Workplace Services Manager

JLL Workplace Services Program Manager

Job Summary
The Workplace Services Manager directs and oversees the operations and performance of JLL personnel and third party vendors & suppliers. Performs and/or directs the performance of all facility departmental service requests, ensuring that work is performed correctly in all spaces and this is accomplished efficiently with a minimum amount of business disruption.

Customer Relationships (Client)
• Proactively develop and manage positive client partnership through due diligence and concise communications and ensuring that expected service levels are achieved.
• Develop strong partnership with clients through trust, actions and results.
• Comply with all GMP and Non-GMP 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.
• Encourage proactive communication before and after End User Satisfaction Survey and lead the development of Action Plans.

Leadership/Staff Management (People)
• Drive success, engagement and continuation of culture change in the Facilities Management Team
• Actively support a proactive environment of teamwork, co-operation, performance excellence and personal success.
• Act as an ambassador for JLL by behaving consistently with cultural and ethical requirements and participating in company activities.
• Develop the team's existing skills and add new competencies to enhance service and drive opportunities for more self-performance
• Participate in the individual performance management program, and personal development planning process.
• Drive and promote safety culture within the portfolio including clients, subcontractors, suppliers and visitors.

Service Delivery (Growth)
• Primary responsibility is to support JLL onsite senior leadership team on oversight and management of facilities soft services activities, such as pest control program, GMP and Non-GMP janitorial (housekeeping) services, mail services, laboratory & glass wash services, landscaping, nonhazardous waste management, Pest Control, internal events & meetings, and any other soft services as assigned by the client.
• Supports in the implementation of any new technologies to support the operations as it relates to GMP and regulated cleaning environments
• Liaising with the EHS team and assisting with any technical issues arising from an incident, near miss, good catch investigation or other circumstances, which require a facilities soft services subject matter expert.
• Accountable to lead deployment of workplace and employee experience initiatives and programs at site level, which includes to understand JLL and client goals, objectives and focus areas for workplace experience services by developing plans on how to better deploy, implement and reach adoption to meet and fit business needs.
• Provide quality analysis of customer service results and develop effective response strategies to proactively communicate action plans and issues to the site senior facilities leadership team.
• Accountable for soft services subcontractor and supplier management, and procurement compliance and ensure all critical services vendor PM's are completed as per schedule to deliver goods and services against contracts, quality agreements and client expectations.
• Assist in negotiating service contracts under the direction of the Senior Facility Management Team members
• Successful financial performance of soft services operating budgets of the client account, also identify cost savings opportunities within the workplace services program while summarizing and forecasting or unforeseen expenditures, and maintaining high level of customer satisfaction throughout the year.
• Establish relationships with Site Leads, area managers, business partners such as EHS leads, Finance, Procurement, CoE to establish trust and credibility in the delivery of IFM services.
• Provide input and support to strategic planning initiatives and work with Senior Facility Management Team to identify saving reduction opportunities and make recommendations to the Senior Facility Manager for consideration
• Follow all Company mandated change-control procedures as they relate to GxP and EH&S requirements.
• Developing, implementing and maintaining JLLs practices across all engineering disciplines to meet client and authority having jurisdiction (AHJ) compliance requirements.
• Assist in the development and completion of JLL Operational Compliance Program (OCP), and any other JLL corporate programs, as required.
• Support Business Continuity Planning. Report and align with client, and drive mitigation as required.
• Perform other job-related duties and special projects as requested.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Location:

On-site -Houston, TX

Job Tags:

If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. 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. Some of these benefits include:

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay