Soft Services Manager

Jones Lang LaSalle Incorporated; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

Jones Lang LaSalle Incorporated is seeking a Soft Services Manager to ensure high-quality, consistent delivery of soft services across the IFM portfolio. You will manage key vendor relationships and drive improvements in collaboration with on-site teams.

The role requires 6+ years in facilities management, experience with contracts, and strong EHS knowledge. A degree or equivalent is expected, along with excellent communication and IT skills.

Qualifications

• Minimum 6 years plus exposure in a Facilities Management role within a large commercial organisation.
• Experience owning facilities contracts and supplier/contract management.
• Experience with quality, environmental and EHS management systems is essential; related accreditations are desirable.
• Educated to degree level or equivalent.
• Ability to work in a collaborative team environment and engage stakeholders at all levels.
• Strong verbal and written communication, assertiveness and IT literacy.

Responsibilities

• Oversee soft services delivery across multiple vendor relationships (Business Services, Cleaning, Waste & Recycling, Stationery & Office Supplies).
• Ensure compliance with IFM vendor management processes, contracts, KPIs and SLAs.
• Lead in sustainability initiatives within areas of responsibility.
• Collaborate with on-site delivery teams to protect contractual obligations and drive continuous service improvements.
• Build key relationships with Facility Managers and Office Service Coordinators to meet delivery goals.
• Champion standard soft services provision across Global Real Estate & Facilities.

Skills

Facilities management

Contract management

Quality & EHS systems

Communication (verbal & written)

Team collaboration

Decision making & problem solving

IT literacy

Vendor/contract management

Education

Degree or equivalent

Job description

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 FM's and OSC's 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.
  • 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
  • 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
  • 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
• Every day is different, and in all these activities, we'd encourage you to show your ingenuity.
• 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

• 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 people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

• We're JLL. We're a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate. If you're looking to step up your career, JLL is the perfect professional home. At JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You'll also make long-lasting professional connections through sharing different perspectives, and you'll be inspired by the best. We're focused on opportunity and want to help you make the most of yours. Achieve your ambitions - join us at JLL!, Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

What you can expect from us

• You’ll join an entrepreneurial, inclusive culture. One where we succeed together - across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
• Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay. We'll offer you a competitive salary and benefits package.
• Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where JLL can take you...