Soft Services Manager - Security

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.