To provide strategic leadership and end-to-end operational oversight of soft services across retail and facilities management portfolios, ensuring consistently high standards of service delivery, customer experience, and compliance.
The role drives service excellence, operational efficiency, and cost optimization while leading high-performing teams, strengthening governance, and aligning soft services operations with organizational objectives, brand standards, and industry best practices.
Roles, Responsibilities, Duties:
Strategic Leadership & Governance
- Provide strategic leadership and full accountability for soft services operations across retail and facilities management portfolios.
- Define and implement service strategies, operating models, policies, and performance frameworks aligned with organizational goals, retail brand requirements, and industry best practices.
- Ensure effective governance, risk management, and service integration across all soft services functions.
Service Excellence & Customer Experience
- Ensure consistent delivery of high-quality, customer-focused soft services, including cleaning, housekeeping, waste management, pest control, landscaping coordination, concierge, and front-of-house services.
- Drive continuous improvement initiatives to enhance service quality, customer satisfaction, and asset presentation in retail environments.
- Monitor, evaluate, and improve service performance through audits, inspections, customer feedback, and KPI management to ensure full compliance with SLAs.
People Leadership & Capability Development
- Lead, mentor, and develop high-performing, multi-site teams, fostering a culture of accountability, service excellence, and continuous improvement.
- Oversee workforce planning, productivity management, training, and talent development.
- Ensure compliance with labor laws, company HR policies, and employee engagement and well-being initiatives.
Financial & Commercial Management
- Manage operational budgets, optimize costs, and allocate resources to achieve financial targets while maintaining service excellence.
- Oversee vendor and contract performance, ensuring value for money, compliance, and continuous service improvement.
- Support commercial initiatives, including new site mobilization, service transitions, and contribution to bids and proposals.
Compliance, Risk & Reporting
- Ensure compliance with HSE, sustainability, regulatory, and organizational standards across all soft services operations.
- Identify operational risks, implement mitigation strategies, and ensure that corrective and preventive actions are executed effectively.
- Prepare and present accurate performance reports, dashboards, and strategic insights to senior management and clients.
Occupational and workplace Health and Safety responsibilities:
- In addition to all job specific responsibilities, all employees are required to adhere to all Khidmah health, safety and environmental (HSE) policies, procedures, practices, and relevant legal and statutory health, safety and environmental requirements and obligations. All employees are personally responsible to familiarize themselves with these policies, procedures, practices, updates, etc. Khidmah HSE department regularly updates existing and introduce new policies, procedures and practices and each employee is personally responsible to ensure they stay updated and compliant with all such updates and new additions.
Information Security responsibilities:
- Comply with Khidmah Information Security Policies
- Be aware of and fulfil their information security responsibilities
- Ensure whoever handles sensitive company information have taken the Security Awareness Training
- Know how to report a security incident (to IT ServiceDesk or InfoSec).
- Not Disable his/her OS firewall and/or Antivirus
- Restrict use to authorized purposes, Protect access accounts, privileges and associated passwords.
- Accept accountability of his/her individual user accounts, and maintain confidentiality
Education & Qualification:
- Bachelor's degree in Facilities Management, Hospitality Management, Business Administration, or a related field.
- Recognized professional certification in Facilities Management or Service Excellence (e.g., IFMA, IWFM, BIFM, or equivalent) is preferred.
Experience and Skills:
Industry Experience :
- Experience in Retail and facility Management.
Position/functional experience :
- 5+ years in a senior leadership role managing multi-site soft services operations within FM or retail portfolios.
