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.

What this job involves:

As a Soft Services Manager at JLL, you will work closely with the JLL Account Lead & Workplace Experience Team to create and deliver the best workplace & exceptional experiences at client sites while being accountable for anticipating client needs and delivering to outperform on key performance indicators within the contract and building financial plans to exceed revenue and profitability.



This strategic client management role combines operational excellence with relationship leadership, requiring you to create and manage high performing Facilities/Soft Services teams that deliver operational excellence while keeping team members engaged and thriving, understanding the firm's strategy and goals to translate those into business opportunities while ensuring all contract deliverables are met or exceeded including operational uptime, cost savings initiatives, energy consumption reduction initiatives, and service improvements.



You will play a crucial role in JLL's commitment to exceptional workplace experiences by providing strategic Client Relationship Management, building high performing teams through continuous improvement and innovation, driving Operations & Compliance Performance across all JLL-managed properties, and effectively managing communications across regions while delivering client satisfaction that exceeds expectations.

What your day-to-day will look like:

Provide strategic Client Relationship Management by partnering with JLL Global Director and Leadership team to develop account's IFM strategic operating plan



Build and manage high performing teams by fostering continuous improvement culture and leveraging business intelligence for service delivery efficiencies



Drive Operations & Compliance Performance by managing all Client regional workplace experiences and facilities services activities



Oversee regional continuous improvement initiatives while supporting account and departmental strategic planning



Effectively manage communications across regions between team and Client contacts, particularly during service outages and facilities gaps



Proactively develop and manage relationships with client's Workplace Experience team to exceed service delivery expectations



Drive annual plans to deliver high quality results while becoming reference for best-in-class service delivery



Work with Concierge and Events teams to ensure consistent delivery across all JLL services while recommending workplace asset improvements.

Required Qualifications:

10+ years' experience in facility and operations leadership with responsibility for leading high-performing teams in service environments



Degree in Facility Management, Business Administration, Finance, Project Management, Engineering or similar field with advanced Workplace Experience knowledge



Knowledge of commercial real estate, project management and real estate finance fundamentals



Accomplished thought leader with successful track record delivering strategic operating plans through leading practices and performance standards



Exemplary Client Relationship Management skills managing up & down within high-performing JLL and Client organizations



Strong team builder who motivates, develops and challenges team members to maximize potential



Proven time management and delegation skills with ability to manage multiple priorities in fast-paced, matrixed environments



Credible, impactful communicator operating with "no surprise" approach and preparing succinct executive communication updates.

Preferred Qualifications:

Strong analytical ability, judgment, problem-solving and crisis management skills with ability to assess situations and execute solutions



Excellent interpersonal and relationship building skills with technical proficiency in basic computer applications



Experience with workplace asset replacement/refurbishment works and lifecycle management



Understanding of OH&S, environment and risk management policies and procedures



Background in revenue generation and cross-functional resource engagement for business growth



Knowledge of Facilities Management industry best practices and tactical application



Experience with root cause analysis and service delivery failure prevention



Familiarity with performance specifications and contract compliance management.

Location:

On-site

What you can expect from us:

JLL supports the Whole You, personally and professionally with professional growth, flexibility, and personalized benefits



You'll join an entrepreneurial, inclusive culture where we succeed together - across the desk and around the globe



Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay



Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you.



At JLL, we are committed to hiring the best, most talented people in our industry and supporting them through professional growth, flexibility, and personalized benefits. We empower you to shape a brighter way forward so you can thrive professionally and personally. Our people are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients.



JLL is an Equal Opportunity Employer committed to diversity and inclusion.

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.