Job Summary
The Head of Soft Services is a senior leadership role responsible for overseeing all non-technical, occupant-facing services across large corporate, banking, hospitality, or mixed-use environments. The role focuses on delivering an exceptional user experience, maintaining high aesthetic and service standards, and managing large-scale in-house and outsourced service teams across multiple locations. This position requires strong strategic, operational, and stakeholder management skills and may involve international travel to support and standardise soft services operations across the organisation’s global footprint.
Key Responsibilities
Operational Leadership:
- Oversee day-to-day operations of all soft services, including cleaning, housekeeping, landscaping, pest control, security coordination, and waste management
- Ensure consistent service quality and premium standards across multiple sites and countries
- Identify service gaps and implement corrective and preventive actions across regions
- Manage front-of-house services including reception, meeting rooms, pantry operations, catering, and water logistics
- Support VIP visits, executive meetings, and high-profile events, including on-site coordination during international assignments
- Serve as a key escalation point for senior stakeholders and occupants across regions
- Develop and manage high-value operational budgets (AED 30M+ or equivalent across regions)
- Lead regional and global RFPs, negotiate Master Service Agreements (MSAs), and ensure commercial alignment across countries
- Drive cost optimisation, financial governance, and performance reporting across all locations
- Lead, mentor, and influence large multicultural teams, including in-house staff and outsourced service providers across multiple countries
- Ensure vendor performance meets defined SLAs and KPIs in all operating regions
- Conduct regular performance reviews, audits, and capability-building initiatives during site visits
- Ensure compliance with ISO standards, local regulatory requirements, and health, safety, and environmental policies in each country of operation
- Drive sustainability and ESG initiatives, including waste reduction, recycling, and sustainable sourcing across regions
- Lead audits, risk assessments, and corrective action plans during international travel
- Oversee the implementation of CAFM systems, digital inventory platforms, and robotic cleaning solutions across multiple locations
- Promote standardisation, data-driven decision-making, and continuous improvement globally
- Travel frequently to various countries where the organisation operates to support, audit, and enhance soft services delivery
- Align regional operations with global service standards and best practices
- Provide on-ground leadership, training, and transition support for new sites or service providers
Requirements
- Bachelor’s degree in Business Management, Facilities Management, Hospitality Management, or a related discipline
- Minimum of 7–12 years of progressive experience in facilities management or soft services within large, multi-site or multinational organisations; strong experience interacting with VIPs and senior leadership
- Proven ability to manage large, diverse, and outsourced teams across cultures and geographies
- Strong negotiation and contract management skills
- Excellent organisational, interpersonal, and stakeholder management abilities
- Advanced budgeting, reporting and analytical skills
- High adaptability and cultural awareness
- Fluency in English, Arabic or French is a strong advantage
- Willingness and ability to undertake frequent international travel as required
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.