Workplace Services Manager

Workplace Services Manager - JLL

What this job involves - The Work Place Services Manager supervises and directs the operations and performance of Soft Services Vendors in GMP/lab spaces. Performs and /or directs the performance of all facility departmental service requests in soft services / Janitorial scope, ensuring that work performed in all spaces are accomplished efficiently with a minimum amount of disruption.

What is the day to day?

Customer Relationships (Client)

• Proactively develop and manage positive client partnership through due diligence and concise communications and ensuring that expected service levels are achieved.
• Develop strong partnership with the client through trust, actions and results.
• Deliver an exceptional quality of service to the client, as reflected by client feedback.
• Encourage proactive communication before and after the End User Satisfaction Survey and lead the development and completion of Action Plans.
• Meet KPIs for the Soft Service Scope
• Conduct Joint Audits to score KPIs with both the client and Soft Services Vendors
  
  

Leadership/Staff Management (People)

• Proactively maintain the positive “One Team” working environment through personal engagement, maintaining awareness of personnel relational issues and reconciling those issues in a positive, timely and visionary manner.
• Act as an ambassador for JLL by behaving consistently with cultural and ethical requirements and participating in company activities.
• Develop the team’s existing skills and add new competencies to enhance service and drive opportunities for more self-performance
• Drive and promote safety culture within the portfolio including client, subcontractors, suppliers and visitors.
  
  

Service Delivery (Growth)

• Primary responsibility is to manage facilities soft services activities, such as pest control program, janitorial (housekeeping) services, landscaping, waste management, Interior plants, window washing, towel services, shredding, and any other soft services as assigned by the client.
• Stay current on the latest industry innovations and bring forward new opportunities to improve service levels and manage costs.
• Engage with the EHS team and assist with any technical issues arising from an incident, near miss, good catch, investigation or other circumstances which require a facilities soft services subject matter expert.
• Accountable for soft services subcontractor and supplier management, and procurement compliance and ensure all critical services vendor services are completed as per expectations to deliver goods and services against contracts, quality agreements and client expectations.
• Assist in negotiating service contracts under the direction of the Senior Facility Management.
  
  

Required Qualifications:

• 5 years of experience in all aspects of soft services, vendor management, and/or employee workplace experience programs.
• Familiar with multiple Workplace Services areas, e.g. Janitorial, Internal Meetings, Document Services, Waste Management.
• Strong client management skills and demonstrated skills in managing high level client communications
• Ability to identify, evaluate and then articulate trade-offs, recommendations, and risks associated with changing requirements and/or reprioritizing labor and financial resources.
• Excellent verbal and written communication skills
• Strong organizational and prioritization skills
• Ability to efficiently manage many active work streams simultaneously
• Advanced computer and office software skills; Microsoft & Google.
• BA/BS Degree or equivalent facilities experience and training.
  
  

Preferred Qualifications:

• Experience in Pharmaceutical, GMP, Biotech or similar life science sector is highly desirable.
  
  

Location: South San Francisco, CA