Soft Services Manager

Location UAE Dubai Uptown Tower Building

Working Location Category Onsite

About Us

Macro is a recognised global specialist in facilities management, providing cutting-edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions.

We are driven by a commitment to excellence in everything we do. Our values—Drive for Better, Delight Customers, Do What’s Right, and Develop People—shape our culture and guide our decision-making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact.

Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people-focused culture.

About The Role

Join our facilities management team to lead soft services for a new flagship high-rise in Dubai, built to the highest standards.

As Soft Services Manager, you’ll oversee daily service delivery via designated suppliers, ensuring top-tier performance as per contract scope. Reporting to the Soft FM Lead, you’ll coordinate initiatives and programs with your team and stakeholders to meet operational goals.

You’ll work closely with the client to understand their objectives and implement tailored strategies that meet standards and comply with legislation.

This role represents Macro in delivering exceptional service across a complex, multi-disciplinary site.

This is an exciting opportunity to join our facilities management team and oversee a panel of services for a new flagship high-rise building in Dubai, constructed to the highest standards

About You

Main responsibilities will include:

• Drive workplace experience, sustainability, and technology initiatives to the client.
• Manage and deliver soft services (cleaning, waste, pest control, landscaping, concierge, valet).
• Monitor vendor performance against KPIs and SLAs to ensure service quality and compliance.
• Conduct routine site inspections to maintain service standards.
• Coordinate soft FM activities for events and VIP visits.
• Liaise with service providers for contract compliance, renewals, and reporting.
• Enforce health, safety, and environmental standards; lead toolbox talks and risk assessments.
• Respond promptly to tenant and internal stakeholder requests and complaints.
• Prepare daily, weekly, and monthly performance and inspection reports.
• Support budgeting, cost control, and operational planning for soft services.
• Develop and maintain SOPs, checklists, and audit tools for continuous improvement.
• Supervise on-site soft services teams; provide guidance and training.
• Promote effective communication and teamwork among staff and vendors.
• Apply strong knowledge of FM operations, vendor management, and HSE practices.
• Use MS Office and CAFM systems proficiently.
• Demonstrate excellent communication, leadership, and customer service skills.
• Continuously improve helpdesk CAFM efficiency through enhanced processes and methods.
• Liaise regularly with client contacts to confirm reporting needs and refine outputs.
• Perform other reasonable duties as assigned by the line manager.
  
  

• Bachelor’s degree in Facilities Management, Business Administration, or related field.
• Experience in Facilities Management, with few years in a supervisory or assistant manager role within soft services.
• Proven experience managing service providers in premium commercial or mixed-use towers (preferred).
• Strong understanding of FM standards, SLAs/KPIs, and vendor management.
• Excellent communication, reporting, and organizational skills.
• Proficiency in MS Office and CAFM systems (e.g., Maximo, Concept, FSI, etc.).
• Strong relationship-building skills with clients, customers, and service providers.
• Familiarity with data integrity and integration of data-set models within CAFM systems.
• Excellent communication and verbal communication skills.