Senior Facility Manager

Job description

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.    Role Overview The Facility Manager – Soft Services (Center of Excellence) is responsible for leading, standardizing, and continuously enhancing soft services delivery across the portfolio. This role goes beyond day-to-day operations and focuses on data-driven insights, market intelligence, innovation, and best-practice development to elevate service quality, efficiency, and user experience. Key Responsibilities Soft Services Leadership • Manage and oversee soft services including housekeeping, cleaning, pest control, waste management, landscaping, front office, and other site support services. • Ensure consistent service delivery aligned with CoE standards, SLAs, KPIs, and compliance requirements. • Drive service excellence, safety, and customer satisfaction across locations. Center of Excellence (CoE) Responsibilities • Develop, document, and implement standardized processes, SOPs, and benchmarks for soft services. • Act as a subject matter expert, supporting sites with audits, reviews, and performance improvement plans. • Support onboarding and capability-building initiatives for soft services teams. Data Analytics & Market Research • Analyze operational data, service metrics, and cost models to identify trends, gaps, and improvement opportunities. • Develop dashboards and reports to track performance, productivity, and service quality. • Conduct market research on vendors, technologies, pricing benchmarks, and emerging soft services practices. Innovation & Continuous Improvement • Identify and drive innovative solutions in soft services, including new service models, automation, digitization, and sustainability initiatives. • Pilot and scale new ideas, tools, and technologies to improve efficiency, quality, and user experience. • Collaborate with internal and external stakeholders to implement innovation programs. Stakeholder & Communication Management • Maintain strong communication with clients, internal teams, vendors, and leadership. • Present insights, recommendations, and performance updates clearly and confidently. • Support change management initiatives through effective communication and engagement. Vendor & Compliance Management • Manage vendor performance, contract compliance, and service optimization. • Ensure adherence to statutory, safety, and environmental requirements. • Support audits and ensure corrective and preventive actions are implemented. Key Skills & Competencies • Strong expertise in soft services operations and facility management. • High proficiency in data analytics, reporting, and interpretation of operational metrics. • Ability to conduct structured market research and benchmarking. • Proven capability to drive innovation and continuous improvement in soft services. • Excellent verbal and written communication skills. • Strong stakeholder management and presentation skills. • Analytical, detail-oriented, and solution-focused mindset. • Ability to work in a CoE or strategic role supporting multiple sites. Qualifications & Experience • Bachelor’s degree in Facility Management, Hospitality, Business Administration, or a related field. • 8–12 years of experience in soft services facility management, with exposure to regional or portfolio-level roles preferred. • Experience in a Center of Excellence, transformation, or process excellence role is an advantage. • Working knowledge of FM technologies, dashboards, and reporting tools. Success Measures • Improved service consistency and performance across sites. • Actionable insights generated through data analytics and market research. • Successful implementation of innovative soft services solutions. • High stakeholder satisfaction and effective communication. • Measurable cost optimization and service quality improvements. <p