Soft Service Manager

London, London, United Kingdom UK Research and Innovation Job Description

Soft Services Manager LMS 2754
Salary: £57,813 - £61,420 plus London allowances £5,560 per annum
Band (Grade): MRC 3 | Permanent | Full time | Closing date: 28August 2026

Overall Purpose:

The role of Soft Services Manager is designed provide the Institute scientists with the essential tools required to perform their research.

Primarily, the post holder is responsible for curation of the entire life cycle of the Institute soft services asset portfolio including all furniture, internal fabric and decoration (~£2.5 million) along with provision of security, cleaning, catering, waste and data archiving services. It encompasses strategic planning, procurement, service contracts & maintenance and ultimately recycling/disposal. As such, the role requires a detailed knowledge of the ongoing repair and equipment needs across several operational areas within the Institute as a whole. Management of the portfolio requires the implementation and use of analytics to track and report on the performance of services against agreed KPIs to maximise value for money. The post holder should be a subject matter expert on Institute estates soft services providing high level strategic advice to the Head of Research Environment and the Senior Leadership Team.

The post holder also has responsibility for the delivery of soft service support within the Institute. This involves managing a small team to carry out the facilities maintenance checks, identifying defects and corrective actions, maintain and arrange meeting rooms including AV equipment, the movement of all liquid nitrogen cylinders. The post holder will directly maintain the contracts with soft services suppliers including catering, cleaning, and sanitation.

Given its central position within the research operations ecosystem, the post holder is expected to coordinate closely with other research support functions including finance, facilities maintenance and health & safety to carry out their role.

Main Duties / Key Responsibilities:

Manage directly or via third parties the following services, regularly reviewing options and ensuring cost effectiveness:

• Operational management and responsibility for the day-to-day LMS' soft services function
• Day-to-day management of facilities advice, maintenance and repair with line management of a team of two facilities assistants
• To support LMS scientific operations in leased spaces across campus, the above functions require liaison with senior laboratory management and estates colleagues from Imperial College London and Imperial NHS Trust

Operational management of all third-party contractors with respect to high value soft services contracts - catering, security, cleaning, waste; apply a detailed knowledge of MRC financial procedures with respect to equipment maintenance contracts:

• Provide accrual and prepayment information to the finance department as required
• Manage the service reports recording service contract performance against agreed KPIs
• Coordination of safe laboratory access for contractors in concert with the LMS Estates team in accordance with permit to work policy

Planning and implementation for purchase of furniture and fabric maintenance services and associated contracts:

• Evaluate the relative merits of different suppliers and contractors to secure best value for money e.g. competence of contractors, quality of customer service and price of parts/labour
• Provide advice, background research and pricing investigation to support refurbishment projects
• Apply a detailed knowledge of MRC financial procedures with respect to equipment purchasing including capital projects. Guide Group / Facility Heads accordingly.
• Participate in the capturing of user requirements for new groups joining the LMS - equipment and furniture needs, site preparation

Equality & Diversity

The MRC values the diverse skills and experience of its employees and is committed to achieving equality of treatment for all. Our objectives are that all individuals shall have equal opportunities for employment and advancement on the basis of their skills, aptitudes and abilities. The MRC is committed to the engagement and retention of the best possible talent and to creating an environment that encourages excellence in scientific research through good equalities and diversity leadership and management.

Corporate/Local responsibilities & requirements

The post holder must at all times carry out their responsibilities with due regard to the MRC's:
• Code of Conduct
• Equality and Diversity policy
• Health and Safety policy
• Data Protection and Security policy

Job descriptions should be reviewed on a regular basis. Any changes should be made and agreed between the post holder and their manager.

The above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post. All employees are required to act professionally, co-operatively and flexibly in line with the requirements of the post and the MRC.

Internal asset audits:

• Assist internal and external auditors regarding queries on fixed assets, inventory items and condition surveys
• With respect to equipment and services, manage the process for groups leaving the LMS e.g. disposal of unwanted equipment, archiving of laboratory data
• Placing orders, invoice matching and creation of asset registration forms for submission to the MRC
• Manage disposal of all redundant laboratory equipment, in line with MRC and ICL asset disposal policies, in conjunction with the Estates and Health & Safety teams

Any other duties as directed by the Head of Research Environment and commensurate with the grade.

Working relationships:

Line management of the soft services operatives (2 FTE)

Developing and maintaining relationships with key external suppliers of relevant services,

Source of specialist advice and reporting to the Head of Research Environment, Head of Operations and Senior Leadership Team to inform strategic decision making on capital project spend against available budgets

Maintain strong relationships with LMS Facility Managers, Group Heads and equipment users to assist in the identification, purchase, installation and maintenance of equipment.

Collaborate with the other Research Environment functions (H&S, Lab services, estates, sustainability) to ensure installations and refurbishments are planned and carried out successfully

Collaborate closely with the LMS finance team with regard to services tender processes and purchasing, including capital project procurement procedures

Additional information:

Permanent appointment, subject to 6-month probationary period.

Person requirements

Education / Qualifications / Training required (will be assessed from the application form):

Essential:
• Honours degree or equivalent

Desirable:
• Project management qualification

Previous work experience required:

Essential:
• Experience of managing soft services
• Experience of multi-stakeholder projects and management of end user requirements
• Experience of contractor management
• Previous line management experience

Desirable:
• Experience of managing soft services within the healthcare, life sciences or research sectors