Emea Soft Services Manager

Description:

This position will be part of an Operational team with responsibility for providing high quality support and Continuous Improvement of the site based delivery of soft services across all of the nine Client areas in EMEA. Under the direction of the EMEA IFM Program Manager (Soft Services), the role will have specific responsibility for developing and driving standards across the EMEA area and acting as an SME resource to support and Triage ad hoc challenges in a number of defined Soft Service functions. The Soft Services Manager (Operations) has the responsibility for ensuring the site based IFM teams have clear and consistent understanding of compliance, what good looks like and can monitor adherence. The Soft Services Manager (Operations) will be required to deep dive issues, be Owner (or part of) EMEA wide Projects or Programs and of most importance ensure standardization and consistency of service and delivery within their allocated SME remit.

What his job involves:

The Soft Services Manager will work very closely with the EMEA IFM Program Manager (Soft Services), 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.

To manage and develop the catering establishments within the terms of the catering policies, contracts and budgets

Key relationships are built with RFM’s, 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 Projects or Programs assigned

The Soft Services Manager (Operations) 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 Services manager is responsible for working closely with the onsite delivery teams to ensure that:

• Full compliance to food services and catering Health and Safety regulations is continuously achieved
• Catering services are managed and delivered consistently across the portfolio of sites
• New sites are seamlessly mobilised, working closely with the Sourcing Manager
• Establish relationships with client Site Leads, Facilities Managers, Area and Regional FM managers, business partners such as EHS leads, IT to establish trust and credibility in the delivery of IFM services
• Support the resolution of Soft services FM issues at sites under purview, escalating when needed
• Develop the team’s existing skills and add new competencies to enhance service and drive opportunities for more self-performance
• Be the Food and Catering Services SME in EMEA and support the Client EMEA and Global Food Services Program
• Manage subcontractors and suppliers to deliver goods and services against contracts and expectations
• A critical team player, innovative with an attention to detail ensuring adherence to best practices etc.
• Drive and promote safety culture within portfolio including subcontractors, suppliers and visitors
• Liaising with the EHS team and assist with any technical issues arising from an incident, near miss, investigation or other circumstances which require an engineering subject matter expert.
• Ensure client satisfaction with delivery of Facility Management services and provide a lead role in monitoring and increasing customer satisfaction.
• Support in the implementation of short and long-term projects for the client as requested.
• Import and implementation of JLL best practices in the interest of exceeding client goals and expectations
• Gap Analyses full sites Soft Services PPM schedule against site assets or existing schedules.
• Supporting the sites with failures and remediation of Soft Services items
• Working with the Line Manager and Stakeholders evaluate, propose and implement appropriate tools/processes to support the engineering function and evaluation of best practice compliance.
• Full understanding of Operational Scope of Works across region
• Over sight and support for Operations – providing real support (on-site and remote) to all Soft Services operations managed by JLL
• Assisting with issue resolutions
• Supporting recruitment activities
• Ensuing role out of consistent operations
• Develop and support a sustainability and sourcing focus, delivering quality, frugal and sustainable solutions for Client.
• Actively support the EMEA Procurement Lead on Procurement projects, savings paperwork, contract compliance and sustainability initiatives.
• SLA & KPI tracking systems (Soft Services PPM and Critical Soft Services PPM compliance measurement)