Role Purpose:
The IFM Program Manager – Soft Services is responsible for ensuring a high level of client satisfaction within their areas of responsibility e.g. Janitorial, Mailroom, Food Services etc. within the EMEA region. Delivering and supporting key IFM Programs, initiatives as well as ensuring business as usual consistency in processes and operational IFM Program delivery . The role takes ownership for and supports improvement in operational IFM Program delivery activities to meet contractual obligations with respect to the EMEA property portfolio of the Client now and for the future.
What this job involves:
- Guide the IFM team including RFM, SFM and FM’s through the IFM program requirements of local service delivery to meet the contractual obligations of Jones Lang LaSalle for the Client Account.
- Support relationships within the clients Global Real Estate and Facilities teams to address operational challenges head on championing compliance, consistency and continuous improvement within the IFM programs under their Ownership and responsibility
- Support and collaborate with all internal and external stakeholders as needed – including TM, FM, Space and Occupancy team, IT, Security, EHS and all strategic partners.
- Develop and maintain a detailed understanding of the Client’s business and key factors influencing their requirement for our services.
- Be a key player supporting the achievement of the agreed IFM financial targets for their areas of IFM Program responsibility
- Develop an understanding of the services provided by Jones Lang LaSalle. Identify opportunities to raise the bar and continuously improve the IFM Service Delivery.
- Ensure the IFM programs under their Ownership and responsibility are delivered in adherence to the contract.
- Support the Delivery of services in line with key performance indicators, service levels and client program Delivery methodology.
- Support IFM Management and ensure the quality, consistency and compliance of IFM program delivery on the Client Account.
- Ensure all standard operating procedures, processes and Program methodology are adhered too and are fit for purpose for their area of Ownership and Responsibility.
- Support the Delivery of all regional initiatives and programs as directed
- Follow reporting, standard operating procedures, systems, Program methodology and HR practices in line with the regional consistent approach
- Support the delivery of all Health & Safety and Environmental requirements that are defined on work instructions or communicated in training.
- Follow required emergency prevention and operational controls
- Report all accidents, occupational illnesses and emergencies
Every day is different, and in all these activities, we’d encourage you to show your ingenuity.
Sound like you? To apply you need to have:
- Experience in a similar role
- Consider yourself a Subject Matter Expert (SME) in Soft Services
- Focus in Integrated Facilities Management – Soft Services Bias – supporting Client operations.
- Tertiary qualifications in Facilities Management / Engineering will be advantageous
- Experience in Owning, managing and supporting Facilities Management across multiple locations and Countries
- Experience in handling client and/or Firm sensitivities’ knowing when to escalate with urgency, or how to de-escalate certain risks
- Leadership – Ability and Experience in leading a high performing team (in-location and virtual)
- Demonstrated experience in balancing the interests of the client with those of the Firm
- Experience in translating client needs
- Technical Competence
- Understanding of Technical Processes and impact on delivery services (SOW)
- Understanding and experience successfully delivering IFM Programs
- The management of schedules, budgets, contracts, invoices, processes
- Quest for Excellence
- Through continuous improvement
- Performance Management
- Problem Solving & Strategic Thinking
- Ability to connect technical matters with monetary and business
- Capacity to deal with ambiguity and solve complex problems effectively
- Analytical, proven ability to solve problems using an objective approach
- Demonstrate an ability to look at long term solutions
- Project, Program Management & Organizational Skills
- Planning & organizational skills to prioritize work and meet tight deadlines
- Demonstrated client relationship skills
- Strong communicator – good presentation skills and possesses strong verbal & written communication skills (English & local language); also an active listener
- Self-motivated and confident, Gravitas
- Flexible – able to adapt and effectively deal with rapidly changing, stressful situations
- Proven ability to initiate and follow through with improvement initiatives
- Able to work independently and be a team player
- Exhibit of honesty & trustworthiness
- Proven and demonstratable Ownership skills and experience
What you can expect from us
- You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
- Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay. We’ll offer you a competitive salary and benefits package.
- Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where JLL can take you…
Apply today!
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