Program Lead Soft Services

JLL empowers you to shape a brighter way.

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 youve got deep experience in commercial real estate skilled trades or technology or youre 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:

This position is responsible for ensuring a high level of client satisfaction within soft services areas including Janitorial Mailroom and Food Services within the EMEA region. You will deliver and support key IFM Programs and initiatives while ensuring business as usual consistency in processes and operational IFM Program delivery. This role contributes to JLLs business objectives by taking ownership for and supporting improvement in operational IFM Program delivery activities to meet contractual obligations guiding IFM teams through program requirements and championing compliance consistency and continuous improvement that enhances client satisfaction across the EMEA property portfolio.

What your day-to-day will look like:

• Guide IFM team including RFM SFM and FMs through IFM program requirements of local service delivery to meet contractual obligations
• Support relationships within clients Global Real Estate and Facilities teams to address operational challenges while championing compliance and continuous improvement
• Support and collaborate with internal and external stakeholders including TM FM Space and Occupancy team IT Security and EHS
• Develop and maintain detailed understanding of Clients business and key factors influencing their service requirements
• Support achievement of agreed IFM financial targets for areas of IFM Program responsibility while identifying opportunities to raise the bar
• Ensure IFM programs under ownership are delivered in adherence to contract and tracked/executed in line with account SLAs
• Lead development and progression of team members under leadership while collaborating with Global Stakeholders for harmonious communication.

Required Qualifications:

• Experience in similar role with Subject Matter Expert (SME) status in Soft Services Customer Experience Food Services and Quality
• Focus in Integrated Facilities Management with Soft Services bias supporting Client operations
• Experience in people management with demonstrated experience in balancing client interests with Firm interests
• Experience owning managing and supporting Facilities Management across multiple locations and countries
• Experience handling client and/or Firm sensitivities including knowing when to escalate with urgency or de-escalate risks
• Leadership ability and experience leading high performing teams (in-location and virtual)
• Understanding of technical processes and impact on delivery services with successful IFM Programs delivery experience.

Preferred Qualifications:

• Tertiary qualifications in Facilities Management/Engineering
• Experience in food services/catering operations
• Performance Management experience with project/program management and organizational skills
• Strong communicator with good presentation skills and verbal/written communication abilities (English and local language)
• Planning and organizational skills to prioritize work and meet tight deadlines with demonstrated client relationship skills
• Self-motivated and confident with gravitas flexible and able to adapt to rapidly changing situations
• Proven ability to initiate and follow through with improvement initiatives with ownership skills and experience.

Location: On-site

At JLL we are collectively shaping a brighter way for our clients ourselves and our fellow employees. We choose to take the more inspiring innovative and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration locally and across the globe which allows us to create transformative solutions for the real estate industry. We support each others wellbeing and champion inclusivity and belonging across teams.

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

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If this job description resonates with you we encourage you to apply even if you dont meet all the requirements. Were interested in getting to know you and what you bring to the table!

At JLL we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities we analyze your application for relevant skills experiences and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role yourepursuing.

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