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.
Leadership & Team Management
Team Environment: As an experienced SSM, you will actively encourage an environment of teamwork, cooperation, and high performance, realizing that the team’s success is your success.
Proactive Management: Your style of people management will be proactive. You will build a deep understanding of your teams’ aspirations and career goals, committing to coaching, mentoring, and tackling issues head-on.
Development & Oversight: Team development will be achieved through skills and performance assessments, timely training, and regular 1:1s. Your oversight will ensure effective workload management across the Japan SSM team.
Workforce Planning: Understanding the criticality of hiring and developing the right people, you will engage with internal COEs and HR to effectively resource and build succession plans for our teams and vendors.
Knowledge Sharing: You will encourage your teams to engage with peers on other accounts and attend Integrated Facilities Management events to share knowledge and best practices.
Client & Stakeholder Management
Strategic Partnership: With two key members of the client’s Japan team departing, the SSM Lead must act as a vital extension of the client’s organization. You will be personally committed to building deep relationships with stakeholders to implement strategies that support their success.
Advanced EQ: Your interpersonal skills will give you an edge in developing trust. Reading between the lines and maintaining a solution-oriented approach will enable you to function as a trusted advisor in a fast-moving environment.
Navigating Matrixed Organizations: You will navigate a highly matrixed organization with finesse, balancing competing priorities and executing independently to fill gaps in the client's internal resource pool.
True Collaboration: As a "people person," you will build strong relationships with HQ, regional peers, and account vendors (food, security, IT, etc.) to ensure a unified service delivery.
Accountability: Responsible for achieving all KPIs and SLAs in the Client contract through the continuous delivery of exceptional quality service as the lead SSM.
Operations
Standardization: You will drive the further development of SOPs, ensuring smooth procedural implementation. You will focus on simplification and accuracy to ensure reliability and consistency of delivery.
Space Planning: Your input on developing space planning ideas and strategies is key to meeting the changing demands of the business with both strategic and tactical solutions.
Capital Works: You will play an important role in ensuring the delivery of major/minor capital works projects and associated moves/changes according to client guidelines.
Financial Stewardship: Budgeting and spend management will be a finely tuned skill; you will own financial processes and controls to ensure the country’s operations meet or exceed targets.
Safety & Compliance: Educating your team on compliance with JLL and Client EHS (Environment, Health & Safety) and Risk Management policies is a core responsibility.
Program Implementation: You will support UX (User Experience) programs, new technology rollouts, and training workshops through consistent driving of implementation.
Data-Driven Decisions: Reporting and analysis will define your style, ensuring you are well-informed when conducting executive presentations.
Workplace Projects & Change Management
Strategic Guidance: Providing strategy and project management to the site service teams, you will ensure seamless transition processes are in place for ongoing space updates.
Project Transparency: You will manage and maintain progress on projects, providing regular, informative updates to the Client.
Stakeholder Integration: You will be active in weekly project meetings, building strong end-user relationships to understand various perspectives.
Cross-Functional Coordination: You will work closely with REWS Project, EMT, AV, Food, FieldTech, and Security teams for end-to-end project coordination.
Quality Assurance: You will attend construction sites as necessary to ensure construction quality and verify that environments are both user-friendly and maintenance-friendly.
Competence Assessment: You will conduct further team competence assessments and restructure the Japan SSM team with clearer Roles & Responsibilities (R&R) to optimize performance.
Talent Acquisition: You will coordinate with the Talent Acquisition team to ensure all vacant positions are backfilled promptly with regional HR support.
Post-Occupancy Excellence: Ensure all REWS FM tasks are proactively managed to maintain optimal facility standards and support continuous business operations.
Service Continuity: Ensure ongoing service excellence from supporting vendors (reception, janitorial, MEP) and manage seamless transitions for any internal moves or new space configurations.
Sourcing & Vendor Management
Contract Oversight: Oversee all vendor contracts to ensure professional delivery, value-for-money outcomes, and regular re-negotiation to provide the best value to the Client.
Supply Chain Alignment: Work closely with supply chain partners to ensure strategic sourcing initiatives across the portfolio are followed and tools are utilized.
Sourcing Guidance: Provide guidance to site teams to ensure appropriate processes are followed for major sourcing and procurement activities.
Performance Management: Ensure outsourced vendor performance is rigorously managed and all services are delivered strictly as per the contract.
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People & Leadership Skills
Exceptional ability to communicate effectively with all levels within a client organization, acting as a strategic partner to bridge operational gaps.
Strong coaching and leadership skills, capable of structuring, developing, and mentoring a high-performing SSM team.
Adept at resolving first-line conflicts regarding customer expectations and service delivery.
High EQ with the ability to navigate highly matrixed, political situations, defuse conflict, and build trust during organizational transitions.
Quest for Excellence
Deep understanding of premium, exceptional service delivery.
Strives to deliver innovative solutions, refusing to settle for mediocre delivery.
Thinks strategically and non-traditionally to improve SOPs and ensure consistency.
Problem Solving & Strategic Thinking
Ability to connect strategic client goals to operational deliverables, especially regarding space planning and workplace strategies.
Articulates solutions clearly, acting as a business partner to Regional/Global teams and the client's remaining local team.
Highly analytical with a proven ability to make data-driven decisions and solve problems objectively.
Employs holistic approaches to find long-term, tactical, and strategic solutions for common operational problems.
Project Management & Organizational Skills
Excellent planning and organizational skills to prioritize work, meet tight deadlines, and manage complex Workplace/REWS projects.
Capable of driving post-occupancy excellence and ensuring seamless service continuity during moves, adds, and changes.
Ideal Experience
Minimum 5-7 years’ experience in people operations, ideally in Facilities Management (FM) or premium Hospitality.
Proven track record as a Site Service Manager (SSM) or in a similar leadership capacity.
Strong understanding of Project Management methodologies, specifically related to capital works and facility optimization.
Demonstrated experience handling complex client matters, balancing the interests of the client with those of the firm.
Experience translating strategic needs into deliverable programs (e.g., UX programs, new technology rollouts).
Solid understanding of financial systems, budgeting, and spend management.
Experience in vendor management, contract oversight, and strategic sourcing.
Other Personal Characteristics
Strong communicator with excellent presentation, verbal, and written communication skills (Fluency in English is a requirement); an active listener.
Self-motivated, confident, and possesses gravitas among peers and client stakeholders.
Highly flexible and resilient—able to adapt and effectively manage rapidly changing, high-volume, and stressful situations.
Proven ability to initiate and follow through with improvement initiatives.
Able to work independently while remaining a deeply collaborative team player.
Exhibits unwavering honesty, trustworthiness, energy, pacing, focus, and excitement.
Location:
On-site –Tokyo, JapanIf 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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