Facilities Operations Manager

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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 description

We are seeking an Operations Manager to join our team.

Position Summary:

We are seeking an Operations Manager to join us in one of our Client’s regional locations (Hicksville, NY, Albany, NY, Syracuse, NY, Buffalo, NY and Boston, MA). This individual will report to the account team’s Manager of Operations and will directly support an account-based Integrated Facility Management (IFM) team. The position will be responsible for overseeing and optimizing our account team’s operations processes. This individual will utilize best facilities management practices by documenting and implementing processes and procedures into efficient and repeatable methods to deliver best in class operational outcomes.

An emphasis will be placed on improving the overall client experience as well as on positive and timely response to concerns or needs of the client. The Operations Manager will demonstrate leadership, responsiveness, and creativity while overseeing ongoing improvement initiatives for creating consistent, efficient and best in class delivery of our IFM scope of services. The role will drive client satisfaction, demonstrating value to the client with a focus by managing initiatives and process improvement efforts with responsiveness and urgency. The role will work hand-in-hand with our Engineering Manager and will be asked to leverage organizational skills, problem solving, and creative thinking to resolve escalated issues, drive continuous process improvement and team development in a dynamic environment. There will be extensive interaction with both internal and external customers to ensure seamless delivery of our services while meeting JLL’s goal to provide our clients with the highest level of service available.

Essential Functions:

- Provide operational leadership setting the account’s operational direction through matrix management of our IFM team, including Sr Facility Managers, Facility Managers and Engineers responsible for operations and maintenance programs for all building/site types within JLL’s managed portfolio.

· Work with key stakeholders, business, and key technical leaders to help align functional solutions and execute a plan for programs including data management, data governance, data quality, and operational alignment, along with reporting and analytics.

· Proactively manage assigned projects/programs to ensure milestones are achieved as planned including proactively managing execution progress, managing communications, reporting status, managing resources, managing change, removing roadblocks, and resolving conflicts.

· Develop and implement innovative programs and processes that aim to reduce short and long term operating costs and increase our field team’s productivity.

· Detect operational issues, process problems, and other risks and work with the appropriate team members to find resolutions.

· Oversight/support of our operational systems and tools that support the account’s IFM team which include but are not limited to Corrigo, IntelliCommand, Operations Risk Register, Telecom Site Tiering Tracker, Field Guide Processes, Arc Flash Program, and JLL Client Assurance Program (JCAP)

Manage the account / client risk register tracking all asset, facility, and process risks to client operations and facility / asset reliability. Develop and lead report out meetings with client’s upper management.

· Provide oversight for our Asset database and ongoing maintenance. Management of Facility inspection/assessment programs that will provide facility condition data that will feed the account Capital Budgeting process. Ensure data feeding Capital Asset Renewal dashboards is accurate and up to date.

· Utilize the asset database to develop asset replacement information that can be utilized by the account team as well as BU representatives to develop replacement strategies.

· Work with team to ensure Work Order service levels, client communication requirements, and reliability KPIs and CPIs are met.

• •Build successful relationships across the account, including regional and Center of Excellence, to ensure business requirements are understood and to promote confidence, forward planning and best practices – be a trusted advisor. Collaborate with account-wide team and proactively share and reapply all learnings, successes and best practices.
• •Lead cross-functional teams supporting daily use of computerized maintenance management systems (CMMS) while developing and executing comprehensive preventive and predictive maintenance strategies across multi-site portfolios.
• •Implement strategic vendor management frameworks that drive contractor accountability through performance-based SLAs, real-time work order tracking systems, and quarterly business reviews, while optimizing scheduling efficiency to reduce response times and ensure seamless coordination across maintenance and emergency service workflows.

· Position requires limited domestic travel within the client account’s portfolio.

Required Knowledge, Skills and Abilities (KSA)

• •Strong background in the Facility Management business and service delivery
• •Familiarity with critical system operations, standard operating procedures and industry standards with the management of MEP systems
• •Ability to effectively communicate engineering directives / initiatives to an operations team
• •Ability to manage urgent matters with thought leadership, collective reasoning, and a leadership mentality.
• •Managerial experience of direct and non-direct reports. Ability to get peers on board through vision sharing and trust.
• •Demonstrated ability to develop successful relationships with and influence customers, both internal and external.
• •Excellent verbal/written communication and presentation skills.
• •Proven record of providing excellent internal and external customer service.
• •Drive for results and innovation.
• •Strong organizational, management, and supervisory skills.
• •Experience in matrix management organization desirable.
• •Knowledge of Work Order or CMMS operating systems.
• •Advanced computer skills with emphasis on Excel and possess the ability to analyze data.

Supervisory Responsibilities:

• •Lead, manage and develop a professional, friendly, creative, energetic, and detail-oriented team of direct and indirect employee(s) in the delivery of service excellence.
• •Actively support an environment of teamwork, co-operation, performance excellence and personal success.
• •Participate in performance management and personal development planning for members of the team. Prepares succession and growth plans.
• •Act as an ambassador for JLL, adopting and maintaining the firm’s core values of Teamwork, Ethics and Excellence

Minimum Required Education & Experience:

• •Bachelor’s degree or equivalent work experience in Facilities Management with management/technical emphasis.
• •Minimum of 8 years industry experience either in the corporate environment, third party service provider or as a consultant.

• •Experience in engineering and/or operations leadership roles, with a focus on process improvement, technical excellence and innovation.
• •Proven track record in driving innovation and successful implementation of process initiatives.
• •Ability to adapt to a fast-paced and changing environment.
• •Excellent communication, leadership, and interpersonal skills.

This position does not provide visa sponsorship. Candidates must be