Job Description

The National Soft Services Lead is accountable for the end‑to‑end delivery of cleaning and concierge services across Australia, ensuring a consistent, high‑quality service model that enhances workplace experience and drives long‑term value. The role holds full Operational, Financial, People and HSEQR accountability, including P&L ownership, and is responsible for embedding ISS Global best practice across a diverse national portfolio. This position plays a critical leadership role within the Account Senior Leadership Team and is central to shaping a safe, compliant, customer‑centric service environment.

Success Criteria

• Full compliance with all safety, statutory and regulatory obligations.
• Reliable, high‑quality delivery of all soft services nationally.
• Achievement of all financial targets and internal budget requirements.
• Successful delivery of all contract KPIs, KVIs and SLAs.
• Strong stakeholder engagement and positive feedback across ISS teams and partner organisations.
• Positive results across all operational areas.
• Effective collaboration with senior stakeholders

Key Areas of Collaboration & Influence

• ISS and Account Senior Leadership Team.
• Finance, HSEQ, People & Culture, Operations Performance and other business support functions.
• Vendor partners delivering cleaning and soft services.
• Senior stakeholders across property, workplace experience and project environments.

Experience & Traits

• Minimum 5 years’ operational leadership experience across major multi‑service FM contracts.
• Cleaning Services SME capability is essential.
• Demonstrated ability to lead multidisciplinary teams and complex supply chains.
• Strong commercial acumen, analytical capability and organisational discipline.
• Excellent communication skills with a proactive, resilient, customer‑focused mindset.
• Ability to navigate complex stakeholder environments and organisational dynamics.