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Program Lead - Soft Services

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JLL

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Location:
United Kingdom , London

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

This position is responsible for ensuring a high level of client satisfaction within soft services areas including Janitorial, Mailroom, and Food Services within the EMEA region. You will deliver and support key IFM Programs and initiatives while ensuring business as usual consistency in processes and operational IFM Program delivery. This role contributes to JLL's business objectives by taking ownership for and supporting improvement in operational IFM Program delivery activities to meet contractual obligations, guiding IFM teams through program requirements, and championing compliance, consistency, and continuous improvement that enhances client satisfaction across the EMEA property portfolio.

Job Responsibility:

  • Guide IFM team including RFM, SFM, and FM's through IFM program requirements of local service delivery to meet contractual obligations
  • Support relationships within client's Global Real Estate and Facilities teams to address operational challenges while championing compliance and continuous improvement
  • Support and collaborate with internal and external stakeholders including TM, FM, Space and Occupancy team, IT, Security, and EHS
  • Develop and maintain detailed understanding of Client's business and key factors influencing their service requirements
  • Support achievement of agreed IFM financial targets for areas of IFM Program responsibility while identifying opportunities to raise the bar
  • Ensure IFM programs under ownership are delivered in adherence to contract and tracked/executed in line with account SLA's
  • Lead development and progression of team members under leadership while collaborating with Global Stakeholders for harmonious communication

Requirements:

  • Experience in similar role with Subject Matter Expert (SME) status in Soft Services, Customer Experience, Food Services, and Quality
  • Focus in Integrated Facilities Management with Soft Services bias supporting Client operations
  • Experience in people management with demonstrated experience in balancing client interests with Firm interests
  • Experience owning, managing, and supporting Facilities Management across multiple locations and countries
  • Experience handling client and/or Firm sensitivities including knowing when to escalate with urgency or de-escalate risks
  • Leadership ability and experience leading high performing teams (in-location and virtual)
  • Understanding of technical processes and impact on delivery services with successful IFM Programs delivery experience

Nice to have:

  • Tertiary qualifications in Facilities Management/Engineering
  • Experience in food services/catering operations
  • Performance Management experience with project/program management and organizational skills
  • Strong communicator with good presentation skills and verbal/written communication abilities (English and local language)
  • Planning and organizational skills to prioritize work and meet tight deadlines with demonstrated client relationship skills
  • Self-motivated and confident with gravitas, flexible and able to adapt to rapidly changing situations
  • Proven ability to initiate and follow through with improvement initiatives with ownership skills and experience

Additional Information:

Job Posted:
April 23, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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