Manager - Soft Services - 006 - CDU12

Qiddiya Investment Company (QIC) is developing one of the region’s most extensive and diverse asset portfolios, spanning residential communities, hospitality, retail, entertainment, sports, education, healthcare, and staff accommodation. Within this ecosystem, the Staff Accommodation portfolio plays a critical role in supporting Qiddiya’s workforce and includes integrated residential, retail, leisure, and F&B facilities. As the portfolio is expected to expand to approximately 13,000 residential units by 2030, robust and scalable facilities management leadership is crucial to ensure safe, efficient, compliant, and high‑quality living environments.

The Soft Services Manager is responsible for leading, coordinating, and governing the delivery of soft facilities management services within the Staff Accommodation portfolio, ensuring a safe, resident‑focused, and high‑quality living environment across mobilisation, launch, and steady‑state operations.

The role acts as the client‑side owner and integrator for soft services, ensuring that service partners deliver consistent, compliant, and cost‑effective services aligned with approved standards, policies, and performance expectations. Working under the strategic direction of the Facilities Management Senior Manager, the Soft Services Manager translates operational strategy into day‑to‑day service excellence, operational stability, and continuous improvement.

Key Responsibilities:

1. Operational Readiness & Mobilisation

• Own and deliver the soft services readiness plan, covering people, processes, systems, and service partners, aligned with handover, occupancy, and operational milestones.
• Ensure all soft services are fully mobilised and operationally ready for day‑one occupancy and phased handovers.
• Coordinate mobilisation activities across multiple service streams to support scalable future phases.

2. Operating Model & Service Integration

• Establish and embed the soft services operating model across residential, communal, and amenity spaces.
• Ensure effective integration between soft services, hard FM, property management, community operations, and support functions.
• Define service interfaces, escalation paths, and coordination mechanisms to support efficient daily operations.

3. Handover, Acceptance & Commissioning

• Support handover activities to ensure facilities are operationally usable, safe, and resident‑ready, not just technically complete.
• Contribute to acceptance criteria relevant to soft services, hygiene, safety, and resident experience.
• Support defect identification, tracking, and resolution related to resident‑facing areas and amenities.

4. Service Provider Oversight & Performance Management

• Act as the primary point of contact for soft services delivery and performance governance.
• Monitor service delivery against agreed KPIs, service levels, and quality standards.
• Review performance reports, inspections, audits, and corrective action plans.
• Escalate service risks, non‑performance, or compliance issues through defined governance channels.

5. Resident Experience & Community Operations

• Own and maintain resident experience standards, including house rules, service expectations, escalation processes, and communication protocols.
• Oversee community, lifestyle, and engagement initiatives that promote wellbeing, inclusion, and resident satisfaction.
• Ensure services are culturally appropriate, accessible, and responsive to resident needs.

6. Systems, Reporting & Data‑Driven Management

• Ensure effective use of operational systems supporting soft services delivery, reporting, and performance monitoring.
• Review dashboards, analytics, and resident feedback to identify trends, risks, and improvement opportunities.
• Support data‑driven decision‑making and transparency across soft services operations.

7. Launch & Early‑Life Stabilisation

• Lead soft services readiness for launch, ensuring a resident‑first and operationally stable go‑live.
• Manage early‑life operational issues, service tuning, and coordination with service partners.
• Capture lessons learned and embed improvements for future phases and mobilisations.

8. Steady‑State Operations & Continuous Improvement

• Support the Facilities Management Senior Manager in maintaining stable, high‑performing steady‑state operations.
• Identify and implement cost efficiency and value optimisation initiatives across soft services.
• Drive continuous improvement through performance reviews, audits, innovation, and resident feedback.
• Ensure services remain scalable, sustainable, and adaptable as the accommodation portfolio grows.

9. Soft FM Services Oversight (Landscaping, Security, Waste Management, Pest Control ...etc.)

• Provide client‑side oversight and coordination for all soft FM services, including landscaping, security, waste management, pest control, and hygiene‑related services.
• Ensure landscaping services maintain a safe, functional, and visually acceptable environment, supporting resident wellbeing, accessibility, and asset presentation.
• Oversee security service delivery in coordination with FM leadership to ensure a safe, secure, and resident‑appropriate environment, including access control, patrols, incident reporting, and alignment with site rules and community standards.
• Monitor waste management services to ensure effective segregation, collection, storage, and removal, supporting hygiene, sustainability objectives, and regulatory compliance.
• Ensure pest control services are delivered proactively and reactively to maintain a healthy, pest‑free living environment, with effective coordination across cleaning, waste, and landscaping activities.
• Review service performance, inspections, audits, and incident trends across these soft FM services, ensuring timely corrective and preventive actions.
• Coordinate interfaces between landscaping, security, cleaning, waste, and community operations to avoid service gaps or duplication.
• Support the Facilities Management Senior Manager in identifying operational risks, service inefficiencies, and improvement opportunities related to soft FM services.

Requirements:
• Bachelor’s degree in Facilities Management, Engineering, Hospitality Management, Property Management, Business Administration, or relevant experience.
• 8+ years of relevant experience in soft services, facilities management, residential operations, hospitality, or community‑focused environments.
• Demonstrated experience in pre-opening / mobilization / transition for large residential, hospitality, mixed-use, campus, or workforce accommodation assets.
• Proven track record managing Soft FM Operations and outsourcing models with multiple vendors.
• GCC / Saudi experience and working knowledge of local compliance frameworks is a strong advantage.
• Facilities Management or built‑environment–related certification (e.g., IFMA, BIFM, RICS, or equivalent) – desirable.
• Health & Safety or compliance‑related certification (e.g., NEBOSH, IOSH, or equivalent) – desirable.
• Service management or quality certification (e.g., ISO, Six Sigma, Lean, or equivalent) – advantageous.
• (Certifications are preferred but not mandatory and may be substituted by relevant experience.)