Soft Services Lead

**JLL empowers you to shape a brighter way**.

**Principal Accountabilities**
- Overall technical responsibility of facilities soft service delivery and back-up to Hard Services Lead for the hard service delivery
- Manage all soft services and facilities management services, including events support
- Ensure that site soft service documentation is updated as per JLL and client's requirement
- Leading role on people development and site team management
- Support the Operations Manager for successful site technology implementation at Dulwich

**Duties & Responsibilities**
- Service Delivery _
- Responsible for campus facilities soft services operation
- Monitor procedures to ensure client's expectations are conveyed and worked upon
- Ensure compliance with all local statutory regulations
- Assess vendor contracts to ensure best value delivered to the Client
- Initiate a vendor performance review system to measure quality of performance for key vendors on a monthly basis
- Implement and manage safety procedures to ensure the provision of a safe environment
- Participate in emergency response exercises as per client's requirement
- Achieve KPI and SLA targets
- Adhere to College's Safeguarding and all policies stated in the agreement and ensure vendors' compliance
- Oversee a team of Facilities Coordinators and Handyman and attend to first-line complaints regarding soft services and event support
- Achieve contractual KPI and SLA target
- Actively identify and manage sustainability
- Ensure overall customer service satisfaction
- Site Documentation _
- Establish Soft Service Management Procedures for soft services and roll out to site staff, mainly Cleaning, Exterior and Interior Landscaping, Pest Control, Events
- Review and prepare reports for all soft services related matters, including events setup & support
- Primary responsibility for soft services OPEX budget, tracking and reporting planning and provide administrative support to the team
- Manage vendor procurement processes in accordance with agreed client procurement guidelines as well as Jones Lang LaSalle procurement best practices
- Manage all contact vendors to carry out technical audits/maintenance, monitor expiry of contacts and initiate re-procurement for all soft services
- People Management _
- Responsible for the management of the onsite reports e.g. recruitment, performance, assessment, etc
- Actively manage the professional development of all direct reports
- Technology Implementation / Site Improvement _
- Support the operations manager to identify and implement soft services initiatives towards cost/energy savings, work improvements, process, and sustainability, etc

**What We're Looking For**:

- **Experience**: 5 to 7 years of proven experience in facilities management, specifically with a strong focus on soft services delivery.
- **Stakeholder Management**:Exceptional ability to manage diverse stakeholders, building rapport and effectively addressing their needs and concerns.
- **Flexibility**: Willingness and ability to work on a shifting schedule to support operational needs.
- **Onsite Commitment**:Must be able to work 100% onsite.
- **Immediate Availability**:Ready to start as soon as possible.

**Location**:
On-site -Singapore

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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