Senior Facilities Manager

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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.   

Location: San Antonio, TX

The Senior Facilities Manager (FM) will be focused on operations of a portfolio of administrative office, service centers, and research/development sites for a global manufacturing and life sciences client. Reporting into the Account Director, the role will play a critical role in enabling the delivery of best-in-class FM Products and Offerings. FM services will be delivered through a large, multi-layered FM organization comprising on-site and remote-based JLL staff, third party subcontractors, and JLL platform teams. 

This position will be accountable to manage and maintain overall site service, performance, processes, and quality standards for services. The role will also lead, support, and/or coordinate other JLL platform teams such as Project Management, Occupancy Planning, Finance, Sourcing, EH&S and others. The role will have operational responsibility for managing operational budgets on behalf of the client in excess of $10M annually, and for achieving Key Performance Indicators relative to cost savings, financial management, operational excellence, continuous improvement and customer satisfaction. 

Utilizing organizational skills and creative thinking this role promptly resolves escalated issues and looks for ways to continuously improve processes. The position provides regular performance feedback, development and coaching to direct reports. Extensive interaction with internal and external customers is required to ensure the client is satisfied with solutions and value provided by JLL.

Job Responsibilities

Organizational Leadership

• Provides superior performance through managing others: excellent people management and coaching skills
• Identifies, recruits, attracts and retains high value talent for a variety of FM operational roles
• Embraces JLL’s commitment to Diversity and Inclusion and imports and implements D&I best practices throughout their organization

Innovation

• Participates in creation and implementation of inspections and other quality practices and procedures.

Customer Focus/Experience

• Genuine service-oriented individual that is focused on the customer experience and able to provide continued monitoring of established quality procedures, resolve internal quality issues and customer complaints concerning product and or service dissatisfaction.
• Analyze trends and utilize data to anticipate and proactively address issues in the client environment.

Communication

• Demonstrated success directly interfacing with client senior management, vendors and throughout all levels of the Client organization.
• Effectively utilizes data and analytics in the communication of solutions and decision making.

Compliance

• Achieve contractual requirements and account annual goals including but not limited to work order management metrics and all contractual KPI goals
• Familiarization with applicable codes, comply with specifications, and ensure standards are met within the scope of company policies and procedures, and in compliance with all federal and state regulations.

• Effectively manage critical Incidents – zero target for controllable incidents caused by vendors, employees, and missed preventive maintenance work.
• Responds to after-hours and weekend needs of client when required.
• Works directly with JLL Supply Chain Management and Procurement to manage 3rd party vendor compliance.

Vendor Management

• Closely monitors work requests communicated by JLL, the client and vendors.
• Continuously raise the bar in vendor quality and service while reducing overall costs.
• Hold vendors accountable for delivering high quality service per contract scope of work.
• Partners with vendors to continuously improve service quality and resolve/troubleshoot service issues.
• Builds relationships with key suppliers and gets involved as needed in the development of scopes of work, negotiations, contracting and compliance with JLL and client’s