Location
Home based - please note that travel will be necessary throughout the UK

Hours
40 hours per week, Monday to Friday

Salary
Up to £55,000 per annum

About the Role
We are seeking an experienced and strategic Soft Services Manager to lead soft FM operations across the HMRC West estate, supporting the operational needs of HM Revenue & Customs (HMRC). This senior leadership role within a complex, multi-site public sector contract is responsible for driving performance, compliance, financial control and customer experience across all soft service streams.

The Soft Services Manager will provide strategic leadership and operational oversight for cleaning, catering, waste management, reception services, grounds maintenance, hospitality, porterage and mailroom services. You will directly lead the Cleaning Manager and Catering Manager, ensuring consistent performance, governance and accountability across multiple locations.

Operating within a complex public-sector environment, this role requires balancing service quality, financial performance, compliance and customer satisfaction while aligning delivery to wider contract strategy.

Key Responsibilities
- Provide strategic direction and operational oversight for all soft services across the HMRC West contract
- Lead, develop and support the Cleaning Manager and Catering Manager to deliver high performance across sites
- Ensure all services meet contractual KPIs, SLAs and customer experience standards
- Drive forecasting, budgeting and financial performance management across soft service streams
- Identify and implement service improvement and efficiency initiatives to enhance quality and reduce cost
- Manage supplier and subcontractor performance to ensure compliance, value for money and strong partnership working
- Lead quality assurance processes, audits and inspections
- Ensure compliance with statutory regulations, company policies and health & safety requirements
- Act as senior escalation point for service risks, failures and customer concerns
- Collaborate with senior stakeholders to align service delivery with client priorities and contract strategy
- Partner with the Head of Social Impact to deliver social value KPIs and community engagement initiatives

The Environment
HMRC West is a large, complex, multi-site public sector contract requiring consistent service standards across geographically dispersed locations, strong governance and performance management, cost efficiency within public-sector budget constraints, robust supplier management and a strong compliance, safety and social value culture. You will play a key role in ensuring soft services enhance the workplace experience while supporting operational continuity.

What We Offer
Working with Sodexo is more than a job; it’s a chance to be part of something greater. You’ll belong in a company and team that values you for you; you’ll act with purpose and have an impact through your everyday actions; and you’ll be able to thrive in your own way. In addition, we offer mental health & wellbeing support, Employee Assistance Programme for personal, legal and financial advice, 24/7 virtual GP & lifestyle rewards, discounts for you & family, financial tools & retirement plan, Cycle to Work scheme and a paid volunteering day.

Experience
- Significant experience managing multi-service soft FM operations
- Proven leadership experience managing managers or multi-site teams
- Strong financial and commercial acumen with direct budget responsibility
- Experience managing suppliers and subcontractors
- Sound knowledge of statutory compliance and health & safety requirements
- Strong stakeholder management and client relationship skills
- Demonstrated ability to drive service improvement and operational efficiencies
- Ability to operate strategically while maintaining hands-on operational oversight

About You
You are a strategic thinker with the ability to maintain clear operational control across multiple service lines. You thrive in complex environments and have excellent leadership and communication skills to manage diverse teams and stakeholders effectively.

Qualifications
- Desirable: Experience within a public-sector or government contract
- Desirable: IOSH Managing Safely or equivalent qualification
- Desirable: Experience delivering social value or community engagement initiatives
- Desirable: Experience working within a large, complex, multi-site contract environment