EMEA Program and Operations Enablement Lead

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The EMEA Program and Operations Enablement Lead is a strategic operational role responsible for driving integrated facilities management (IFM) excellence across a complex customer portfolio spanning 38+ countries and 280+ FM professionals across EMEA. This position serves as the orchestrator of seamless execution, operational excellence, and continuous improvement for all IFM platform and program delivery.

Reporting to the EMEA IFM Director, this role functions as a strategic integrator who breaks down organizational silos by connecting all teams and functions to ensure cohesive collaboration and end-to-end service delivery through a unified One JLL approach. The successful candidate will lead a centre of excellence that establishes best-in-class standards, robust reporting frameworks, and innovative operational solutions that consistently exceed contractual requirements and client expectations while advancing sustainability objectives across the portfolio.

This role combines elements of Integrated Program Manager, Regional Operations Manager, and Client Relationship Manager, requiring the ability to work effectively with JLL functional leads and client stakeholders with varying priorities and operational styles.

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Key Responsibilities

Platform Leadership & Development

Partner with IFM Executive Leadership to define the vision and build the strategic roadmap for IFM platform development and evolution

Lead and develop the IFM Platform team, ensuring cohesive service delivery by leveraging centres of expertise to maximize client value

Identify and implement opportunities for process simplification, enhanced outputs, and optimized data flow across the platform

Coordinate innovation pipeline and communication around continuous improvement initiatives, with particular emphasis on sustainability innovations and green technology adoption

Establish and lead a peer review workstream across account service platforms, facilitating collaboration and continuous quality improvement

Champion cross-account best practice sharing and knowledge transfer to drive operational excellence and accelerate adoption of sustainability best practices

Oversee the introduction and integration of new functions to enhance IFM operational quality and excellence

Provide leadership and development for direct reports including EHS Lead, Sustainability Lead, Workplace Experience Lead, and BI Manager, ensuring sustainability is embedded across all platform functions

Program Coordination & Delivery

Coordinate IFM contribution and resource allocation for new Global Real Estate (GRE) programs, ensuring sustainability criteria are integrated from inception

Partner with IFM teams to ensure proper adoption of all IFM and GRE programs in new locations, including sustainability initiatives and environmental performance standards

Serve as a key resource in delivering strategic operational excellence programs, promoting a unified team culture and exceptional customer experience while driving decarbonization and circular economy principles

Build and manage comprehensive action plans based on client feedback and strategic initiatives, incorporating sustainability targets and environmental improvement objectives

Collaborate with JLL teams across all functions to close action items and provide regular progress reporting to clients, including sustainability milestone achievements

Champion innovation in sustainable operations, identifying and piloting emerging technologies and practices that reduce environmental impact while improving operational efficiency

Oversee workplace experience program delivery, working closely with the Workplace Experience Lead to design and implement programs that enhance employee engagement, wellbeing, and productivity across diverse workplace environments

Build and manage comprehensive action plans based on client feedback and strategic initiatives, incorporating sustainability targets, environmental improvement objectives, compliance remediation activities, and workplace experience enhancement opportunities

Reporting & Analytics

Design and implement structure for IFM operational reporting to the customer, incorporating comprehensive sustainability metrics including carbon emissions, energy consumption, waste diversion, and water usage

Drive continuous improvement of IFM reporting capabilities and data warehousing, ensuring robust tracking of environmental KPIs and ESG performance indicators

Coordinate relationships between IFM platforms, data analytics, and reporting functions to deliver integrated sustainability dashboards

Develop and present benchmarking data across sites and regions, enabling efficient portfolio observation and understanding of both operational and environmental performance trends

Deliver meaningful reporting and data insights that demonstrate measurable improvements in compliance, cost efficiency, service quality, and sustainability outcomes

Create transparent reporting frameworks that track progress toward net-zero targets, renewable energy adoption, and other client sustainability commitments

Document and manage potential operational risks while ensuring compliance with Master Service Agreement (MSA) obligations through regular assessment, including environmental compliance and sustainability contractual requirements

Strategic Planning & Execution

Collaborate closely with EMEA IFM Director and Operations Director to develop and execute IFM delivery strategies aligned with contractual KPIs and sustainability targets

Develop strategic IFM platform tools that support delivery excellence, drive first-class FM services, and enable data-driven sustainability decision-making

Lead the formulation of strategy roadmaps by working backwards from optimal future states in platforms, programs, and reporting, with clear pathways to achieving environmental objectives

Drive innovation in sustainable facilities management practices, exploring circular economy models, renewable energy integration, and carbon reduction strategies

Identify and evaluate emerging sustainability technologies and solutions that can be scaled across the portfolio to deliver environmental and operational benefits

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Required Qualifications

Education & Experience

Bachelor's degree in Business Administration, Operations Management, Facilities Management, Sustainability, or related field; Master's degree preferred

10+ years of progressive experience in facilities management, operations management, or integrated program management

5+ years of leadership experience managing cross-functional teams in a matrix organization

Proven experience managing large-scale, geographically distributed operations across EMEA or similar multi-country regions

Demonstrated success in developing and implementing operational excellence frameworks, continuous improvement programs, and sustainability initiatives

Track record of delivering measurable environmental improvements alongside operational excellence

Technical Skills & Knowledge

Deep understanding of integrated facilities management principles, practices, and industry best practices

Strong knowledge of sustainability frameworks, ESG reporting standards, and environmental management systems (ISO 1400