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The?Facilities Services Manager is accountable for the day-to-day delivery of facilities and workplace services, ensuring a safe, compliant, and well-functioning office environment. This role acts as the local operational owner, working hands-on while coordinating vendors, landlords, and internal stakeholders. The position plays a key role in supporting a high-quality workplace experience in a hybrid working environment.

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Key Responsibilities

1. Workplace Operations & Service Delivery

• Own the day-to-day delivery of facilities and workplace services, ensuring a safe, compliant, well-maintained, and professional office environment.
• Conduct regular floor walks and workplace inspections to proactively identify maintenance, safety, security, and workplace experience issues, driving timely remediation.
• Manage facilities service requests through approved systems, ensuring timely responses, clear communication, and appropriate escalation.
• Provide hands-on operational support when required, including short-term reception or front-of-house coverage to maintain service continuity and visitor experience.

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2. Health, Safety, Security & Compliance

• Ensure compliance with business continuity, workplace health and safety requirements, including risk assessments, corrective actions, incident response and incident/near-miss reporting in line with SOPs and local regulations.
• Enforce physical security and access control procedures, manage exceptions, respond to incidents, and escalate concerns according to established protocols.
• Maintain emergency, health & safety, and business continuity documentation, and support emergency drills and notification testing.

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3. Vendor, Landlord & Building Management

• Coordinate routine and reactive maintenance with building management, landlords, and service providers, ensuring work is delivered safely, to standard, and with minimal business disruption.
• Oversee on-site vendor performance across scope, quality, safety, and service levels, addressing performance issues through corrective action or escalation as required.
• Act as the primary local point of contact for facilities-related operational matters.

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4. Financial, Procurement & Asset Management

• Manage facilities-related OPEX within approved budgets and support minor CAPEX initiatives in line with delegated authority and approval frameworks.
• Support procurement and payables processes, including obtaining quotes, validating invoices, securing approvals, maintaining documentation, and escalating discrepancies.
• Manage workplace supplies, consumables, and facilities inventory to ensure operational continuity and cost control.

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5. Workplace Experience & Change Initiatives

• Support onboarding and offboarding, including access coordination, facilities setup, Day 1 office orientations, and reinforcement of workplace standards and policies.
• Contribute to workplace and real estate initiatives such as office moves, space reconfigurations, refurbishments, and workplace upgrades.
• Support local workplace initiatives, ESG-related activities, and represent Facilities Services in local operational or corporate forums as required.

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At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

Essential

• 6–8+ years of experience in facilities or workplace services.
• Ownership of day-to-day facilities operations.
• Proven experience coordinating vendors, landlords, and building management, including performance oversight and issue escalation.
• Hands-on, operationally accountable approach, with the ability to step into service delivery as required to maintain continuity.
• Experience delivering workplace or real estate initiatives, such as office moves, refurbishments, space changes, or landlord works.
• Strong stakeholder management and communication skills, with the ability to work effectively with internal partners and external service providers.
• Sound understanding of workplace health, safety, security, and compliance requirements, and application of SOPs.
• Native-level Japanese and business-level English communication skills, both written and verbal.

Desired

• Experience overseeing reception or front-of-house services, including coverage planning and service standards.
• Exposure to facilities-related OPEX management and procurement processes.
• Experience working in a multinational or matrixed organisation.
• Exposure to ESG, sustainability, or workplace efficiency initiatives within a corporate environment.
• Relevant degree or professional qualification (e.g. facilities, engineering, business) preferred but not essential.