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Facilities Manager

2 months ago

London, Greater London, United Kingdom JLL Full time

Job Summary

The Facilities Manager - Operations Lead will be responsible for leading all aspects of operational contract delivery, including support for the onsite team in terms of the day-to-day operations and integrated management of all hard and soft services, financial management, and customer service delivery on their site.

Key Responsibilities

  • Lead and manage the onsite team to promote engagement, customer service excellence, and client-aligned delivery across all service lines.
  • Have an operational awareness and understanding of the delivery and customer needs.
  • Support the overall delivery of Integrated Facilities Management (IFM) operations in terms of contract delivery, Health and Safety (H&S), engineering services, legislative compliance, contractor management, promoting sustainability, adding value, and driving innovation.
  • Promote a high level of satisfaction among client users, ensuring prompt response and customer service-focused delivery.
  • Provide support to the onsite team in terms of Building Management Systems, Planned Preventative Maintenance (PPM) Schedules, HelpIn, Environmental Health and Safety (EHS), and Quality Compliance supported by the JLL Account Leadership Team.
  • Act as the go-to person in relation to all facilities/project/fit-out/crisis management activities, supporting Facilities Coordinators (FCs) in ensuring timely solutions and identification and removal of potential roadblocks.
  • Maintain the role as the Primary contact for local FCs and the client in the office relative to service requests, ensuring all requests are actioned within agreed timeframes/KPI/SLAs.
  • Develop a clear understanding and appreciation of the working relationship with Landlords, Managing Agents, and local vendors to allow seamless delivery.
  • Responsible for ensuring alignment of standards in terms of daily/periodic cleaning, PPM delivery, event management, Maintenance and Alterations (MAC) process, and shipping process.
  • Communicate in an open, honest, and transparent manner at all times, with the ability to tailor the message to specific audiences and their needs.

Requirements

  • Proven track record of supporting and leading site-based teams across multiple service lines.
  • Ability to work without supervision, with the ability to drive positive impacts.
  • Outgoing, enthusiastic, and able to engage with all stakeholders.
  • Demonstrate successful contract management and team management.
  • Proven ability to build and maintain strong vendor relationships.
  • Experience in financial management and identifying cost savings/avoidance.
  • Advanced Microsoft Office experience (Excel, Word, Outlook) required.
  • Excellent written and oral communication skills, including presentation and negotiation skills.
  • Ability to manage multiple projects and priorities.
  • Technical engineering background preferably in the building services and maintenance field.
  • Ability to network at all levels within the organization.
  • Flexibility and adaptability to changing business requirements is a prerequisite for this role.
  • Ability to display initiative, confidence, and professionalism in all dealings.

Qualifications

  • Third-level qualified or demonstrable experience in property, facilities, and operations or engineering.
  • Minimum of 5 years in a related role within a customer-facing environment/FM.
  • Experience working in a creative/social media environment would be beneficial.
  • Must be able to demonstrate flexibility in relation to the type of works carried out and availability as critical needs arise.