JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Role OverviewThe 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 ResponsibilitiesSoft Services LeadershipManage 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) ResponsibilitiesDevelop, 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 ResearchAnalyze 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 ImprovementIdentify 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 ManagementMaintain 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 ManagementManage 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 & CompetenciesStrong 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 & ExperienceBachelor’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 MeasuresImproved 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.
This role is critical to building a future-ready, data-driven, and innovative soft services ecosystem through the Center of Excellence.
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!
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
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 world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
