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About the Role
As the Senior Site Services Manager (SSSM), you will serve as the Country Lead for the Client account in Japan, providing strategic direction and operational oversight. This role focuses on leading country-wide operations, enforcing risk governance, and maintaining client partnerships, while ensuring financial stewardship, safety, compliance, and service excellence.
Responsibilities
- Drive strategic direction as Japan's Local Country Lead, acting as the key representative in client steering committees and regional governance forums.
- Supervise the Japan Technical Services Manager, maintaining full accountability for all sites engineering and technical operations.
- Provide operational oversight for remote offices in Tokyo and Osaka, coordinating local managers and tracking site-level performance.
- Foresee operational hurdles, formulate long-term workplace policies, and pre-emptively execute solutions to streamline service delivery.
- Track and report on Key Performance Indicators (KPIs) and service levels, providing regular data-driven insights and performance reviews to client stakeholders.
- Build and sustain a high-performing, inclusive team culture by identifying talent gaps, implementing mentorship programs, and fostering professional development.
- Standardize and implement permit-to-work systems, on-site engagement rules, and guidelines for external projects to shield core BAU operations from interruptions.
- Assess risks for active initiatives to guarantee that external vendor activities do not hinder team performance or breach contract SLAs.
- Coordinate with regional units and local partners to provide a cohesive, innovative, and low-risk service experience.
- Lead site-wide responses during critical incidents or facility emergencies, acting as the primary point of contact for regional leadership.
- Cultivate robust client relationships to align operational outputs with business objectives, positioning JLL as a trusted partner.
- Control local account budgeting, forecasting, and financial processes, conducting assessments to resolve variances and optimize spend.
- Instruct personnel on EHS guidelines from both JLL and the client, ensuring strict adherence to statutory and safety regulations.
- Identify and implement cost-saving initiatives and workspace innovations to drive operational excellence and continuous improvement.
- Champion workplace sustainability initiatives, ensuring site operations align with the client’s global environmental, social, and governance (ESG) targets.
Requirements
- Exceptional ability to communicate effectively with all levels within a client organization.
- 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.
- 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.
- 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.
- Ability to synthesize complex operational data into actionable insights for client stakeholders.
- Experience in identifying and implementing workspace innovations that enhance the user experience while maintaining operational efficiency.
- Strong understanding of Project Management methodologies, specifically related to capital works, contractor guidelines, and BAU service continuity.
- Excellent planning and organizational skills to prioritize work, meet tight deadlines, and manage complex facility management related projects.
- Experience managing operational risk and maintaining strict EHS and regulatory compliance standards.
- Minimum 10 years’ experience in people operations, ideally in Facilities Management (FM).
- Proven track record as a site manager 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.
- Proven track record in financial stewardship, including budget forecasting, rigorous variance analysis, and the implementation of cost-optimization strategies.
- Demonstrated experience managing performance frameworks, including the development of KPI dashboards, service-level reporting, and leveraging data to drive continuous service improvement.
- Experience in vendor management, contract oversight, and strategic sourcing.
- Strong communicator with excellent presentation, verbal, and written communication skills.
- 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.
- A natural change agent who thrives in matrixed environments, with the agility to pivot strategies based on evolving business needs and performance metrics.
Skills
- Facilities Management (FM)
- Project Management
- Budget Forecasting
- Variance Analysis
- Cost Optimization
- KPI Development
- Service Level Reporting
- Data Analysis
- Vendor Management
- Contract Oversight
- Strategic Sourcing
- EHS
- Regulatory Compliance
- Sustainability
- ESG Integration
- Risk Management
- Crisis Management
- Business Continuity
- Client Relationship Management
- Team Leadership
- Talent Development
- Mentorship
- Succession Planning
- Communication
- Presentation Skills
- Active Listening
- Strategic Planning
- Operational Oversight
- Financial Stewardship
- Problem Solving
- Change Management
Location
- On-site – Tokyo, Japan
Work Type
- On-site
Experience Level
- Senior
- Minimum 10 years’ experience
About the Company
- 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.
- Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services.
- We take our responsibility to protect the personal information provided to us seriously.
- Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process.
- We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons.
- We will then delete it safely and securely.
- For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
- For additional details please see our career site pages for each country.
Equal Opportunity
- 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 HRSCLeaves@jll.com.
- 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.