Soft Services Manager

Location: Greater London

## Soft Services Manager Apply remote type:
On-site locations:
London, GBRtime type:
Full time posted on:
Posted Todayjob requisition :
REQ
518208
** JLL empowers you to shape a brighter way**.Our people at JLL 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.

The Soft Services Manager (SSM) is responsible for managing high standard of operational soft services  across the Royal London Asset Management (RLAM) portfolio. The role ensures consistent, seamless   and efficient standards are maintained, so that customers and their visitors can focus on their core   business.

** Purpose
* * The SSM ensures that the appointed service partners works with the JLL RLAM Property Delivery Team   as a cohesive unit, reflecting RLAM’s vision, ambition and optimising service. The role requires effective   management of these partners to deliver services within the agreed scope and budget, in accordance   with contractual obligations, SLAs and key performance indicators. The SSM will collaborate with all   members of the JLL & RLAM teams    
** Responsibilities
* * Service Partner & Performance Management  
• Develop and implement operational best practices and improvement initiatives.  
• Effectively manage the allocated service partners and their contract performance, including   managing key relationships, monitoring contract administration, and driving operational   improvements; ensuring work output is in line with contractual obligations.  
• Meet regularly with core service partners and ensure Key Performance Indicators (KPIs), Service   Level Agreements (SLAs) and reports are completed promptly and accurately.  
• Ensure all contracts are maintained within the agreed budget and seek alternative ways to   improve customer service and reduce expenditure.  
• Work with RLAM Cost Manager to target efficiency initiatives in supplier service.

** Strategic Leadership & Innovation*
* • Foster and develop relationship between the Property Delivery team, service partners, JLL /   RLAM Procurement, RLAM CX Strategy Director and stakeholders to create unified customer   experience.  
• Serving as a strategic partner to the wider JLL and RLAM teams on all matters related to soft   services excellence.  
• Working with the RLAM CX Strategy Director to developing and executing customer experience   program capabilities for soft services.  
• Seeking innovation initiatives and driving technology adoption through the supply chain.  
• To enhance the capability of existing buildings technology, contributing where required to the   supplier scoping for utilisation of new SMART building technology platforms, and data analysis.
Ensuring RLAM’s suppliers operational activity supports optimum performance, is closely   managed and reported in accordance with building accreditations such as Nabers.  Operational Excellence & Compliance  
• Ensure supplier adherence to building regulations, statutory obligations, legislative compliance,   and best working practice are delivered.  
• Implementing and overseeing a detailed quality assurance framework, including regular audits   and assessments.  
• Lead in environmental soft service management of supplier service partners. Working with JLL   RLAM ESG team to support supplier scoping, services and contracts to support agreed RLAM   RPI strategy and reporting outputs.  
• Soft land newly completed buildings into operations after they have achieved practical   completion.  
• Ensure that any one-off and non-contractual operational tasks fulfilled to high specification within   a dedicated timeframe, to include out of hours services for customer events and special projects.

** Qualifications*
* • Preferably equivalent to a minimum of 10 years’ experience in Soft Services management level.

• Membership of IWFM or AssocRICS and or IOSH  
• National General Certificate in Occupational Safety and Health – accredited by NEBOSH  
• Proven track record of problem solving  
• Ability to communicate technical subjects to non-technical customers and team members  
• Ability to produce service line specific reports  Adept at managing the change process to a diverse group, promoting best practice and strategic advice   where appropriat
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