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Soft Services Manager

Job Title: Soft Services Manager
Contract Type: Permanent
Location: Dublin
REF: 88361
Job Published: over 1 year ago

Job Description

Contact: Anne Gough
Telephone: 021 2066287

Soft Services Manager

Our client, a leading global internet service provider in Dublin are currently looking to recruit a Soft Services Manager for their site.

Job Description

The Soft Services Manager role is primarily intended to ensure the high quality and consistent delivery of soft services across the Regional area. The Soft Services Manager will have specific responsibility for the management of certain vendor relationships services across the area, and responsibility for ensuring that the IFM team is consistent in quality and delivery, solutions and all arrangements around soft services provision. To achieve this, the Soft Services Manager will work very closely with the onsite delivery teams. The Soft Services Manager is expected to seek and identify best practice from across the wider JLL and the FM industry, in order to grow and develop service delivery with the areas of responsibility.

Essential Duties and Responsibilities
  • Overall responsibility for 3 key vendor relationships:
  • Management of the vendor relationship for Business Services. Service provision includes:
  • Mail and courier operations
  • Reprographics
  • Ownership of copy areas
  • First line support for printers
  • Management of the vendor relationship for Cleaning, Waste & Recycling. Service provision includes:
  • Cleaning & housekeeping operations
  • Periodical cleaning
  • Waste disposal and recycling services
  • Various ancillary services under the scope of the contracts, including for example laundry, pest control, which may change from time to time
  • Management of the vendor relationship for Stationery & Office Supplies. Service provision includes:
  • Core and non-core stationery
  • Non-standard requests for office equipment, inclusive of ergonomic solutions

The Soft Services Manager is responsible for ensuring that the vendor is managed in line with the IFM vendor management process, and in accordance with contracts, measurable KPIs and SLAs.
In all instances, the Soft Services manager is responsible for working closely with the onsite delivery teams to ensure that:
  • Full compliance to EHS regulations is continuously achieved
  • Services are managed and delivered consistently across the portfolio of sites
  • New sites are seamlessly mobilised, working closely with the Sourcing Manager
  • Vendor is managed in line with the IFM vendor management process
  • Vendor is managed strictly in line with both IFM and client contract, and associated agreed SLAs and KPIs
  • Reporting flows through from the vendors to the IFM team in accordance with IFM and client requirements
  • Budgets and all financial requirements flow through from the vendors to the IFM team in accordance with IFM and client requirements
  • Key relationships are built with Facility Managers and Office Service Coordinators across the IFM team in order to ensure delivery goals are met

The Soft Services Manager will also be expected to lead in ensuring the consistency and quality of all other GREF (Global Real Estate & Facilities) mandated soft services offered within the Regional area. For example:
  • Services/products offered in tea points
  • Services/products offered in copy areas
  • Provision of standard products in meeting rooms
  • Key Performance Indicators
  • As outlined in IPMP goals and objectives
  • SLA & KPI tracking systems (PPM and Critical PPM compliance measurement)
  • Response time to Service Requests within the Client's severity requirements
  • Compliance with local Health and Safety regulations
  • Customer Satisfaction
  • Pursue continuous improvement

  • Ability to work in collaborative team environment
  • Vendor/contract management
  • Decision making / complex problem solving
  • Excellent verbal & written communication
  • High level of IT literacy
  • Strong communication skills
  • Competencies
  • Assertiveness
  • Practical experience in Soft Services contract delivery
  • Demonstrates a good working knowledge of soft services

  • Ideally 6 years + exposure in Facilities Management role within a large commercial organization.
  • Experience of owning facilities contracts and supplier/ contractor management.
  • Experience of working with quality, environmental and EHS management systems essential
  • Quality, EHS and environmental related accreditations desirable
  • Facilities Management industry recognised related qualifications desirable
  • Educated to degree level or equivalent

For further information on this role in Dublin please contact Anne Gough on 086 0449473 /
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