Facility Manager - Soft Services

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. This position is based out of client site of JLL. Scheduled Weekly Hours: 48.

Responsibilities

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; Develop, implement, and maintain comprehensive service charters and service level agreements for all soft service functions; Monitor and report on SLAs and 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; 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; 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; 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; 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; 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; 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

Requirements

Graduate degree in Hotel Management, Hospitality Management, or related field; 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; 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; 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; Awareness and understanding of various operational reports and performance metrics; Support for innovation culture and continuous improvement mindset; Flexibility to adapt to changing business needs and requirements; Willingness to be available for operational emergencies

Nice to have

Professional certifications in Facilities Management; Experience in managing multi-site or large-scale facility operations