Facilities Services Manager - Tokyo

The Role                                                                                                                  

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.

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.

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.

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.

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.

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.

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.