NAJAM's CV
NAJAM UL
Soft Services Manager
Profile summary
Soft Services Manager | Facilities Management (clean, no adjectives) Multilingual professional with GCC experience and 17 years shaping facilities management and soft services outcomes. Known for expertise in soft service operations, vendor management, and health, safety, and environment compliance. Committed to upholding operational excellence and maintaining service standards across multi-location portfolios.
Career highlights
Soft Services Strategy: Defined soft service strategy and oversaw contracted partners alongside in-house teams while directing health, safety, and environmental practices across all operational areas.
Operations Management: Directed soft service operations across contracted partners and in-house teams while managing indoor and outdoor facade cleaning, pest control, and waste management functions.
Quality and Compliance: Formulated and applied standard operating procedures alongside unannounced site inspections to enforce strict contractor adherence to quality protocols across designated properties.
Professional Certifications: Held multiple professional credentials including ISO 9001:2015, ISO 14001:2015, and OHSAS 18001:2007 to support operational standards and safety compliance.
Key skills
Professional experience
Directs soft service strategy while steering budgetary controls and financial resource allocation. Aligns operational standards with senior management objectives and oversees both contracted partners and in-house teams. Drives health, safety, and environmental practices across all assigned operational areas.
- Retained service excellence standards for continuous improvement through regular stakeholder engagement.
- Introduced solutions for clients to elevate and enrich service standards.
- Monitored and evaluated service providers performance to ensure adherence to agreed standards.
- Enforced PPMs and routine tasks closure within specified parameters by upholding agreed-upon specifications.
Reported to executive leadership while directing soft service operations across contracted partners and in-house teams. Managed multiple functions including indoor and outdoor facade cleaning, pest control, and waste management. Aligned operational activities with company policies and stakeholder standards.
- Formulated and implemented strategies to safeguard fulfillment of performance benchmarks and qualitative goals.
- Resolved major contractor service delivery escalations by taking ownership of swift execution.
Guided soft service operations across presidential and sea properties, directing pest control, cleaning, waste management, facade maintenance, water features, and landscaping service providers. Influenced budget development alongside department leadership while maintaining direct accountability for daily audits, service level compliance, and emergency security liaisons.
- Formulated and applied standard operating procedures alongside unannounced site inspections to enforce strict contractor adherence to quality protocols.
- Assumed head of department duties during absences, acting as an authorized signatory for financial invoices, operational reports, and gate passes.
- Evaluated and dismissed staff entry requests by reviewing gate pass submissions for designated properties.
Shaped operational and administrative strategies across multi-site locations through cross-functional team engagement, defining service level agreements and performance indicators tied to business objectives while facilitating communication between clients and personnel.
- Oversaw budget formulation by preparing quotations and itemising breakdowns for new specifications and tender submissions.
- Enforced personal protective equipment compliance and validated safety inspections by relevant teams prior to task initiation.
- Monitored client service delivery standards and tracked performance reports generated through the computer-aided facilities management system.
- Resolved maintenance issues and offered effective solutions to safeguard hygiene across kitchen and staff spaces through supervision of cleaning processes.
- Oversaw catering arrangements and event logistics during functions by welcoming and guiding guests to designated areas.
- Introduces innovative client solutions to elevate and enrich service standards.
- Retains utmost service excellence standards for continuous operational improvement.
- Steered soft service teams toward shared operational objectives by maintaining adherence to pre-defined performance benchmarks and qualitative goals.
- Resolved major contractor service delivery escalations through direct intervention and swift execution.
- Amplify staff equipment utilisation while validating acquisition of work permits and third-party safety inspections prior to task initiation.
Education
Finance
Certifications
Languages
English · Fluent
Urdu · Native
Punjabi · Native
Hindi · Professional
Arabic · Professional