Job Description

JLL supports the Whole You, personally and professionally.



Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.



Senior Technology Program Manager



Role Overview

The Program Coordinator is responsible for overseeing and driving delivery of technology, data solutions, and associated support services across a portfolio of customer account(s). The Program Coordinator is a leadership position within our Work Dynamics Technology Group and is aligned to our global Integrated Delivery Management (IDM) function. This role serves as the delivery excellence link between the customer, JLL Technologies, and JLL's Work Dynamics (WD) business stakeholders.

The Program Coordinator optimizes technology outcomes for our customers and helps grow JLL's direct technology and Work Dynamics businesses by: (i) orchestrating delivery efforts across all technologies in play on an account, (ii) leveraging the full capabilities of our global delivery execution teams, (iii) coordinating all technology delivery engagements across the full account life cycle, and (iv) leading in optimizing end-to-end facility management (FM) processes by leveraging technology.

The Program Coordinator realizes success by commanding multiple delivery engagement types, across a diverse ecosystem of technology solutions, in a complex global enterprise environment. The Program Coordinator exercises strong business and financial acumen as well as leveraging strong internal and external interpersonal relationships to achieve desired objectives. Ultimately, the Program Coordinator enables our customers and JLL's business to drive successful real estate business and technology outcomes through the holistic and effective delivery, use, and support of technology and data.

Role Responsibilities



Manages overall service delivery and business success across the portfolio of Client account

Accountable for overall technology delivery success by orchestrating delivery efforts across all technologies in play on assigned accounts, ensuring delivery performance is aligned with the contractual scope of services and service level agreements

Accountable for resource management processes including resource forecasting, supply and demand management, commissioning and de-commissioning resources, and managing resource assignments

Oversee performance of assigned direct and indirect technology resources to ensure that teams and individuals are meeting/exceeding delivery expectations, identifying and addressing any performance issues as needed with other direct managers and matrix managers

Partners with direct sales, Client Growth, and Account Directors/Exec leaders to help identify, monitor, and advance opportunities for organic account growth, net new growth, and renewals

Provides inputs and/or authors Statements of Work (SOW) and Scope of Services documents including staffing estimates, LOEs, skills, timelines, delivery models, pricing models/estimates

Understands and navigates contracts (MSAs, PSAs, SOWs, subcontracts, etc.) to protect JLL's business interests and mitigate risk in delivery engagements

Accountable for the timely transition of opportunities from the sales/solution phases into delivery/kickoff phases including the mobilization of all tech delivery resources

Oversees project(s) performance during implementation/transition phases in coordination with the assigned Project Managers and Program Managers

Oversees team performance (can be direct and/or indirect staffing) during operational and support phases in coordination with the assigned Operations Managers and Support Managers

Accountable for ensuring JLL's account management and delivery management governance processes, controls, and best practices are utilized on assigned customer accounts

Accountable for financial targets (at the engagement- and account-level) including managing tech revenue, profitability, operational/staffing budgets, costs, accruals, forecasting, etc.

Serves as an escalation point for delivery-related issues and risks, leading issue resolution and root cause analysis (RCA) efforts

Works with JLL Work Dynamics Account Directors/Exec leaders to ensure on-account technology solutions enable JLL core business services and meet associated KPIs and SLAs

Provide inputs to account planning processes ensuring that tech roadmaps, product plans, execution plans, and other delivery commitments are delivered according to account strategy

Understand the commercial and financial models associated to JLL's direct technology business, productized services offerings, and WD tech-enablement, possessing the business and financial acumen to navigate and manage across multiple models

Help balance, solution, and achieve "win-win" outcomes across varied internal and external stakeholder groups, even when individual incentives are not necessarily aligned

Account Specific Requirements:

Leveraging broader JLL Technologies expertise and research, be accountable for bringing thought leadership on technology innovation and digital transformation to Client team and Account team

Lead process optimization and redesign using design thinking methodologies to improve efficiency and operation experience

Drive the digitalization of FM processes by conducting user research, creating personas, and implementing digital solutions

Ensure the ongoing maintenance and support of on-account technology systems, including data management and maintenance.

Implement and adapt the client's existing data analysis framework, including managing through journey, value mapping and control tower methodologies Analyze performance data, manage existing dashboards, and collaborate with the client's data team to define requirements for new dashboards that will provide actionable insights

Role Requirements

Ideal candidate should have demonstrated the following competencies:

Accountable for the performance and results of a team, with work primarily achieved through others and a % of performance measured by results of the team

Identifies and resolves technical, operational, and organizational problems and adapts plans and priorities to address resource and operational challenges

Provides technical guidance to employees, colleagues and/or customers

At senior levels, the Program Coordinator may manage professional employees with accountability for setting direction, deploying resources, leading pay performance, goal setting and development discussions (including hiring/firing authority)

Provides functional leadership both through direct reports and indirect reports

Requires in-depth understanding of different systems, theories, and practices across varied technology delivery engagements with basic knowledge of other disciplines (business, financials, pre-sales/sales, people management, etc.)

Applies a strong understanding of the industry and how own team, multiple teams, or practice area contributes to the achievement of objectives

Guides, influences, and persuades others either internally in other areas or externally with customers or partners

Education Credentials

Requires a bachelor's degree in addition to 5-years+ broad range of business and technical delivery experience

Experience with SDLC, Agile, ITSM, and/or ITIL industry best practices and methodologies

Intimately familiar with the world of corporate real estate (CRE) including portfolio and facilities management functions, businesses, processes, stakeholders, markets, etc.

Understands real estate technology market:

PropTech, IWMS, Smart Buildings, IoT, GenAI, etc.

Cultural sensitivity as well as demonstrated diversity and inclusion training



If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table!



Personalized benefits that support personal well-being and growth:



JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.