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: Hinjewadi - Pune

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 cooperative 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.

📌 Facility Manager - Soft Services (India)
🏢 JLL
📍 India