Soft Services Manager in London

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The Soft Services Manager (SSM) is responsible for managing high standards 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.

The SSM ensures that the appointed service partners work 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.

• 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.
• Strategic Leadership & Innovation
• Foster and develop relationships between the Property Delivery team, service partners, JLL / RLAM Procurement, RLAM CX Strategy Director and stakeholders to create a unified customer experience.
• Serve as a strategic partner to the wider JLL and RLAM teams on all matters related to soft services excellence.
• Work with the RLAM CX Strategy Director to develop and execute customer experience program capabilities for soft services.
• Seek innovation initiatives and drive technology adoption through the supply chain.
• 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. Ensure 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.
• Implement and oversee a detailed quality assurance framework, including regular audits and assessments.
• Lead in environmental soft service management of supplier service partners. Work 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 are fulfilled to high specification within a dedicated timeframe, to include out of hours services for customer events and special projects.

• 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 appropriate.