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The Facilities Manager is responsible for overseeing all aspects of facilities operations for Expedia in Japan, including the Tokyo office and a serviced office in Osaka. Acting as the single point of contact for local stakeholders, users, and the regional client, this role ensures the highest levels of service delivery, operational consistency, and client satisfaction. The Facilities Manager will lead the local team, implement global initiatives, manage vendor performance, and uphold compliance with all JLL and client standards.

KEY RESPONSIBILITIES
Facilities Operations
•    Serve as the primary point of contact for all facilities-related matters in Japan.
•    Manage daily delivery of facilities management services in compliance with JLL and client standards.
•    Implement operational procedures to ensure streamlined workflows and system reliability.
•    Oversee vendor and contractor performance against SLA and KPI targets.
•    Drive JLL initiatives such as compliance reviews, continuous improvement programs, and regional training.
•    Support client-driven initiatives including cost-saving programs, benchmarking, and best practices.
Financial Management
•    Develop and manage annual budgets in accordance with Expedia policies.
•    Monitor expenditures and identify cost-saving opportunities.
•    Ensure services are delivered within budget and staffing limits.
•    Optimize service delivery while maintaining profitability and operational efficiency.
Data Management, Policies & Audit
•    Ensure the integrity of system data through regular audits and reviews.
•    Maintain and enforce consistent policies and procedures aligned with global standards.
•    Ensure all team members are trained and familiar with policies and systems.
Customer Service & Stakeholder Engagement
•    Build and maintain strong relationships with clients and internal stakeholders.
•    Anticipate client needs and deliver proactive service solutions.
•    Champion a culture of service excellence within the team.
Event Management
•    Plan and execute all logistical aspects of office events.
•    Coordinate setup, vendor engagement, compliance checks, and on-site operations.
Training & Team Development
•    Identify training needs and ensure timely delivery of development programs.
•    Mentor and support direct reports to foster growth and capability.
Administration & Physical Mail Handling
•    Oversee the secure handling and timely processing of incoming physical correspondence in line with client policies.
Landlord & Vendor Coordination
•    Act as liaison with landlords, serviced office providers (e.g., WeWork, The Executive Centre), and internal teams to resolve facility-related issues and manage requests.
Reporting & Compliance
•    Prepare and submit monthly management reports and dashboards.
•    Track and report performance against SLAs, KPIs, and client expectations.
Leadership & People Management
•    Promote teamwork and high performance within the facilities team.
•    Act as a coach and role model to inspire high morale, trust, and professional conduct.
•    Lead succession planning and staff development initiatives.
•    Set and maintain standards for behavior and service delivery across all staff and vendors.
Contract & Vendor Management
•    Source and appoint vendors in line with JLL and client standards.
•    Prepare contracts and submit to the local procurement team and management for review and approval.
•    Execute contracts and ensure timely onboarding of vendors.
•    Monitor vendor performance using agreed KPIs and take corrective actions when necessary.
•    Ensure all contracts are uploaded and maintained accurately in Jaggaer.

KEY PERFORMANCE INDICATORS (KPIs)
•    Client satisfaction scores
•    SLA and KPI compliance
•    Budget and forecast accuracy
•    Implementation of best practices
•    Staff engagement and development
 

Location:

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!

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