Reports to:
Regional / Operations Contract Manager
Direct Reports:
Site Operations Manager, Supervisory & Admin Structure
Role Purpose
The Soft Services Manager has full accountability for the overall performance of the soft services contract on a large, dynamic acute hospital site. This role is client‑facing and strategic, with responsibility for contract governance, service assurance, continuous improvement, and stakeholder management, while overseeing operational delivery through the Site Operations Manager.
The role requires the ability to manage multiple service streams simultaneously, including Contract Cleaning, Window Cleaning, Waste Management, General Facilities Support, Car Park Management, Locker Management, and Event / Room Moves & Set‑Up Support, within a highly regulated healthcare environment.
Key Responsibilities
Client, Contract & Strategic Leadership
Act as the primary senior point of contact for hospital stakeholders and client representatives.
Lead all contract governance, ensuring full compliance with SLAs, KPIs, service specifications and reporting requirements.
Chair and lead operational, performance and strategic review meetings, ensuring actions are tracked and closed out.
Prepare and present monthly and quarterly performance reports, including service performance, audits, risks, innovations and improvement plans.
Develop and deliver a continuous improvement and innovation roadmap for the site in line with healthcare best practice.
Service Assurance & Compliance
Ensure all services operate in line with HIQA standards, JCI accreditation requirements, HSE policies and hospital‑specific procedures.
Oversee audit readiness, including internal audits, independent inspections and client audits, ensuring non‑conformances are addressed promptly.
Ensure robust infection prevention & control (IPC), health & safety and risk management frameworks are embedded across all service lines.
Leadership & Oversight
Provide leadership, coaching and direction to the Site Operations Manager, ensuring strong operational control and staff engagement.
Promote a high‑performance, accountable culture aligned to Derrycourt values.
Support workforce planning, succession planning and capability development across the management and supervisory structure.
Commercial & Contract Management
Maintain oversight of contract budgets, payroll, consumables and resource planning.
Identify and support opportunities for service enhancements, efficiencies and value‑add initiatives where appropriate.
Experience & Skills Required
Minimum 5 years’ senior management experience, ideally within facilities management, cleaning or healthcare environments.
Proven experience managing complex, multi‑service contracts in fast‑paced, highly regulated environments.
Demonstrable understanding of HIQA and JCI standards (healthcare experience advantageous but not essential).
Strong client‑facing, negotiation and stakeholder management skills.
Excellent planning, reporting, governance and problem‑solving capability.
Strong IT literacy (reporting, KPIs, Excel, Word, Outlook).
Strategic leadership
Client relationship management
Risk and compliance management
Decisive, calm leadership under pressure
Derrycourt is an Equal Opportunities Employer
