Job Description

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.



Workspace Delivery Manager

Work Dynamics (Integrated Facilities Management)



ROLE AND RESPONSIBILITIES



ROLE AND RESPONSIBILITIES



OVERALL ROLE

This position is in its nature proactive and focused on the detail, to ensure Workspace services are delivered to an agreed consistent standard to enable Occupant and Guest Experience based on requirements "works every time", while maintaining safe working practices throughout all we do.



The role oversees the day to day service delivery by the Workspace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with the Workspace Experience team to ensure gearing of the service delivery to the ultimate target of creating Customer Delight, with agility of mind, and so service provision, to maintain this alignment.



A key aspect of this role is leading the team to deliver expected standards, maintain clean & hygienic workspaces, seamless GRE services, engagement with other service partners such as Security and Dining Services, with Landlords as relevant, to deliver on consistency of service to Occupants and Guests.



MAJOR RESPONSIBILITIES

Transforming to the Workspace Team of the future



Participate in ad-hoc projects when required

Commitment to deliver the best level of service every time through obsessive level of attention detail

Ensures resets back to agreed format, including owning Clear Deck policy / and associated reporting to Workspace Experience team to allow for onward sharing with LOBs

Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean Workspace

Ensure there is a highly proactive, responsive, dynamic and agile team



Client/Stakeholder Management (in support of the Workspace Lead)

Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved

Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators

Deliver an exceptional quality of service to the Client, as reflected by Client feedback

Actively recover feedback from the end user



Leadership / Staff Management

Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success

Proactively manage the team to deliver Delight

Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors



Operations Management

Functional operational control to deliver excellence every time

Implement service tasks, procedures and policies and measure performance

Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered

Understand the operational & technical requirements of the site and ensure that current contracts are maintained to provide necessary supplies and services

Provide comprehensive Workspace management for the office premises

Implement and manage the change control process

Resolve user's complaints and concerns with solutions and follow up

Be able to resolve problems or improve operations

Implementation of service task, procedures and policies

Prepare risk assessments for self-delivery

Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations

Report building incident following with set escalation channels with measures and solutions

Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management

Coordinate, manage and oversee vendors to perform a wide range of Workspace-related services

Ensure service deliverables meet SLAs and KPIs

Work with all related parties on timely delivery of all services

Ensuring up to date information on Client's Property Services SharePoint

When necessary raise risks to Workspace Experience Site Lead for further investigation

Continuous Improvement implementation

Cost saving mind-set that drives value for service at every level

Managing budgets and ensuring cost-effectiveness

Collect, analyse, and report statistical data as may be required to provide accurate and current assessment of management objectives



CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA



Ideal Experience

Experience of 8 + years in hospitality/facility management

An added benefit would be a Bachelor's degree in facilities management/Hotel Management/Hospitality Management, building, business or other related field.

Excellent verbal and written communication skills as well as presentation skills

Strong analytical, organization and administration skills

Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements



Critical Competencies for Success (with corresponding 'I am JLL behaviours')

Client Focus & Relationship Management - 'I Value my Customers'

Demonstrates proactive & professional approach to customer service and stakeholder engagement

Has a natural hospitality-orientated communications acumen

Ability to interact with a wide range of client staff, including senior levels

Ability to manage conflict and balance between client and firm requirements

Has a customer service oriented attitude

People Management and Team Leadership - 'I am a Team Player'

Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

Program Management & Organizational Skills - 'I am Proactive'

Excellent planning & organizational skills to prioritize work and meet tight deadlines

Proven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking - 'I am Innovative'

Capacity to deal with ambiguity and solve complex problems effectively

Analytical, proven ability to solve problems using a quantitative approach

Proven ability to employ holistic approaches and looks at long term solutions



Other Personal Characteristics

Detail focussed and proactive in nature

Self-motivated

Exhibits honesty & trustworthiness

Open to new ideas & willing to challenge status quo

Works well with diverse teams from various countries/cultures



KEY STAKEHOLDERS

Management Staff

Client Representatives

Client Occupants / End-users

Vendor Staff



DIRECT REPORTS

TBC



INDIRECT REPORTS

TBC



REPORTING TO

Workspace Delivery Lead

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.