Soft Services Operations Manager

Strachan and Kemp Facilities Services; Milton; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Company vehicle

Company phone

Laptop provided

Pension

Training & development

Career growth

Job summary

Strachan & Kemp Facilities Services is seeking an experienced Soft Services Operation Manager to oversee daily delivery of commercial cleaning across multiple sites in Scotland. You will lead supervisors and operatives, manage staffing, training, site audits, and ensure contracts meet specifications and budgets.

This hands-on role requires strong people management, client-facing skills, and the ability to drive profitability while maintaining service excellence.

Qualifications

• Experience in cleaning/soft services operations management.
• Strong people management and leadership skills.
• Experience managing multiple locations and contracts.
• Excellent client-facing and communication abilities.
• Good IT and administrative skills.

Responsibilities

• Manage day-to-day delivery of cleaning contracts across multiple client sites.
• Lead and develop cleaning supervisors and operatives.
• Ensure staffing levels, cover holidays and attendance.
• Recruit, induct and train new cleaning personnel.
• Carry out site inspections, audits and quality checks.
• Maintain COSHH compliance and safety procedures.
• Manage budgets and contract profitability.

Skills

People management

Leadership

Client-facing

Communication

IT skills

Driving licence

Tools

COSHH

Job description

Soft Services Operation Manager

Strachan & Kemp Facilities Services

Location: East Kilbride / Mobile across Scotland

Employment: Full-time, Permanent

Salary: DOE £35,000–£40,000

About Strachan & Kemp

Strachan & Kemp Facilities Services is a growing facilities management company delivering hard and soft FM services to commercial clients across the UK.

As our cleaning portfolio continues to grow, we are looking to appoint an experienced Operation Manager to take operational responsibility for the delivery and development of our commercial cleaning services.

This is a hands‑on management position requiring someone who can manage people, clients and service delivery while ensuring contracts are operated efficiently and profitably.

The Role

The Operation Manager will be responsible for the day-to-day management of our cleaning contracts, cleaning operatives, and supervisors, ensuring consistently high standards across our client portfolio.

You will act as the principal operational contact for cleaning services and will be responsible for maintaining service standards, managing staffing levels, carrying out site audits and ensuring each contract is delivered in accordance with its specification and budget.

The role will involve regular travel between client sites and will suit someone who is comfortable working independently and taking ownership of their portfolio.

Key Responsibilities

• Manage the day-to-day delivery of commercial cleaning contracts across multiple client sites.
• Lead, support and manage cleaning supervisors and cleaning operatives.
• Ensure all sites are appropriately staffed and arrange cover for holidays, sickness and absence.
• Recruit, induct and train new cleaning personnel as required.
• Carry out regular site inspections, cleaning audits and quality checks.
• Ensure cleaning standards meet contractual specifications and client expectations.
• Build strong relationships with clients and act as the primary point of contact for operational cleaning matters.
• Respond quickly and professionally to service issues, complaints and requests.
• Manage employee performance, attendance, conduct and standards in conjunction with the wider management and HR functions.
• Monitor labour hours and contract expenditure to ensure contracts remain commercially viable.
• Identify excessive labour, overtime, material usage and other areas affecting contract profitability.
• Manage cleaning materials, consumables, equipment and stock levels.
• Ensure COSHH requirements, risk assessments, safe systems of work and company Health & Safety procedures are followed.
• Maintain accurate operational and compliance records.
• Support mobilisation of new cleaning contracts, including recruitment, equipment, materials, site set-up and employee inductions.
• Assist with TUPE mobilisation and employee transition where applicable.
• Identify opportunities for additional services and support the continued growth of the cleaning division.
• Work closely with the Service Desk, Operations and senior management teams to ensure effective delivery across the wider FM operation.

About You

We are looking for an experienced cleaning professional with a strong operational background who is comfortable managing multiple commercial sites and teams.

You should have:

• Previous experience in a Cleaning Manager, Area Cleaning Manager, Contract Manager or experience within management of cleaning or soft services operations.
• Experience managing commercial cleaning contracts across multiple locations.
• Strong people‑management and leadership skills.
• Experience managing absence, holidays, recruitment and employee performance.
• A strong understanding of cleaning standards, equipment, chemicals and COSHH.
• Experience carrying out cleaning audits and quality inspections.
• Good commercial awareness, particularly around labour utilisation and contract profitability.
• Strong client‑facing and communication skills.
• The ability to manage competing priorities and resolve operational problems quickly.
• Good IT and administrative skills.
• A full UK driving licence.

Experience within facilities management and knowledge of TUPE would be advantageous.

What We’re Looking For

This position requires more than simply maintaining cleaning standards.

We are looking for someone who will take ownership of the cleaning operation, someone who understands that excellent service depends on having the right people in the right places, strong supervision, regular auditing, effective communication and good commercial control.

You will be joining a growing business where there is genuine opportunity to develop the cleaning operation as our client portfolio continues to expand.

What We Offer

• Competitive salary based on experience.
• Company vehicle
• Company phone and laptop.
• Pension.
• Ongoing training and development.
• Support from an established operational and management team.
• Career development opportunities within a growing facilities management group.

Strachan & Kemp Commercial Services Ltd is an equal opportunities employer.