Soft Service Manager

UKRI; Greater London; On-site; GBP 58,000 - 61,000; Full time

Benefits offered by this job

Defined benefit pension

Holiday entitlement

Employee discounts

Cycle to work scheme

Job summary

UKRI is seeking a Soft Services Manager for the Laboratory Institute of Medical Sciences in London. The role oversees the lifecycle of soft services assets (~£2.5M), including furniture, decor, security, catering, waste and data archiving, with emphasis on contract management, analytics, and cost-effectiveness.

A small team supports facilities and AV logistics, with close collaboration across departments. The post holder will advise senior leadership, manage third-party contractors, and drive

Qualifications

• Experience of managing soft services.
• Experience of multi-stakeholder projects and management of end user requirements.
• Experience of contractor management.
• Experience of working in the healthcare, life sciences or research sectors.

Responsibilities

• Manage soft services operations and day-to-day function.
• Direct line management of a small team of facilities staff.
• Coordinate with LMS and external suppliers for catering, cleaning and security.
• Oversee procurement, contracts and maintenance for equipment and furniture.
• Ensure service levels meet KPIs and value for money.

Skills

Soft services mgmt

Team leadership

Procurement

Budgeting

Stakeholder management

Tools

Oracle purchasing system

Job description

Soft Services Manager LMS2754
Salary: £57,813 - £61,420 plus London allowances £5,560 per annum
Band (Grade): MRC 3 | Permanent | Full time | Closing date: 28August 2026

Overall Purpose:

The role of Soft Services Manager is designed provide the Institute scientists with the essential tools required to perform their research.

Primarily, the post holder is responsible for curation of the entire life cycle of the Institute soft services asset portfolio including all furniture, internal fabric and decoration (~£2.5 million) along with provision of security, cleaning, catering, waste and data archiving services. It encompasses strategic planning, procurement, service contracts & maintenance and ultimately recycling/disposal. As such, the role requires a detailed knowledge of the ongoing repair and equipment needs across several operational areas within the Institute as a whole. Management of the portfolio requires the implementation and use of analytics to track and report on the performance of services against agreed KPIs to maximise value for money. The post holder should be a subject matter expert on Institute estates soft services providing high level strategic advice to the Head of Research Environment and the Senior Leadership Team.

The post holder also has responsibility for the delivery of soft service support within the Institute. This involves managing a small team to carry out the facilities maintenance checks, identifying defects and corrective actions , maintain and arrange meeting rooms including AV equipment, the movement of all liquid nitrogen cylinders . The post holder will directly maintain the contracts with soft services suppliers including catering, cleaning, and sanitation.

Given its central position within the research operations ecosystem, the post holder is expected to coordinate closely with other research support functions including finance, facilities maintenance and health & safety to carry out their role.

Main Duties / Key Responsibilities:

Manage directly or via third parties the following services, regularly reviewing options and ensuring cost effectiveness:

• Operational management and responsibility for the day-to-day LMS’ soft services function
• Day-to-day management of facilities advice, maintenance and repair with line management of a team of two facilities assistants
• To support LMS scientific operations in leased spaces across campus, the above functions require liaison with senior laboratory management and estates colleagues from Imperial College London and Imperial NHS Trust
• Operational management of all third-party contractors with respect to high value soft services contracts – catering, security, cleaning, waste; apply a detailed knowledge of MRC financial procedures with respect to equipment maintenance contracts:
• Provide accrual and prepayment information to the finance department as required
• Manage the service reports recording service contract performance against agreed KPIs
• Coordination of safe laboratory access for contractors in concert with the LMS Estates team in accordance with permit to work policy
• Planning and implementation for purchase of furniture and fabric maintenance services and associated contracts:
• Evaluate the relative merits of different suppliers and contractors to secure best value for money e.g. competence of contractors, quality of customer service and price of parts/labour
• Provide advice, background research and pricing investigation to support refurbishment projects
• Apply a detailed knowledge of MRC financial procedures with respect to equipment purchasing including capital projects. Guide Group / Facility Heads accordingly.
• Participate in the capturing of user requirements for new groups joining the LMS – equipment and furniture needs, site preparation

Equality & Diversity

The MRC values the diverse skills and experience of its employees and is committed to achieving equality of treatment for all.Our objectives are that all individuals shall have equal opportunities for employment and advancement on the basis of their skills, aptitudes and abilities.The MRC is committed to the engagement and retention of the best possible talent and to creating an environment that encourages excellence in scientific research through good equalities and diversity leadership and management.

Corporate/Local responsibilities & requirements

The post holder must at all times carry out their responsibilities with due regard to the MRC’s:

• Code of Conduct
• Equality and Diversity policy
• Health and Safety policy
• Data Protection and Security policy

Job descriptions should be reviewed on a regular basis. Any changes should be made and agreed between the post holder and their manager.

The above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.All employees are required to act professionally, co-operatively and flexibly in line with the requirements of the post and the MRC.

