Soft Services Manager

JLL•Andover, MA

6d•Onsite

About The Position

The Soft Services Manager is primarily responsible for supporting and managing the operational, business and administrative Soft Service departments of a large and sophisticated IFM operation in Life Sciences manufacturing, R&D, and office environments. The successful candidate will ensure technical requirements and Vendor Services are met and will mentor others Team Members to ensure thorough reviews, Vendor Performance Assessments and overall Client Satisfaction. The role will ensure compliance, financial, and business support systems, and scheduled compliance are met within the controlled environment of a dynamic Life Science account. Managing and strengthening a trusted customer relationship is critical to the success of this role and Team. The ideal candidate will have a background in pharmaceutical, biotechnology, manufacturing, hospitality and people management for Services at a multi-building campus. This role is responsible for leading a Team with the collaborative design and implementation of strategic business programs, providing business leadership and support, and administering innovative and sustainable business processes. The Soft Services Manager is responsible for delivering and improving contractual requirements as well as maintaining stable systems.

Requirements

Undergraduate degree in business management, hospitality, facilities or related field; or field experience
Minimum 5 years’ direct experience in operational, financial, and hospitality-focused customer service leading high-performing Team
Strong technical knowledge of financial software, procurement systems, databases, Microsoft Office programs, etc.
Strong knowledge and familiarity navigating CMMS system.
Business acumen including financial planning and analysis with ability to manage within budget and time constraints.
Strong interpersonal skills, ability to communicate well in both verbal and written reports.
Strong organization skills and collaborative management style.

Nice To Haves

10 years’ direct experience in operational, financial, and hospitality-focused customer service leading high-performing Team
10 years direct experience in operational, financial, and customer service.
Management experience in a regulatory environment (i.e. FDA, USDA, GMP)

Responsibilities

Lead customer-focused team to ensure client satisfaction through responsive service delivery, innovation, and adherence to service level agreements and KPIs.
Develop and execute strategic workflow planning and scheduling processes that standardize operations and support JLL and client objectives.
Oversee vendor partnerships for third-party services including landscaping, snow removal, janitorial, and food services.
Manage budgets, track variances, conduct forecasting analysis, and identify cost savings opportunities within soft services operations.
Provide leadership through people management, decision-making, inspections, audit readiness, and continuous improvement with a hospitality mindset.
Ensure compliance with standard operating procedures, codes, regulations, environmental health and safety programs, and all JLL/client protocols.
Administer training programs through technical and soft skills assessments, coaching team members based on identified development needs.
Manage computerized maintenance management systems to meet client requests and routine responsibilities in a timely manner.
Collaborate with cross-functional departments (Communications, Finance, HR, Sourcing, Program Management, EHS) to support account initiatives.
Identify facility risks, eliminate business interruptions, and escalate innovative solutions that drive operational efficiencies and support financial objectives.