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.
Senior Facilities Manager – UK
Location: Canary Wharf, London, UK (with responsibility for London HQ, London office, Glasgow and Manchester offices)
Role Purpose
An exciting opportunity has arisen for an experienced and customer focused Senior Facilities Manager to oversee our Integrated Facilities Management contract across multiple key sites. The Senior Facilities Manager will have responsibility for the London Head Quarters, a further London office, a Manchester office, and a Glasgow office, working closely with a team across all 4 sites to ensure JLL IFM contract delivery is achieved.
The Senior Facilities Manager is responsible for assisting in all aspects of client and tenant satisfaction, contract delivery, management of all hard and soft services, overseeing and supporting project works, financial management and leading the JLL team which includes Assistant Facilities Managers, Facilities Coordinators, Senior Workplace Ambassador Leads and Workplace Ambassadors.
What This Job Involves
Client Service & Relationship Management
Promote high level of satisfaction among client users by promptly responding to their service requirements
Develop close working relationships with Client Key Stakeholders, Landlord, Managing Agents and all FM vendors to ensure they fully understand the Client culture and become partners in delivering a high-quality service
Act as main point of contact for all campus related activity, office/building openings, and building issues including out of hours escalations
Ensure the whole FM delivery team works with a constant focus on delivering exceptional client and customer experience
Leadership & Team Management
Demonstrate leadership, give direction and mentor the JLL team on site to promote engagement and excellency in customer service and delivery
Lead and manage a team including Assistant Facilities Managers, Facilities Coordinators, Senior Workplace Ambassador Leads and Workplace Ambassadors across the London Head Quarters, London office, Manchester office, and Glasgow office
Hire, attract and retain a team of top talented employees and ensure company standards are met
Support team members' development through objectives and goal setting
Technical & Compliance Management
Oversee day-to-day site management activities including site functionality, escalation management, planning and client satisfaction across all four locations
Ensure compliance with JLL and client best practice, policies and procedures including statutory compliance, Quality and EHS compliance
Manage Building Management Systems and create and manage Preventative Planned Maintenance (PPM) schedules
Monitor PPM schedules, Operation and Maintenance Manuals, warranties, Task System, and Asset & Life Cycle Registers
Work with the technical team to ensure collection and monitoring of all technical documentation
Ensure knowledge of in-country requirements related to building regulations, H&S, contractors, and statutory regulations
Vendor & Service Delivery Management
Manage key vendor relationships to ensure delivery of services aligned to the statement of work and compliance with key deliverables
Engage with key vendors at management level to drive service delivery against agreed key performance indicators and service level agreements
Deliver or delegate service requests to ensure all requests are actioned within the agreed timeframe meeting Key Performance Indicators and Service Level Agreements
Monitor and ensure office housekeeping and cleanliness is delivered to highest standards and that soft services functions are delivered in a timely efficient and customer orientated fashion
Financial Management
Proactively manage spend and budget locally in line with JLL policies and procedures including the processing of PO's, invoices, budgets as required
Manage budget and spend ensuring alignment with JLL and Client policies and procedure, including creating Purchase Orders, processing invoices, managing service charges, rates, rent, insurance, local taxes as applicable to the site
Identify cost savings and cost avoidance opportunities
Project & Crisis Management
Act as go-to person in relation to all facilities/project/fit out/crisis management activities on site ensuring timely solutions and identification and removal of potential roadblocks
Ensure timely project solutions are made, risks are identified, and lessons learned, documented and shared
Oversee and support project works across all locations
Health & Safety
Responsible for Health & Safety during events, including contractor supervision, reviewing of H&S documentation and working closely with the Health & Safety Manager
Work in accordance with health and safety measures and promote best practice amongst colleagues, contractors and vendors at all times
Conduct audits to ensure office housekeeping and cleanliness is delivered to the highest standard
Continuous Improvement & Innovation
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies
Drive client-specific initiatives such as technology rollouts, benchmarking, best practices
Support account initiatives such as user experience programmes, JLL system rollouts, regional training programmes/workshops and others as appropriate
Work as part of the account sustainability network to deliver projects, innovations and best practice
Communication
Communicate efficiently to keep the Client and management team informed of any elevated risks or events, as necessary
Act as an ambassador of the JLL team
Required Skills and Experience
Essential Experience
Established background in facilities management and a proven track record in delivering combined hard and soft services
Experienced in the management of total FM services, preferably with some project management experience
Demonstrated experience of managing supply partners
Experience delivering combined services facilities management contract in a client site
Experience managing a team and people management skills
Experience using a Computerized Maintenance Management system for managing Preventative Planned Maintenance
Technical Skills
Advanced in Microsoft Office (Excel, Word, and Outlook)
Proficient with Word and Excel and have a keen interest in technology
Experience in using AutoCAD would be an advantage
Financial & Analytical Skills
Experienced in financial management and budgeting while identifying cost savings/avoidance
Personal Attributes
Able to build and maintain strong client relationships
Excellent communicator including presentation and negotiation skills
High attention to detail
Able to manage multiple projects and priorities
Able to network at all levels within the organization
Flexible and adaptable to changing business requirements
Able to display initiative, confidence and professionalism in all dealings
Can meet tight deadlines and work efficiently and collaboratively as part of a team to solve problems with professionalism and service focused approach
Driven to meet deadlines, manage time effectively and work in a pressurized fast paced environment
Open and have good communication skills
Strive for excellence and share ideas for improvement
Keep up to date with industry trends and have direct experience or an interest in customer service
Education
Degree qualified, preferably in property, facilities operations or engineering, or equivalent time on-site experience in facilities management
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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.
