Work Place Services Manager

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

What this job involves - The Work Place Services Manager supervises and directs the operations and performance of Soft Services Vendors. Performs and /or directs the performance of all facility departmental service requests in soft services / Janitorial scope, ensuring that work performed in all spaces are accomplished efficiently with a minimum amount of disruption.

What is the day to day?

Customer Relationships (Client)

• Proactively develop and manage positive client partnership through due diligence and concise communications and ensuring that expected service levels are achieved.

• Develop strong partnership with the client through trust, actions and results.

• Deliver an exceptional quality of service to the client, as reflected by client feedback.

• Encourage proactive communication before and after the End User Satisfaction Survey and lead the development and completion of Action Plans.

• Meet KPIs for the Soft Service Scope

• Conduct Joint Audits to score KPIs with both the client and Soft Services Vendors

Leadership/Staff Management (People)

• Proactively maintain the positive "One Team" working environment through personal engagement, maintaining awareness of personnel relational issues and reconciling those issues in a positive, timely and visionary manner.

• Act as an ambassador for JLL by behaving consistently with cultural and ethical requirements and participating in company activities.

• Develop the team's existing skills and add new competencies to enhance service and drive opportunities for more self-performance

• Drive and promote safety culture within the portfolio including client, subcontractors, suppliers and visitors.

Service Delivery (Growth)

• Primary responsibility is to manage facilities soft services activities, such as pest control program, janitorial (housekeeping) services, landscaping, waste management, Interior plants, window washing, towel services, shredding, and any other soft services as assigned by the client.

• Stay current on the latest industry innovations and bring forward new opportunities to improve service levels and manage costs.

• Engage with the EHS team and assist with any technical issues arising from an incident, near miss, good catch, investigation or other circumstances which require a facilities soft services subject matter expert.

• Provide quality analysis of customer service results and develop effective response to strategic to proactively communicate action plans and issues to the site senior facilities leadership team.

• Accountable for soft services subcontractor and supplier management, and procurement compliance and ensure all critical services vendor services are completed as per expectations to deliver goods and services against contracts, quality agreements and client expectations.

• Assist in negotiating service contracts under the direction of the Senior Facility Management.

• Participate in development of soft services operating budgets of the client account, also identify cost savings opportunities within the workplace services program while summarizing and forecasting or unforeseen expenditures, and maintaining high level of customer satisfaction throughout the year.

• Establish positive relationships with Site Leads, area managers, business partners such as EHS leads, Finance, Procurement, CoE to establish trust and credibility in the delivery of IFM services.

• Provide input and support to strategic planning initiatives and work with Senior Facility Management to identify saving reduction opportunities and make recommendations to the Senior Facility Manager for consideration

• Assist in the development and completion of JLL Operational Compliance Program (OCP), and any other JLL corporate programs, as required.

• Support Business Continuity Planning. Report and align with the client, and drive mitigation as required.

Required Qualifications:

• 5+ years of experience in all aspects of soft services, vendor management, and/or employee workplace experience programs.

• Familiar with multiple Workplace Services areas, e.g. Janitorial, Internal Meetings, Document Services, Waste Management.

• Strong client management skills and demonstrated skills in managing high level client communications

• Ability to identify, evaluate and then articulate trade-offs, recommendations, and risks associated with changing requirements and/or reprioritizing labor and financial resources.

• Excellent verbal and written communication skills

• Strong organizational and prioritization skills

• Ability to efficiently manage many active work streams simultaneously

• Advanced computer and office software skills; Microsoft & Google.

• BA/BS Degree or equivalent facilities experience and training.

Preferred Qualifications:

• Experience in Pharma, Biotech or similar life science the sector is highly desirable.

Estimated total compensation for this position:

The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data .

Location:

Job Tags:

If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. 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. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

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