Soft Services Manager

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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.   

What this job involves:

As a Soft Services Manager at JLL, you will work closely with the JLL Account Lead & Workplace Experience Team to create and deliver the best workplace & exceptional experiences at client sites while being accountable for anticipating client needs and delivering to outperform on key performance indicators within the contract and building financial plans to exceed revenue and profitability.

This strategic client management role combines operational excellence with relationship leadership, requiring you to create and manage high performing Facilities/Soft Services teams that deliver operational excellence while keeping team members engaged and thriving, understanding the firm's strategy and goals to translate those into business opportunities while ensuring all contract deliverables are met or exceeded including operational uptime, cost savings initiatives, energy consumption reduction initiatives, and service improvements.

You will play a crucial role in JLL's commitment to exceptional workplace experiences by providing strategic Client Relationship Management, building high performing teams through continuous improvement and innovation, driving Operations & Compliance Performance across all JLL-managed properties, and effectively managing communications across regions while delivering client satisfaction that exceeds expectations.

What your day-to-day will look like:

• Provide strategic Client Relationship Management by partnering with JLL Global Director and Leadership team to develop account's IFM strategic operating plan

• Build and manage high performing teams by fostering continuous improvement culture and leveraging business intelligence for service delivery efficiencies

• Drive Operations & Compliance Performance by managing all Client regional workplace experiences and facilities services activities

• Oversee regional continuous improvement initiatives while supporting account and departmental strategic planning

• Effectively manage communications across regions between team and Client contacts, particularly during service outages and facilities gaps

• Proactively develop and manage relationships with client's Workplace Experience team to exceed service delivery expectations

• Drive annual plans to deliver high quality results while becoming reference for best-in-class service delivery

• Work with Concierge and Events teams to ensure consistent delivery across all JLL services while recommending workplace asset improvements.

Required Qualifications:

• 10+ years' experience in facility and operations leadership with responsibility for leading high-performing teams in service environments

• Degree in Facility Management, Business Administration, Finance, Project Management, Engineering or similar field with advanced Workplace Experience knowledge

• Knowledge of commercial real estate, project management and real estate finance fundamentals

• Accomplished thought leader with successful track record delivering strategic operating plans through leading practices and performance standards

• Exemplary Client Relationship Management skills managing up & down within high-performing JLL and Client organizations

• Strong team builder who motivates, develops and challenges team members to maximize potential

• Proven time management and delegation skills with ability to manage multiple priorities in fast-paced, matrixed environments

• Credible, impactful communicator operating with "no surprise" approach and preparing succinct executive communication updates.

Preferred Qualifications:

• Strong analytical ability, judgment, problem-solving and crisis management skills with ability to assess situations and execute solutions

• Excellent interpersonal and relationship building skills with technical proficiency in basic computer applications

• Experience with workplace asset replacement/refurbishment works and lifecycle management

• Understanding of OH&S, environment and risk management policies and procedures

• Background in revenue generation and cross-functional resource engagement for business growth

• Knowledge of Facilities Management industry best practices and tactical application

• Experience with root cause analysis and service delivery failure prevention

• Familiarity with performance specifications and contract compliance management.

Location: On-site

What you can expect from us:

• JLL supports the Whole You, personally and professionally with professional growth, flexibility, and personalized benefits

• You'll join an entrepreneurial, inclusive culture where we succeed together – across the desk and around the globe

• Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay

• Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you.

At JLL, we are committed to hiring the best, most talented people in our industry and supporting them through professional growth, flexibility, and personalized benefits. We empower you to shape a brighter way forward so you can thrive professionally and personally. Our people are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

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If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements.  We're interested in getting to know you and what you bring to the table

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