Soft Services Manager

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The Soft Services Manager (SSM) is responsible for managing high standard of operational soft services
across the Royal London Asset Management (RLAM) portfolio. The role ensures consistent, seamless 
and efficient standards are maintained, so that customers and their visitors can focus on their core 
business.
Purpose
The SSM ensures that the appointed service partners works with the JLL RLAM Property Delivery Team 
as a cohesive unit, reflecting RLAM’s vision, ambition and optimising service. The role requires effective 
management of these partners to deliver services within the agreed scope and budget, in accordance 
with contractual obligations, SLAs and key performance indicators. The SSM will collaborate with all 
members of the JLL & RLAM teams
Responsibilities
Service Partner & Performance Management
• Develop and implement operational best practices and improvement initiatives.
• Effectively manage the allocated service partners and their contract performance, including 
managing key relationships, monitoring contract administration, and driving operational 
improvements; ensuring work output is in line with contractual obligations.
• Meet regularly with core service partners and ensure Key Performance Indicators (KPIs), Service 
Level Agreements (SLAs) and reports are completed promptly and accurately.
• Ensure all contracts are maintained within the agreed budget and seek alternative ways to 
improve customer service and reduce expenditure.
• Work with RLAM Cost Manager to target efficiency initiatives in supplier service.
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Strategic Leadership & Innovation
• Foster and develop relationship between the Property Delivery team, service partners, JLL / 
RLAM Procurement, RLAM CX Strategy Director and stakeholders to create unified customer 
experience.
• Serving as a strategic partner to the wider JLL and RLAM teams on all matters related to soft 
services excellence.
• Working with the RLAM CX Strategy Director to developing and executing customer experience 
program capabilities for soft services.
• Seeking innovation initiatives and driving technology adoption through the supply chain.
• To enhance the capability of existing buildings technology, contributing where required to the 
supplier scoping for utilisation of new SMART building technology platforms, and data analysis. 
Ensuring RLAM’s suppliers operational activity supports optimum performance, is closely 
managed and reported in accordance with building accreditations such as Nabers.
Operational Excellence & Compliance
• Ensure supplier adherence to building regulations, statutory obligations, legislative compliance, 
and best working practice are delivered.
• Implementing and overseeing a detailed quality assurance framework, including regular audits 
and assessments.
• Lead in environmental soft service management of supplier service partners. Working with JLL 
RLAM ESG team to support supplier scoping, services and contracts to support agreed RLAM 
RPI strategy and reporting outputs.
• Soft land newly completed buildings into operations after they have achieved practical 
completion.
• Ensure that any one-off and non-contractual operational tasks fulfilled to high specification within 
a dedicated timeframe, to include out of hours services for customer events and special projects.
Qualifications
• Preferably equivalent to a minimum of 10 years’ experience in Soft Services management level. 
• Membership of IWFM or AssocRICS and or IOSH
• National General Certificate in Occupational Safety and Health – accredited by NEBOSH
• Proven track record of problem solving
• Ability to communicate technical subjects to non-technical customers and team members
• Ability to produce service line specific reports
Adept at managing the change process to a diverse group, promoting best practice and strategic advice 
where appropriat

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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