Soft Services Director

Empro Group; London; On-site; GBP 100,000; Full time

Job summary

A leading company in facilities management is seeking a Soft Services Director to ensure the operational excellence of non-technical services across a prestigious commercial portfolio in London. This pivotal role requires a proven leader to develop teams, manage budgets, and foster operational efficiencies while delivering outstanding service quality in a dynamic environment.

Qualifications

• Significant senior-level experience in soft services or facilities management.
• Strong financial acumen with P&L responsibility.
• Demonstrated success in leading client-facing operations.

Responsibilities

• Oversee strategic and operational delivery of soft service functions.
• Lead teams to drive excellence and meet operational targets.
• Maintain operational budgets and stakeholder relationships.

Skills

Leadership

Financial Acumen

Stakeholder Management

Compliance Understanding

Change Management

Job description

Soft Services Director – London
Salary: Up to £100,000 per annum + Benefits
Contract Type: Full-Time, Permanent

An outstanding opportunity has arisen for a proven leader in facilities management to join a well-established and forward-thinking organisation as a Soft Services Director. This pivotal role will oversee the strategic and operational delivery of all non-technical services across a prestigious commercial portfolio in London.

This is a key appointment requiring a commercially astute professional who can drive service excellence, lead high-performing teams, and foster strong stakeholder relationships while ensuring operational and financial targets are consistently met.

Role Overview

As Soft Services Director, you will take overall responsibility for the management, development, and performance of a diverse range of soft service functions. This includes the delivery of front-of-house, customer experience, environmental, and support services—ensuring they align with the client's brand, expectations, and contractual obligations.

Reporting to the Operations or Managing Director, you will work closely with senior internal teams and external partners to implement strategies that improve operational efficiency, drive innovation, and enhance customer satisfaction across the estate.

Key Responsibilities

• Provide strategic leadership and operational oversight across all soft service lines within the commercial portfolio

• Lead, inspire, and mentor site-based and regional teams to foster a culture of excellence, accountability, and continuous development

• Maintain full ownership of operational budgets, financial forecasting, and reporting; ensuring delivery within financial targets

• Develop and maintain robust stakeholder relationships at all levels, acting as a key interface between client leadership and internal service teams

• Ensure compliance with statutory, contractual, and company standards in areas including health & safety, risk management, ESG, and operational policies

• Lead on mobilisation, transformation, and service improvement programmes as required

• Monitor service performance and implement KPIs, SLAs, and quality assurance mechanisms to ensure consistent high-level delivery

Candidate Profile

The ideal candidate will be a credible and commercially focused soft services leader with a proven track record of delivering excellence within a similar scale, multi-site environment—ideally within the commercial real estate, corporate or high-end built environment sectors.

Essential Experience & Competencies:

• Significant senior-level experience in soft services or facilities management, including managing large operational teams across multiple sites

• Strong financial acumen, including experience in P&L responsibility, budgeting, and forecasting

• Demonstrated success in leading client-facing operations and developing long-term stakeholder relationships

• Proven ability to implement change programmes and improve service delivery models in complex environments

• High level of personal integrity, professionalism, and gravitas

• Strong understanding of health & safety, compliance, and industry regulations

• Experience working within a performance-driven, customer-centric culture