Soft Services Manager

The Soft Services Manager role is primarily intended to ensure the high quality and consistent delivery of soft services. The Soft Services Manager will have specific responsibility for the management of certain vendor relationships services across the area, and responsibility for ensuring that the Integrated Facilities Management team is consistent in quality and delivery, solutions and all arrangements around soft services provision. To achieve this, the Soft Services Manager will work very closely with the onsite delivery teams. The Soft Services Manager is expected to seek and identify best practice from across the wider JLL and the FM industry, in order to grow and develop service delivery with the areas of responsibility.
What his job involves:
The Soft Services Manager will work very closely with the QBP Soft Services Lead, the Procurement team and with the onsite delivery teams. Ensuring that both contractual obligations are protected and seeking to identify and deliver best practice and innovation from across the wider JLL and the FM industry, in order to grow and develop the service delivery, to the highest standards, within the areas of responsibility.
Key relationships are built with FMs and OSCs across IFM to identify and deliver continuous service improvements.
The Soft Services Manager will have a key role in driving sustainability within the areas of responsibility.
Overall responsibility for 3 key vendor relationships plus ad hoc vendors.

1. Management of the vendor relationship for Business Services. Service provision includes:
Mail and courier operations
Reprographics
Ownership of copy areas
First line support for printers

2. Management of the vendor relationship for Cleaning, Waste & Recycling. Service provision includes:
Cleaning & housekeeping operations
Periodical cleaning
Waste disposal and recycling services
Various ancillary services under the scope of the contracts, including for example laundry, pest control, which may change from time to time

3. Management of the vendor relationship for Stationery & Office Supplies. Service provision includes:
Core and non-core stationery
Non-standard requests for office equipment, inclusive of ergonomic solutions

The Soft Services Manager is responsible for ensuring that the vendor is managed in line with the IFM vendor management process, and in accordance with contracts, measurable Key Performance Indicators and Service Level Agreements.
In all instances, the Soft Services manager is responsible for working closely with the onsite delivery teams to ensure that:
Full compliance to Environmental Health and Safety regulations is continuously achieved
Services are managed and delivered consistently across the portfolio of sites
New sites are seamlessly mobilised, working closely with the Sourcing Manager
Vendor is managed in line with the IFM (Integrated Facilities Management) vendor management process
Vendor is managed strictly in line with both IFM and client contract, and associated agreed Key Performance Indicators and Service Level Agreements.
Reporting flows through from the vendors to the IFM team in accordance with IFM and client requirements
Budgets and all financial requirements flow through from the vendors to the IFM team in accordance with IFM and client requirements
Key relationships are built with Facility Managers and Office Service Coordinators across the IFM team in order to ensure delivery goals are met

The Soft Services Manager will also be expected to lead in ensuring the consistency and quality of all other Global Real Estate & Facilities offered soft services.
Services/products offered in tea points
Services/products offered in copy areas
Provision of standard products in meeting rooms

Ideally 6 years + exposure in Facilities Management role within a large commercial organization.
Experience of owning facilities contracts and supplier/ contractor management.
Experience of working with quality, environmental and EHS management systems essential
Quality, EHS and environmental related accreditations desirable
Facilities Management industry recognised related qualifications desirable
Educated to degree level or equivalent
Ability to work in collaborative team environment
Vendor/contract management
Decision making / complex problem solving
Excellent verbal & written communication
High level of IT literacy
Strong communication skills
Assertiveness
Practical experience in Soft Services contract delivery
Demonstrate a good working knowledge of soft services

JLL empowers you to shape a brighter way.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented peopleand empowering them tothrive, grow meaningful careers and to find a place where they belong. Whether youve got deep experience in commercial real estate, skilled trades or technology, or youre looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
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