Soft Services Manager

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The Soft Services Manager role is primarily intended to ensure the high quality and consistent delivery of soft services. The Soft Services Manager will have specific responsibility for the management of certain vendor relationships services across the area, and responsibility for ensuring that the Integrated Facilities Management team is consistent in quality and delivery, solutions and all arrangements around soft services provision.

To achieve this, the Soft Services Manager will work very closely with the onsite delivery teams. The Soft Services Manager is expected to seek and identify best practice from across the wider JLL and the FM industry, in order to grow and develop service delivery with the areas of responsibility.

The Soft Services Manager will work very closely with the QBP Soft Services Lead, the Procurement team and with the onsite delivery teams. Ensuring that both contractual obligations are protected and seeking to identify and deliver best practice and innovation from across the wider JLL and the FM industry, in order to grow and develop the service delivery, to the highest standards, within the areas of responsibility.

Key relationships are built with FM’s and OSC’s across IFM to identify and deliver continuous service improvements. The Soft Services Manager will have a key role in driving sustainability within the areas of responsibility. Overall responsibility for 3 key vendor relationships plus ad hoc vendors.

• Management of the vendor relationship for Business Services. Service provision includes:
  • Mail and courier operations
  • Reprographics
  • Ownership of copy areas
  • First line support for printers
• Management of the vendor relationship for Cleaning, Waste & Recycling. Service provision includes:
  • Cleaning & housekeeping operations
  • Periodical cleaning
  • Waste disposal and recycling services
  • Various ancillary services under the scope of the contracts, including for example laundry, pest control, which may change from time to time
• Management of the vendor relationship for Stationery & Office Supplies. Service provision includes:
  • Core and non-core stationery
  • Non-standard requests for office equipment, inclusive of ergonomic solutions

The Soft Services Manager is responsible for ensuring that the vendor is managed in line with the IFM vendor management process, and in accordance with contracts, measurable Key Performance Indicators and Service Level Agreements. In all instances, the Soft…