Internal asset audits:

Assist internal and external auditors regarding queries on fixed assets, inventory items and condition surveys

With respect to equipment and services, manage the process for groups leaving the LMS e.g.disposal of unwanted equipment, archiving of laboratory data

Placing orders, invoice matching and creation of asset registration forms for submission to the MRC

Manage disposal of all redundant laboratory equipment, in line with MRC and ICL asset disposal policies, in conjunction with the Estates and Health & Safety teams

Any other duties as directed by the Head of Research Environment and commensurate with the grade.

Working relationships:

Line management of the soft services operatives (2 FTE)

Developing and maintaining relationships with key external suppliers of relevant services,

Source of specialist advice and reporting to the Head of Research Environment, Head of Operations and Senior Leadership Team to inform strategic decision making on capital project spend against available budgets

Maintain strong relationships with LMS Facility Managers, Group Heads and equipment users to assist in the identification, purchase, installation and maintenance of equipment.

Collaborate with the other Research Environment functions (H&S, Lab services, estates, sustainability) to ensure installations and refurbishments are planned and carried out successfully

Collaborate closely with the LMS finance team with regard to services tender processes and purchasing, including capital project procurement procedures

Additional information:

Permanent appointment, subject to 6-month probationary period.

Person requirements

Education / Qualifications / Training required (will be assessed from the application form):

Previous work experience required:

• Experience of managing soft services
• Experience of multi-stakeholder projects and management of end user requirements
• Experience of contractor management
• Experience of managing soft services within the healthcare, life sciences or research sectors
• Experience of working in a research laboratory, preferably in biological sciences
• Experienced user of Oracle purchasing systems and asset management

Personal skills/behaviours/qualities:

• Good communication and interpersonal skills, able to engage with people at all levels within the LMS and with external stakeholders
• Good organisational and problem-solving skills
• Ability to manage a team of staff and organise tasks to ensure that service levels are maintained at all times.
• Able to work autonomously with respect to purchasing of equipment and maintenance contracts.
• Knowledge and understanding of the scientific research environment and current pressures on research science.

About Us

UKRI - UK Research and Innovation

UKRI is an organisation that brings together the seven disciplinary research councils, Research England and Innovate UK. Together, we build an independent organisation with a strong voice and vision ensuring the UK maintains its world-leading position in research and innovation.

Supporting some of the world’s most exciting and challenging research projects, we develop and operate some of the most remarkable scientific facilities in the world. We are pushing the frontiers of human knowledge through fundamental research and delivering benefits for UK society and the economy through world-class research, skills and business-led innovation.

More information can be found atwww.ukri.org .

Choosing to come to work at UKRI means that you will have access to a whole host of benefits from a defined benefit pension scheme, excellent holiday entitlement, access to employee shopping/travel discounts and salary sacrifice cycle to work scheme. For more details, visit benefits of working for UKRI .

How we support EDI in the workforce

At UKRI, we believe that everyone has a right to be treated with dignity and respect, and to be provided with equal opportunities to thrive and succeed in an environment that enables them to do so. We also value diversity of thought and experience within inclusive groups, organisations and the wider community. For further information, please visit ‘How we support EDI in the workforce’.

Disability Confident Employer

As users of the disability confident scheme, any candidate who opts into the scheme and best meets the essential criteria, will be shortlisted for interview. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

As part of the pre-employment checks there is a requirement to undergo Baseline Personnel Security Screening. BPSS is a pre-condition of employment and failure to achieve it may mean that the employment offer is rescinded. UKRI reserves the right to run, or re-run, security clearance as required during the course of employment.

About the Team

The Laboratory Institute of Medical Sciences (LMS) is a Medical Research Council funded research institute at the Hammersmith Hospital campus (London W12) of Imperial College London, with around 400 biomedical researchers undertaking multidisciplinary and internationally-competitive science.

The MRC is a great place to work and progress your career, be it in scientific research or the support functions.The MRC is a unique working environment where our researchers are rewarded by world class innovation and collaboration opportunities that the MRC name brings. The MRC is an excellent place to develop yourself further and a range of training & development opportunities will be available to you, including professional registration with the Science Council.

Choosing to come to work at the MRC (part of UKRI) means that you will have access to a whole host of benefits from a defined benefit pension scheme and excellent holiday entitlement to access to employee shopping/travel discounts and salary sacrifice cycle to work scheme, as well as the chance to put the MRC and UKRI on your CV in the future.

Our success is dependent upon our ability to embrace diversity and draw on the skills, understanding and experience of all our people. We welcome applications from all sections of the community irrespective of gender, race, ethnic or national origin, religion or belief, sexual orientation, disability or age. As "Disability Confident" employers, we guarantee to interview all applicants with disabilities who meet the minimum criteria for the vacancy.

UKRI supports research in areas that include animal health, agriculture and food security, and bioscience for health which includes research on animals, genetic modification and stem cell research. Whilst you may not have direct involvement in this type of research, you should consider whether this conflicts with your personal values or beliefs.

We will conduct a full and comprehensive pre-employment check as an essential part of the recruitment process on all individuals that are offered a position with UKRI. This will include a security check and an extreme organisations affiliation check.