JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

As a Soft Services Manager, lead and oversee the delivery of non-technical facility services while supporting the Account Manager in strategic planning, vendor management, and operational excellence. This role requires autonomous decision-making, team coordination, and the ability to manage multiple service lines to ensure seamless client satisfaction.

Duties & Responsibilities

Operational Leadership & Account Support

• Lead day-to-day soft services operations including cleaning, pest control and landscaping, ensuring alignment with client expectations and JLL service standards

• Support the Account Manager in strategic planning, budget management, and performance reporting for all soft services within the portfolio

• Independently manage client communications for soft services matters, acting as the primary point of contact and escalating only when necessary

• Develop, implement, and continuously improve Standard Operating Procedures for all soft services, ensuring documentation is current, accessible, and aligned with operational realities

• Analyze service delivery data to identify trends, risks, and opportunities for improvement; present findings and recommendations to the Account Manager

• Organize and maintain comprehensive documentation systems, including contract files, vendor agreements, and performance reports

Vendor & Contractor Management

• Oversee soft services vendors, including selection, onboarding, performance monitoring, and contract compliance if change is requried

• Lead vendor negotiations for scope changes, pricing, and service level agreements under the guidance of the Account Manager

• Conduct regular vendor performance reviews and implement corrective action plans when standards are not met

• Build and maintain strong vendor relationships to ensure responsiveness, innovation, and cost-effectiveness

Team Coordination & Supervision

• Assign tasks, monitor progress, and provide feedback to ensure efficient workflow and professional development

• Coordinate with the hard services team and project delivery teams to ensure integrated facility management during projects or building events

Compliance & Quality Assurance

• Ensure all soft services comply with local regulations, client requirements, and JLL standards

• Conduct regular site inspections and quality audits; document findings and track corrective actions to closure

• Maintain up-to-date knowledge of industry best practices and regulatory changes affecting soft services

Candidate Specifications

Knowledge And Skills Required

• Advanced proficiency in Excel (data analysis, reporting), Word, and PowerPoint (presentation development)

• Business-level fluency in both English and Japanese (written and verbal)

• Strong understanding of contract management, budgeting, and financial tracking

Experience & Competency

• Minimum 4-5 years of experience in facilities management or equivalent industries

• Proven track record of managing multiple vendors and service contracts simultaneously

• Strong leadership and people management skills, with the ability to motivate and develop team members

• Excellent problem-solving and decision-making abilities; comfortable working autonomously within defined parameters

• Exceptional organizational skills with the ability to prioritize competing demands in a fast-paced environment

• High level of professionalism, discretion, and diplomacy when handling confidential or sensitive matters

• Proactive, positive attitude with a customer-first mindset

• Strong interpersonal and communication skills; able to influence and build relationships at all levels

Location:

On-site –Tokyo, Japan

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.