Regional Facilities 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.   

What this job involves:

The Managed Service Office (MSO) Regional Facilities Manager is responsible for ensuring a high level of customer and client satisfaction within the sixty-eight AMER managed service office sites. The role will also be accountable to develop a program that will enhance IFM MSO performance across AMER, EMEA, and APAC by delivering key initiatives as well as ensuring consistency in processes and operational FM delivery. The role delivers efficient operational facility activities to meet contractual obligations with respect to the property portfolio of the Client. A close working relationship with JLL regional FM's, external managed service office (MSO) regional managers, and shared service office regional managers will be required by the post holder to ensure successful local outcomes. The post holder will be required to travel throughout AMER to be successful in this role and will require travel to EMEA and APAC.

What your day-to-day will look like:

Stakeholder Management:

• Partner with MSO AMER leadership to align on service delivery standards while informing and consulting with local global real estate & facilities (GREF) client and JLL teams
• Act as the AMER accountable MSO subject matter expert (SME) for MSO IFM service delivery while area level JLL teams act as in-area responsible MSO SMEs
• Manage relationships within the client's Global Real Estate and Facilities teams (Area Managers) to address operational challenges head on
• Develop and maintain a detailed understanding of the Client's business and key factors influencing their requirement for our services
• Serve as primary contact for Jones Lang LaSalle for buildings within portfolio with regards to service delivery and escalation point.

Operational Management:

• Manage and ensure the quality of delivery for the Client Account
• Manage and ensure customer obsession and the quality of delivery for GREF
• Deliver all regional and global initiatives and programs as directed
• Use and promote technology systems to support service delivery, monitor the performance for own demise, and provide detailed required reporting from the systems
• Ensure Amazon GREF AMER standard operating procedures (SOPs) are known and followed within AMER MSOs
• Act as point of escalation when local level JLL/GREF client support is not best placed to drive resolution with the respective MSO leadership team
• Ensure MSOs are adhering to Amazon GREF escalation paths as it pertains to engaging Amazon EHS, PR, ACS, HR, and GREF client
• Attend MSO sites to inspect service delivery and QA/QC sites with a view to develop a strategy to measure onsite performance across the region and report out to GREF client and AMER IFM Leadership
• Follow reporting, standard operating procedures, systems, and HR practices in line with the regional consistent approach
• Provide monthly reporting as detailed by AMER IFM Director
• Follow required emergency prevention and operational controls
• Follow all Health & Safety and Environmental requirements that are defined on work instructions or communicated in training
• Report all accidents, occupational illnesses, and emergencies
• Perform any and all other duties and tasks assigned.

Financial Management:

• Understand MSO OpEx and CapEx opportunities with a view to developing a strategy to meet the Amazon frugality leadership principle while developing reporting to show value.

Contract Management:

• Ensure managed shared office service contracts align to GREF expected service delivery model
• Ensure MSO provider delivers service in adherence to the MSO provider to Amazon membership agreement (MSO lease)
• Cultivate a relationship between GREF Transaction Management, D&C, and Portfolio Strategy in partnership with MSO leadership
• Deliver services in line with key performance indicators and service level agreements
• Develop and drive the relationship with key vendors gaining knowledge and implementation of best practices
• Identify and escalate all service delivery issues or changes to the IFM Regional Lead, Procurement Manage