Soft Services Manager - Security
| Company: | Mitie |
|---|---|
| Salary: | Not specified |
| Hours: | Full-time |
| Location: | SW18 4TF |
| Job type: | Permanent |
| Posting date: | 27 May 2026 |
| Closing date: | 15 Aug 2026 |
Summary
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.
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