Supply Chain Manager (Soft Services)

Overview

As Soft Services Manager, you will lead operational soft services across the RLAM portfolio, ensuring high standards and a seamless customer experience. You will align service partners with the RLAM Property Delivery Team to deliver within scope and budget, meeting KPIs and SLAs. You’ll drive efficiency, innovation, and ESG-aligned compliance while partnering with cross-functional teams to optimise building operations. This role offers impact through elevating service quality, leveraging smart building tech, and shaping a unified customer journey.

Responsibilities

• Manage and optimise service partners and contract performance, ensuring alignment with SLAs and KPIs
• Regularly review contracts, budgets, and cost-control measures to improve customer service and reduce expenditure
• Lead strategic relationships with stakeholders to deliver a cohesive customer experience across JLL and RLAM
• Drive operational best practices, improvements, and efficiency initiatives with RLAM Cost Manager
• Support innovation and technology adoption within the supply chain and building tech initiatives
• Oversee quality assurance, audits, and compliance with building regulations and environmental standards
• Coordinate soft services onboarding for new buildings and post-completion operations
• Manage out-of-hours services for events and special projects under non-contractual tasks
• Collaborate with ESG teams to align supplier services with RLAM RPI strategy and reporting
• Ensure data analysis and reporting on supplier performance and building accreditations (e.g., Nabers)

Key requirements

• 10+ years of soft services management experience
• Membership of IWFM or AssocRICS and/or IOSH
• NEBOSH-accredited National General Certificate in Occupational Safety and Health
• Strong problem-solving track record
• Ability to communicate technical topics to non-technical audiences
• Ability to produce service-line specific reports
• Experience managing change within a diverse stakeholder group
• Proven ability to drive strategic advice and best practices

• communication
• stakeholder management
• cross-functional collaboration
• building management knowledge
• data analysis
• reporting

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