercial information Capability to manage multiple workloads and shifting priorities Self-motivated and able to work under own initiative within a team environment Experience of managing conflicting expectations of senior management and consumers Ability to lead people whilst inspiring them to overcome challenges and to deliver measurable performance improvements Demonstrable experience of communicating and interfacing with clients at a senior level Able to develop and nurture long term lasting relationships with the client, staff, subcontractors and other service suppliers Hold appropriate professional qualifications IOSH Managing Safely Certificate Strong leadership skills Health and Safety responsibilities Follow Group and company policies and procedures at all times Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment Use all work equipment and personal PPE properly and in accordance with training received Report any issues or training needs to your Line manager and /or via your divisional incident reporting system Information Security Ensure compliance with Mitie's information security procedures in all activities; Proactively identify and report security risks to your manager Report actual and suspected security incidents Note This job description is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.