Emea Program Lead

6 months ago


London, United Kingdom JLL Full time

JLL supports the Whole You, personally and professionally.

We are looking for an IFM Program Lead - Soft Services for our Integrated Facility Management business line.

About JLL

We’re JLL. We’re a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate.

If you’re looking to step up your career, JLL is the perfect professional home. At JLL, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You’ll also make long-lasting professional connections through sharing different perspectives, and you’ll be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions - join us at JLL

**Role Purpose**:
The IFM Program Lead - Soft Services is responsible for ensuring a high level of client satisfaction within their areas of responsibility e.g. Janitorial, Mailroom, Food Services etc. within the EMEA region. Delivering and supporting key IFM Programs, initiatives as well as ensuring business as usual consistency in processes and operational IFM Program delivery. The role takes ownership for and supports improvement in operational IFM Program delivery activities to meet contractual obligations with respect to the EMEA property portfolio of the Client now and for the future.

**What this job involves**:
Guide the IFM team including RFM, SFM and FM’s through the IFM program requirements of local service delivery to meet the contractual obligations of Jones Lang LaSalle for the Client Account.
Support relationships within the clients Global Real Estate and Facilities teams to address operational challenges head on championing compliance, consistency and continuous improvement within the IFM programs under their Ownership and responsibility
Support and collaborate with all internal and external stakeholders as needed - including TM, FM, Space and Occupancy team, IT, Security, EHS and all strategic partners.
Develop and maintain a detailed understanding of the Client’s business and key factors influencing their requirement for our services.
Be a key player supporting the achievement of the agreed IFM financial targets for their areas of IFM Program responsibility
Develop an understanding of the services provided by Jones Lang LaSalle. Identify opportunities to raise the bar and continuously improve the IFM Service Delivery.
Ensure the IFM programs under their Ownership and responsibility are delivered in adherence to the contract.
Ensure IFM Programs assigned to their team are tracked and executed in line with account SLA’s.
Support the Delivery of services in line with key performance indicators, service levels and client program Delivery methodology.
Support IFM Management and ensure the quality, consistency and compliance of IFM program delivery on the Client Account.
Ensure all standard operating procedures, processes and Program methodology are adhered too and are fit for purpose for their area of Ownership and Responsibility.
Support the Delivery of all regional initiatives and programs as directed
Follow reporting, standard operating procedures, systems, Program methodology and HR practices in line with the regional consistent approach
Support the delivery of all Health & Safety and Environmental requirements that are defined on work instructions or communicated in training.
Follow required emergency prevention and operational controls
Report all accidents, occupational illnesses and emergencies
Lead the development and progression of team members under their leadership.
Collaborate with Global Stakeholders and clients to ensure harmonious communication and execution of aligned programs.

Every day is different, and in all these activities, we’d encourage you to show your ingenuity.

Experience in a similar role
Consider yourself a Subject Matter Expert (SME) in Soft Services, Customer Experience, Food Services and Quality.
Focus in Integrated Facilities Management - Soft Services Bias - supporting Client operations.
Experienced in people management
Tertiary qualifications in Facilities Management / Engineering will be advantageous
Experience in Owning, managing and supporting Facilities Management across multiple locations and Countries
Experience in handling client and/or Firm sensitivities’ knowing when to escalate with urgency, or how to de-escalate certain risks
Leadership - Ability and Experience in leading a high performing team (in-location and virtual)
Demonstrated experience in balancing the interests of the client with those of the Firm
Experience in translating client needs
Technical Competence
Understanding of Technical Processes and impact on delivery services (SOW)
Understanding and experience successfully delivering IFM Programs
The management of schedules, b


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