What this job involves:

The Soft Services Manager is responsible for the strategic oversight, management, and optimization of our non-engineering services within the Soft Services scope of the facilities portfolio. This role ensures the delivery of high-quality, cost-effective, and customer-focused Soft Services with a heavy focus on enhancing the workplace experience and support the organization's objectives. The Soft Services Manager will develop and implement programs, manage vendor relationships, monitor performance, provide financial oversight and reporting, and drive continuous improvement.

Responsibilities:

Program Development and Implementation Develop and implement comprehensive programs aligned with organizational goals and industry best practices. Utilize Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to measure and monitor the effectiveness of assigned Programs. Create and maintain program documentation, including policies, procedures, and guidelines. Gain deep understanding of the Statement of Work (SOW) across the portfolio, ensuring expertise for operational teams. Vendor Management Manage relationships with vendors, ensuring contract compliance and service quality. Conduct regular vendor performance reviews and address any issues or concerns. Negotiate contracts and pricing with vendors to achieve cost savings and optimal value. Performance Monitoring and Reporting Monitor and analyze vendor performance data to identify trends, issues, and opportunities for improvement. Prepare regular reports on program performance, including KPIs, SLAs, and cost metrics. Implement corrective actions and preventative measures to address performance gaps. Leverage the Computerized Maintenance Management System to track work orders, monitor real-time SLA adherence, and analyze cleaning performance data to drive continuous improvement. Customer Relationship Management Serve as the primary point of contact for Janitorial and Waste Services Programs-related inquiries and issues. Build and maintain strong relationships with internal stakeholders, understanding their needs and expectations. Conduct regular customer satisfaction surveys and use feedback to improve service delivery. Act as the primary liaison between vendors, Facilities teams, Food/Cafe operations, and Sustainability departments to define scope boundaries, manage service expectations, and resolve operational conflicts regarding shared spaces. Perform weekly walking and driving tour(s) of the Site weekly to determine areas lacking attention or will need more attention in the near future. Prepare lists of area and services which are issues or concerns on the Site, and provide to the Account Director. Budget Management Develop and manage the forecast and the budget, ensuring cost-effective resource allocation. Monitor expenses and identify opportunities for cost savings and efficiency improvements. Approve invoices and ensure accurate billing from vendors. Provide monthly reporting on financial variances, accruals, and drive quarterly re-forecasts. Compliance and Risk Management Ensure compliance with all applicable laws, regulations, and company policies related to agreed services. Identify and mitigate risks associated with vendor delivery. Implement and maintain safety and security protocols for IFM operations. Conduct quality control audits to ensure adherence to KPI/SLA requirements Continuous Improvement Stay abreast of industry trends and best practices. Identify and implement opportunities for innovation and process improvement. Lead cross-functional teams to drive continuous improvement initiatives. Sound like you? To apply you need to possess: Bachelor's degree preferred > Facilities Management, Business Administration, or a related field. Soft Services experience a plus 5+ years of experience in facilities management Proven experience in program management, vendor management, and budget management. Strong knowledge of Soft Service operations Excellent communication, interpersonal, and customer service skills. Proficiency in Microsoft Office Suite and facilities management software. Relevant certifications (e.g., CFM, FMP) are a plus. Proficient in using CMMS platforms (specifically Corrigo) for work order management, data-driven reporting, and vendor accountability. Proven track record of navigating complex stakeholder environments (e.g., coordinating between Janitorial, Food, and Sustainability teams).

Estimated compensation for this position:

83,300 - 120,000 USD per year This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Client:

GE VERNOVA HITACHI

(GVH)

Job Profile:

Facilities Management-P3 This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Location:

On-site -Wilmington, NC If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. 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. Some of these benefits may include: 401(k) plan with matching company contributions Comprehensive Medical, Dental & Vision Care Paid parental leave at 100% of salary Paid Time Off and Company Holidays Early access to earned wages through Daily Pay 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. JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement . For additional details please see our career site pages for each country. For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here . Jones Lang LaSalle (\"JLL\") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at HRSCLeaves@jll.com . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL. 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