Soft Services Manager

JLL supports the Whole You, personally and professionally.
**What this job involves**:
As a Soft Services Manager at JLL, you'll ensure high-quality and consistent delivery of soft services across our Integrated Facilities Management operations while managing critical vendor relationships that directly impact client satisfaction and operational excellence. This strategic role requires you to work closely with QBP Soft Services Lead, Procurement teams, and onsite delivery teams to protect contractual obligations while identifying and delivering best practices and innovations from across JLL and the FM industry. You'll have overall responsibility for three key vendor relationships including Business Services, Cleaning/Waste & Recycling, and Stationery & Office Supplies, ensuring all services are managed according to IFM vendor management processes and compliance standards. This position offers the opportunity to drive sustainability initiatives, lead continuous service improvements, and build key relationships with Facility Managers and Office Service Coordinators across the IFM portfolio. By joining our collaborative team, you'll contribute directly to JLL's reputation for operational excellence while advancing your career in a dynamic environment that values innovation, quality delivery, and professional growth within the facilities management industry.
**What your day-to-day will look like**:
Manage three key vendor relationships for Business Services (mail/courier operations, reprographics, copy areas), Cleaning/Waste & Recycling, and Stationery & Office Supplies while ensuring compliance with IFM vendor management processes
Work closely with onsite delivery teams to ensure full compliance with Environmental Health and Safety regulations while managing services consistently across the portfolio of sites
Build key relationships with Facility Managers and Office Service Coordinators across IFM to identify and deliver continuous service improvements while meeting delivery goals
Ensure vendors are managed in accordance with contracts, Key Performance Indicators, and Service Level Agreements while overseeing reporting flows and budget requirements
Lead seamless mobilization of new sites in collaboration with Sourcing Manager while ensuring vendor management aligns with both IFM and client contract requirements
Drive sustainability initiatives within areas of responsibility while ensuring consistency and quality of global soft services including tea points, copy areas, and meeting room provisions
Identify and implement best practices and innovations from across JLL and the FM industry to continuously grow and develop service delivery standards.
**Required Qualifications**:
Minimum 6 years of experience in Facilities Management role within large commercial organizations
Proven experience owning facilities contracts and managing suppliers/contractors effectively
Experience working with quality, environmental, and EHS management systems
Bachelor's degree or equivalent educational background
Strong vendor/contract management skills with demonstrated decision-making and complex problem-solving abilities
Excellent verbal and written communication skills with high level of IT literacy
Practical experience in soft services contract delivery with good working knowledge of soft services operations.
**Preferred Qualifications**:
Quality, EHS, and environmental related accreditations or certifications
Facilities Management industry recognized qualifications (BIFM, FMP, CFM, or similar)
Experience driving sustainability initiatives within facilities management operations
Background in managing multiple vendor relationships simultaneously across diverse service categories
Knowledge of IFM (Integrated Facilities Management) processes and best practices
Experience with budget management and financial oversight of vendor contracts
Understanding of compliance requirements and regulatory standards in facilities management.
**Location**: Onsite
At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.
JLL is an Equal Opportunity Employer committed to diversity and inclusion.
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