Facility Manager Soft Services

Summary

The Assistant Facilities Manager – Soft Services supports the delivery and management of high-quality soft services across the assigned site(s). This role ensures that services such as cleaning,waste management, pest control, landscaping, and other workplace services are delivered safely, efficiently, and in line with agreed service levels, compliance requirements, and client expectations.

Key Responsibilities

Soft Services Operations

• Support day-to-day management of all soft services, ensuring consistent service delivery in accordance with contracts and Service Level Agreements (SLAs).
• Monitor service performance and address issues promptly to maintain high standards of cleanliness, safety, and customer experience.
• Conduct regular site inspections and audits, producing reports and tracking corrective actions.
• Support mobilization and demobilization of soft services contracts when required.
  
  

Vendor & Contract Management

• Liaise with soft services vendors and contractors to ensure compliance with contractual obligations.
• Assist in reviewing vendor performance, including KPIs, service reports, and invoices.
• Support the Facilities Manager in managing variations, escalations, and service improvements.
  
  

Health, Safety & Compliance

• Ensure all soft services activities comply with health, safety, and environmental regulations.
• Support risk assessments, method statements, and safe systems of work related to soft services.
• Assist with incident reporting, investigations, and implementation of corrective actions.
• Ensure compliance with site policies, statutory requirements, and client standards.
  
  

Client & Stakeholder Engagement

• Act as a point of contact for client and occupier queries related to soft services.
• Build positive working relationships with clients, occupants, vendors, and internal teams.
• Support client meetings, service reviews, and reporting requirements.
  
  

Financial & Administrative Support

• Assist with budget tracking and cost control for soft services.
• Review invoices and support accurate cost allocation.
• Maintain records, logs, and documentation related to soft services activities and compliance.
  
  

Continuous Improvement

• Identify opportunities to improve service quality, efficiency, and user experience.
• Support sustainability initiatives related to waste reduction, recycling, and environmentally responsible services.
• Contribute to process improvements and best practice sharing across sites.
  
  

Key Performance Indicators (Typical)

• Compliance with SLAs and KPIs
• Client and occupant satisfaction levels
• Health and safety compliance and audit outcomes
• Timely resolution of service issues
• Cost control and budget adherence
  
  

Skills & Competencies

• Strong understanding of soft services operations within a facilities management environment
• Good organizational and time-management skills
• Effective communication and interpersonal skills
• Ability to manage multiple vendors and priorities
• Problem-solving and attention to detail
• Customer-focused mindset
• Proficiency in MS Office (Word, Excel, Outlook); CAFM systems desirable
  
  

Qualifications & Experience

• Degree or diploma in Facilities Management, Hospitality Management, Business Administration, or a related field (preferred).
• 8-10 years’ experience in facilities management or soft services coordination.
• Knowledge of health and safety regulations and compliance requirements.
• Experience working in corporate, commercial, or mixed-use environments is an advantage.
  
  

Working Conditions

• Primarily office- and site-based with regular inspections of facilities.
• May require occasional flexibility in working hours to support operational needs.
• Interaction with vendors, clients, and building occupants on a regular basis.
  
  

Key Relationships

• Facilities Manager / Senior Facilities Manager
• Soft Services Vendors and Contractors
• Clients and Building Occupants
• Health & Safety and Operations Teams
  
  

This job description outlines the general responsibilities and requirements of the role and may be adjusted to meet business or client needs.

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

Apply today!

---