Facility Manager - Soft Services

Jones Lang LaSalle Incorporated; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Jones Lang LaSalle Incorporated is seeking a Facility Manager – Soft Services to oversee soft facilities, including housekeeping, security, catering, and other support services, on a large campus setup in Pune. The role acts as SPOC for service providers and internal teams, ensuring SLA adherence and budget compliance.

The ideal candidate has 8+ years of experience in managing soft service functions within IT/ITES or large corporate facilities, with strong vendor relationships and leadership

Qualifications

• Education: Graduate degree in Hotel Management or related field.
• Professional certifications in Facilities Management preferred.
• 8+ years of progressive experience in soft service management.
• Proven vendor management and multi-site operation experience.

Responsibilities

• Oversee delivery of all soft services across in-house and contracted teams.
• Develop and monitor SLAs and KPIs; conduct regular reviews.
• Track budgets and optimize costs without compromising quality.
• Ensure statutory compliance and documentation.
• Lead on-site team performance and development.
• Report operations data and engage with clients as SPOC.

Skills

Soft services

Vendor management

SLA/KPI management

Budget management

Communication

Leadership

Education

Graduate degree in Hotel Management

Facilities Management certification (preferred)

Tools

FM software

Job description

Position Title

Facility Manager – Soft Services

Location

Hinjewadi - Pune

Position Summary

The Facility Manager – Soft Services is responsible for overseeing and managing all soft facilities management services to ensure consistent delivery of high-quality services aligned with organizational standards and client expectations. This role serves as the primary point of contact for all soft service functions and contracted service providers, ensuring compliance with service level agreements, statutory requirements, and budget parameters while driving continuous improvement initiatives.

Key Responsibilities

• Service Delivery Management
  • Ensure delivery of all soft services (housekeeping, waste management, pest control, landscaping, security, catering, reception, and other support services) aligns with the established maintenance strategy for both in-house and contracted services
  • Oversee quality and standards of soft facilities management services according to established guidelines and best practices
  • Act as Single Point of Contact (SPOC) for all soft service functions and contracted service providers on a day-to-day basis
  • Ensure effective communication and collaboration between internal teams, service partners, and contractors
• SLA / KPI Management
  • Develop, implement, and maintain comprehensive service charters and service level agreements for all soft service functions
  • Monitor and report on SLAs and Key Performance Indicators (KPIs) regularly to internal stakeholders and external service providers
  • Track risks and rewards mechanisms associated with service delivery performance
  • Conduct regular service reviews and audits to ensure compliance with agreed service standards
• Financial Management
  • Track and report financial performance of all soft service contracts and operations
  • Ensure services are delivered within agreed budgets while maintaining quality standards
  • Identify cost optimization opportunities without compromising service quality
  • Review and approve invoices and payment schedules for contracted services
• Statutory Compliance
  • Own and manage the departmental statutory compliance plan to achieve and maintain legal compliance status
  • Ensure all soft service operations comply with relevant local, state, and national regulations
  • Maintain updated documentation and records for audit and compliance purposes
  • Coordinate with relevant authorities for inspections, renewals, and statutory submissions
• Continuous Improvement & Innovation
  • Review existing soft service operations and develop initiatives to enhance service delivery
  • Drive rationalization efforts to optimize performance and improve customer satisfaction
  • Support and promote innovation culture within the team and service partner ecosystem
  • Implement best practices and industry benchmarks to elevate service standards
• People Management & Leadership
  • Lead, manage, and develop the on-site soft services team
  • Conduct regular team meetings, training sessions, and performance reviews
  • Foster a collaborative and high-performance team culture
  • Mentor team members to enhance their skills and capabilities
• Reporting & Documentation
  • Prepare and present regular operational reports, performance dashboards, and management presentations
  • Maintain comprehensive documentation of all soft service activities, contracts, and performance metrics
  • Ensure timely escalation of critical issues to senior management
• Client Engagement
  • Build and maintain strong relationships with internal clients and stakeholders
  • Address client concerns and feedback promptly and professionally
  • Conduct regular client satisfaction surveys and implement improvement actions based on feedback

Qualifications & Experience

• Education: Graduate degree in Hotel Management, Hospitality Management, or related field
• Professional certifications in Facilities Management (preferred)
• Experience: Minimum 8+ years of progressive experience in managing soft service functions within IT/ITES organizations or large corporate facilities
• Proven track record in vendor management and service delivery excellence
• Experience in managing multi-site or large-scale facility operations (preferred)

Skills & Competencies

• Technical Skills
  • Strong understanding of soft services operations including housekeeping, security, catering, waste management, and support services
  • Proficiency in SLA development, monitoring, and performance management
  • Knowledge of statutory compliance requirements related to facilities management
  • Familiarity with facility management software and reporting tools
  • Budget management and financial tracking capabilities
• Behavioral Skills
  • Excellent communication and interpersonal skills
  • Strong client engagement and relationship management abilities
  • Leadership skills with proven people management experience
  • Problem-solving and decision-making capabilities
  • Attention to detail and quality orientation
  • Ability to work under pressure and manage multiple priorities

Other Requirements

• Awareness and understanding of various operational reports and performance metrics
• Support for innovation culture and continuous improvement mindsetFlexibility to adapt to changing business needs and requirements
• Willingness to be available for operational emergencies

Additional Information

This position is based out of client site of JLL Location: On-site –Pune, MH Scheduled Weekly Hours: 48

Equal Opportunity Employer

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [e-mail]. This email is only to request an accommodation.

Company Overview

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 endeavor 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. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement. For additional details please see our career site pages for each country.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated.