Soft Services Lead

JLL supports the Whole You, personally and professionally.
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.
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.