Soft Services Manager

www.findapprenticeship.service.gov.uk - Jobboard; Glasgow; On-site; GBP 30,000 - 45,000; Full time

Job summary

A government department is seeking a Facilities Management professional to oversee cleaning services and performance management. The role includes supporting the operational delivery, developing corrective actions, and ensuring compliance with health and safety obligations. Strong relationship management skills and experience in supplier oversight are essential. This is an opportunity to contribute to government property management initiatives in Glasgow.

Responsibilities

• Support delivery of Soft Facilities Management Cleaning services.
• Oversee operational management and delivery of cleaning services.
• Develop corrective actions to improve performance.
• Review Management Information and identify service gaps.
• Support performance audits against contractual obligations.
• Manage and coordinate the Integrator CAFM system.

Job description

For jobs located in Wales, the ability to speak Welsh is desirable.

The Department for Work and Pensions (DWP) is one of the government’s largest public service departments, serving over 20 million citizens with a sizeable annual budget.

The estate spans 1.4 million square metres across 800+ sites and supports around 78,000 colleagues.

Our vision includes DWP colleagues, supply chain, partners, and, most fundamentally, the customers the Department exists to serve. They are the reason for our existence.

We are responsible for the day-to-day operation of our vast estate by managing a private sector supply chain that delivers essential services such as Security Guarding, Maintenance, Property and Leasehold Management, Construction, Cleaning, and Facilities Management.

DWP Estates is not just about maintaining buildings — it’s about transformation. Our strategic goals include:

• Transitioning to a smaller, more affordable, and adaptable estate to meet future needs
• Investing in infrastructure through planned replacement works
• Embedding sustainability in line with Government Greening Commitments (GGCs)
• Delivering cost-effective services while maintaining high standards
• Creating a professional, best-in-class working culture across the Government Property profession

Our Estates strategy ambitions have been refreshed to take us through to 2030:

• OPTIMISE: Continue to transition to a more affordable and adaptable DWP estate that creates productive environments

• INVEST: Invest in an improved environment that better meets the needs of customers and colleagues and minimises service disruption

• SUPPORT: Support the drive for sustainability throughout DWP

• DELIVER: Deliver expert, cost-effective services for DWP

• THRIVE: Continue to develop a working culture for DWP Estates that is best in class across government

There is no better time to join the award-winning DWP Estates team.

This role will represent DWP Estates as the intelligent client against agreed performance metrics and will foster a collaborative relationship to drive innovation and identify improvement opportunities.

Key Accountabilities

Performance and Governance

• Reporting into the Head of Soft FM Services, this role will support the overall delivery of Soft Facilities Management Cleaning services and supplies to the estate
• Supporting the operational management and delivery of cleaning services via the TFM supplier(s)
• Overseeing the development of corrective actions to improve performance, working closely with DWP Category Management (Commercial team), Service Manager, and Supply Chain Management Team on issues that require commercial input or escalation, as well as working with DWP Estates’ H&S teams and Operations for operational insights
• Reviewing Management Information with the Supply Chain Manager, identifying gaps in service, and developing corrective actions with Facilities Management
• Working with the DWP Estates’ Performance & Audit team to develop a performance framework aligned with contractual obligations and KPIs
• Supporting performance audits against contractual obligations
• Managing and coordinating the Integrator CAFM system and related supplier systems

Relationship management

• Supporting the supplier/client relationship across estates stakeholders, translating business requirements into services, and supporting DWP Category Management in overseeing contractual relationships
• Ensuring effective embedding of the Estates Control Framework and End-to-End processes, and monitoring supply chain performance and relationship health
• Ensuring the Supplier Partner delivers desired outcomes and service quality
• Representing the SME (Head of Soft FM Services) to ensure quality delivery, service excellence, innovation, and continuous improvement
• Managing cleaning-related queries, issues, audits, and performance concerns, and implementing data-driven improvements
• Collaborating across government departments to identify best practices

Strategy

• Supporting the development and implementation of the DWP Estates’ Supply Chain performance management framework and category strategy
• Understanding and supporting the implementation of supplier category strategies

Health & Safety

• Supporting information requests related to personal injury claims involving the supplier partner
• Monitoring supplier compliance with health and safety obligations and reporting corrective actions as necessary