Security - Soft Service Manager

About this role

Security, Cleaning & Maintenance Services

Role Overview

Are you looking for your next challenge within the Facilities Management sector? Do you thrive in a fast-paced, customer-focused environment and enjoy leading teams to deliver exceptional service standards?

As the Dual Service Manager, you will be responsible for the operational leadership and performance of Security, Cleaning and Maintenance services across a busy community-based shopping centre. Your primary focus will be to ensure the safe, efficient and professional delivery of all soft and hard FM services whilst continuously reviewing and improving operational processes, service standards and customer experience.

Working closely with the client, retailers, contractors and centre stakeholders, you will oversee service delivery against contractual requirements, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring the shopping centre remains safe, clean, secure and welcoming for all visitors.

You will lead, develop and support multi-disciplinary teams, creating a positive culture that promotes accountability, engagement, customer service excellence and continuous improvement, whilst maintaining compliance with all company policies, statutory regulations and health and safety requirements.

Key Accountabilities

Operational Management

• Manage, direct, monitor and continually improve all aspects of Security, Cleaning and Maintenance operations across the shopping centre.
• Ensure all daily, weekly, monthly and periodic tasks are completed to the required standards across security, cleaning, public realm, back-of-house and plant areas.
• Maintain high standards of presentation, safety and operational efficiency throughout the centre.
• Ensure all services are delivered in accordance with contractual obligations, budgets, SLAs and KPIs.

Quality Assurance & Compliance

• Conduct regular audits, inspections and performance reviews of all service areas.
• Identify, report and rectify service deficiencies, ensuring corrective actions are implemented promptly.
• Oversee stock control, ordering, storage and use of cleaning materials, consumables and operational equipment.
• Ensure all machinery, equipment and maintenance assets are regularly inspected, serviced and compliant with relevant legislation.

Security, Safety & Risk Management

• Manage all incidents, accidents and security-related events, ensuring appropriate investigation, reporting and lessons learned.
• Oversee site security operations, patrol regimes, emergency response procedures and contractor management.
• Lead fire safety management, evacuation planning, testing and compliance activities.
• Ensure compliance with Health, Safety, Quality and Environmental (HSQE) standards, including COSHH, risk assessments, safe systems of work and permit-to-work procedures.

People Management

• Recruit, develop and retain high-performing teams across Security, Cleaning and Maintenance functions.
• Manage workforce planning, rotas, attendance, holidays, absence management and payroll administration.
• Conduct performance reviews, coaching sessions and development plans to enhance team capability.
• Recognise and celebrate success whilst managing underperformance, disciplinary matters and conduct issues professionally and effectively.
• Promote employee wellbeing, engagement and a positive workplace culture.

Client & Customer Experience

• Build strong relationships with the client, retailers, contractors and key stakeholders.
• Act as a visible and proactive leader, driving exceptional customer service standards throughout the centre.
• Respond effectively to customer feedback and operational challenges, ensuring positive outcomes.
• Support initiatives that enhance community engagement, customer satisfaction and the overall visitor experience.

Commercial & Continuous Improvement

• Support the management of service budgets and identify opportunities for efficiencies and cost savings.
• Drive innovation and continuous improvement initiatives across all service lines.
• Identify and implement best practices that improve operational performance and customer experience.
• Assist in the delivery of short and long-term operational projects, centre improvements and asset enhancement programmes.

About You

Essential Experience & Skills

• Proven experience in a facilities management, operations management or service management role within a retail, shopping centre, commercial or customer-facing environment.
• Demonstrable experience managing Security, Cleaning and Maintenance teams and contractors.
• Strong understanding of FM service delivery, compliance, health and safety legislation and operational best practice.
• Excellent leadership, coaching and people management skills.
• Experience managing KPIs, SLAs, audits and performance reporting.
• Strong commercial awareness with experience managing budgets and achieving operational targets.
• Excellent communication, organisational and stakeholder management skills.
• Ability to remain calm and decisive in challenging or emergency situations.
• High attention to detail with a proactive and solutions-focused approach.

Personal Attributes

• Acts with integrity, professionalism and accountability.
• Leads by example and inspires high standards from others.
• Positive, resilient and adaptable in a fast-paced environment.
• Customer-focused with a passion for delivering service excellence.
• Strong relationship builder with the ability to influence and engage stakeholders at all levels.
• Process-driven whilst continuously seeking opportunities for improvement.
• Self-motivated, driven and committed to achieving outstanding results.

About Us

For nearly five decades, we have played a vital role in helping our customers succeed. Built on strong, long‑standing relationships, our business is powered by people who are deeply connected to the communities where we live and work.

Our purpose guides every action and decision we make: to proudly create safer and healthier communities today, for tomorrow. It reflects who we are, what we stand for, and the impact we strive to make every day.

Across our team of 27,000 committed experts, that purpose comes to life through commitment, care, and a shared responsibility to the people we serve—now and for generations to come. When you join Bidvest Noonan, your joining a team where your work has real impact, where your career can grow, where you belong, and where you help shape a safer, healthier future for us all.

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