Job
Description
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.
JOB DESCRIPTION
Position Title: Facility Manager – Soft Services
Location: Airoli - Mumbai
POSITION SUMMARY
The Facility Manager – Soft Services is responsible for overseeing and managing all soft facilities management services to ensure consistent delivery of high-quality services aligned with organizational standards and client expectations. This role serves as the primary point of contact for all soft service functions and contracted service providers, ensuring compliance with service level agreements, statutory requirements, and budget parameters while driving continuous improvement initiatives.
KEY RESPONSIBILITIES
Service Delivery Management
Ensure delivery of all soft services (housekeeping, waste management, pest control, landscaping, security, catering, reception, and other support services) aligns with the established maintenance strategy for both in-house and contracted services
Oversee quality and standards of soft facilities management services according to established guidelines and best practices
Act as Single Point of Contact (SPOC) for all soft service functions and contracted service providers on a day-to-day basis
Ensure effective communication and collaboration between internal teams, service partners, and contractors
Service Level Agreement (SLA) / KPI Management
Develop, implement, and maintain comprehensive service charters and service level agreements for all soft service functions
Monitor and report on SLAs and Key Performance Indicators (KPIs) regularly to internal stakeholders and external service providers
Track risks and rewards mechanisms associated with service delivery performance
Conduct regular service reviews and audits to ensure compliance with agreed service standards
Financial Management
Track and report financial performance of all soft service contracts and operations
Ensure services are delivered within agreed budgets while maintaining quality standards
Identify cost optimization opportunities without compromising service quality
Review and approve invoices and payment schedules for contracted services
Statutory Compliance
Own and manage the departmental statutory compliance plan to achieve and maintain legal compliance status
Ensure all soft service operations comply with relevant local, state, and national regulations
Maintain updated documentation and records for audit and compliance purposes
Coordinate with relevant authorities for inspections, renewals, and statutory submissions
Continuous Improvement & Innovation
Review existing soft service operations and develop initiatives to enhance service delivery
Drive rationalization efforts to optimize performance and improve customer satisfaction
Support and promote innovation culture within the team and service partner ecosystem
Implement best practices and industry benchmarks to elevate service standards
People Management & Leadership
Lead, manage, and develop the on-site soft services team
Conduct regular team meetings, training sessions, and performance reviews
Foster a collaborative and high-performance team culture
Mentor team members to enhance their skills and capabilities
Reporting & Documentation
Prepare and present regular operational reports, performance dashboards, and management presentations
Maintain comprehensive documentation of all soft service activities, contracts, and performance metrics
Ensure timely escalation of critical issues to senior management
Client Engagement
Build and maintain strong relationships with internal clients and stakeholders
Address client concerns and feedback promptly and professionally
Conduct regular client satisfaction surveys and implement improvement actions based on feedback
QUALIFICATIONS & EXPERIENCE
Education:
Graduate degree in Hotel Management, Hospitality Management, or related field
Professional certifications in Facilities Management (preferred)
Experience:
Minimum 8+ years of progressive experience in managing soft service functions within IT/ITES organizations or large corporate facilities
Proven track record in vendor management and service delivery excellence
Experience in managing multi-site or large-scale facility operations (preferred)
SKILLS & COMPETENCIES
Technical Skills:
Strong understanding of soft services operations including housekeeping, security, catering, waste management, and support services
Proficiency in SLA development, monitoring, and performance management
Knowledge of statutory compliance requirements related to facilities management
Familiarity with facility management software and reporting tools
Budget management and financial tracking capabilities
Behavioral Skills:
Excellent communication and interpersonal skills
Strong client engagement and relationship management abilities
Leadership skills with proven people management experience
Problem-solving and decision-making capabilities
Attention to detail and quality orientation
Ability to work under pressure and manage multiple priorities
Other Requirements:
Awareness and understanding of various operational reports and performance metrics
Support for innovation culture and continuous improvement mindset
Flexibility to adapt to changing business needs and requirements
Willingness to be available for operational emergencies
This position is based out of client site of JLL
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.
