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Our people at JLL 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.
Position Overview
The Senior Facilities Manager (SFM) is the Account Lead and serves as one of JLL's most important front-line leadership positions, responsible for delivery to the client across multiple service lines while managing diverse responsibilities and priorities. This role acts as the primary point of contact for all matters related to the account, building and maintaining strong, long-lasting customer relationships backed by competence, knowledge, and experience. The SFM is accountable for strategic leadership, operational excellence, cost savings, compliance, innovation, risk management, and supporting dynamic client needs in the Integrated Facility Management (IFM) space. This role requires advanced technical and customer experience expertise, project management skills, and the ability to lead teams in complex, regulated environments.
Key Accountabilities & Responsibilities
Strategic Leadership & Account Management
- Act as the primary point of contact for all matters specific and related to the account, serving as a strategic partner to the client.
- Develop forward-looking, peer-reviewed strategic plans that maximize profitability and leverage JLL's capabilities.
- Create and execute annual account business plans aligned with client growth and JLL's profitability, including specific growth plans and initiatives that support account expansion and win:win outcomes.
- Drive and track cost-saving initiatives and innovative solutions (including technology, process, and sustainability improvements) to deliver measurable value and support account profitability and growth.
- Build and maintain strong, long-lasting customer relationships, ensuring deep understanding of client business and strategic objectives.
- Oversee customer account management including forecast, budget, and tracking of key account metrics.
- Ensure seamless and efficient delivery, improving cost optimization, mitigating risk, and fostering sustainable practices, including the development of the team and cross-skilling.
Client Relationship Management
- Conduct regular client engagements, including weekly operations meetings, monthly management review meetings, and quarterly business reviews (QBRs).
- Demonstrate strong attention to detail and proactive communication of updates, issues, risk mitigation solutions, and delays.
- Proactively engage stakeholders to ensure that on-site client expectations are met.
- Build and develop effective client/stakeholder relationships across multiple levels of the organizations (JLL and Client).
- Serve as on-site key point of contact for Facilities in the client's premises.
- Maintain close liaison with the client on-site representatives to address problems and/or enhance working environment performance.
Operational Excellence & Site Operations Management
- Manage all building-related technical and service contracts, develop and implement procedures and performance measures to ensure efficiency, accuracy, reliability, and safety of work methods and systems.
- Ensure compliance with contract requirements and manage risk, acting as the ultimate compliance authority for the account.
- Manage internal reporting such as development tracker, opex and capex pipeline, compliance, risk, and issues.
- Recommend continuous quality improvement practices and implement industry best practice operations.
- Implement building procedures and performance measures and ensure they are maintained at all times.
- Ensure all Critical Environment (CEM) requirements are met, including compliance with ISO, GMP, and EHS standards.
- Review existing operations regularly to reduce costs and improve operational standards.
- Provide 24/7 emergency call support and site attendance as required.
- Coordinate critical out-of-hours issues and participate as a key team member in investigations and responses to emergency situations.
- Ensure uninterrupted site operations and be present at major events, incidents, and shutdowns.
Business Development & Growth
- Develop new business and identify new and innovative business opportunities, expanding the share of wallet by solving client pain points.
- Initiate and participate in contract negotiations and agreements.
- Work collaboratively with facilities team colleagues both within the client location and in the wider Jones Lang LaSalle network.
- Act as a strategic partner to the client, identifying and supporting account growth opportunities, expanding service scope, and ensuring mutually beneficial outcomes.
Team Leadership & People Management
- Build and lead empowered, technically capable account teams whose competencies align with the client's industry and business.
- Foster talent development and conduct quality career development conversations, including robust succession planning and cross-training initiatives.
- Manage diverse teams across the portfolio.
- Manage and coach team members, developing and sustaining a high-quality, well-motivated team.
- Ensure high staff morale, trust, and work ethics.
- Build and maintain an environment that supports teamwork, cooperation, and performance excellence within the team.
- Mentor and enable training and development of team members to ensure staff development to anticipate/meet client requirements and growth.
- Demonstrate flexibility and adaptability to support evolving client requirements, new technologies, and changes in the business environment.
IFM-Specific Responsibilities
- Oversee integrated facilities management services including hard and soft services.
- Manage IFM service delivery models (self-performed and sub-contracted) covering facility management, workplace services, site services, ground maintenance, engineering services, employee services, utilities and energy, and specialty services.
- Ensure governance and account management structures are in place.
- Identify account-level resources for quality management and implementation of global playbooks.
- Sponsor the Asset Management Program and Audit program, allocating resources and ensuring delivery execution.
- Leverage technology and data analytics (e.g., CMMS, IoT, analytics platforms) to drive operational efficiency, transparency, and continuous improvement in service delivery and asset management.
Procurement & Vendor Management
- Manage all 3rd party/subcontractor performance, ensuring vendors are well-managed, deliver services on time and within budget, and minimize JLL’s risk exposure.
- Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as Jones Lang LaSalle best practice.
- Ensure vendors are selected based on their familiarity with the local market situation, enabling them to offer timely and effective responses to service requests.
- Consolidate contracts and suppliers to leverage volume purchasing power and streamline vendor relationships.
Contracts Management
- Plan and manage all contracts to ensure that they are professionally delivered at the right costs.
- Ensure expiry of contracts are well-monitored and re-procurement is initiated and all compliance needs are met including licensing and insurance coverage.
- Ensure contracts are continually assessed to deliver best value to the client.
Financial Management
- Actively work to ensure that the site's financial operations are meeting or exceeding targets and control requirements, including the Jones Lang LaSalle Code of Ethics.
- Ensure financial processes are followed at all times with no non-compliance outcomes.
- Develop and accurately oversee the forecast and budget management for the account, including opex and capex.
- Track and report on cost savings achieved, ensuring alignment with client and JLL targets.
Health, Safety, Security & Environment (HSSE) Management
- Champion a culture of compliance and safety, ensuring all operations, financial processes, and service delivery meet or exceed JLL and client standards, statutory regulations, and audit requirements.
- Ensure the provision of a safe working environment and compliance with statutory regulations on fire, health, and safety standards.
- Ensure all working environments meet all requisite OH&S Standards.
- Support the Account HSSE Manager with determining appropriate actions to address risks and opportunities.
- Lead the development, implementation, and regular testing of integrated risk management and business continuity frameworks, proactively identifying and mitigating oper