Operations Manager - Soft Services

Job Overview

The Operations Manager will oversee the full spectrum of soft services operations across various contracts and locations, ensuring service delivery aligns with contractual obligations and industry standards such as BICSc and HSE. This position requires substantial operational expertise, client relationship management skills, commercial awareness, and the ability to maintain superior service quality in demanding environments, especially within the GCC region.

Key Responsibilities

• Direct daily operations of soft services over multiple sites and contracts, ensuring adherence to KPIs, SLAs, method statements, and quality benchmarks.
• Develop and maintain efficient operational procedures and systems, including site inspections and audits, with continuous monitoring of service quality, resource use, and productivity.
• Ensure adequate staffing, equipment, supplies, and materials to meet operational needs.
• Lead practical management of various soft service functions including cleaning, housekeeping, waste management, landscaping, pest control, hygiene, specialized and high-level cleaning, event support, front-of-house, security coordination, and helpdesk services.
• Align cleaning operations with BICSc best practices by designing standards, schedules, and work procedures; conduct audits and train teams accordingly.
• Manage soft services delivery for major government, public-sector, healthcare, education, and institutional projects, ensuring compliance with strict regulatory and contractual frameworks.
• Serve as primary operational contact for clients, fostering strong stakeholder relations, managing meetings, addressing complaints promptly, and enhancing satisfaction.
• Lead multicultural teams by setting clear objectives, monitoring performance, identifying training needs, and promoting accountability and teamwork.
• Implement and uphold health, safety, and environmental policies consistent with company and GCC regulations, including risk assessments, safety training, incident management, and sustainable practices.
• Oversee budget monitoring and commercial controls to maximize efficiency and profitability without compromising quality.
• Establish and track operational KPIs; produce detailed reports analyzing trends and improvements for senior management review.

Qualifications and Experience

• University degree in Business Administration, Facilities or Hospitality Management, Engineering, or a related field.
• At least 10 years of progressive experience in soft services operations management.
• Minimum 10 years' experience working in GCC markets, with a preference for candidates familiar with Qatar, UAE, or Saudi Arabia.
• Demonstrated ability to lead large, complex soft services contracts, especially in government or public-sector contexts.
• In-depth understanding and application of BICSc cleaning standards and methodologies.
• Experience managing diverse, multicultural operational teams.
• Strong client and stakeholder management capabilities.
• Expertise in KPIs, SLAs, audits, quality control, operational reporting, and HSE compliance.
• Fluent English communication skills, both written and spoken.
• Strong leadership, problem-solving, planning, and decision-making skills.

Preferred Credentials

• BICSc certification or recognized training.
• Professional qualifications such as IWFM in Facilities Management.
• NEBOSH or IOSH certifications or equivalent health and safety qualifications.
• Experience with ISO management systems.
• Background managing large institutional facilities including universities, healthcare, airports, or other government projects.

Performance Indicators

• Achievement of contract KPIs and SLAs.
• High client satisfaction and positive audit outcomes.
• Compliance with BICSc and HSE standards.
• Efficient complaint handling and timely resolutions.
• Good staff productivity, attendance, and retention rates.
• Strong health, safety, and environmental performance.
• Profitability and cost control within contracts.
• Continuous operational improvement initiatives.