Offsite Service Delivery Manager

JLL empowers you to shape a brighter way.  

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:

We're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative, and driven leaders. Are you excited about taking responsibility for working with a team that is focused on developing best-in-class travel and meeting programs for tech company employees? We are currently seeking an Offsite Service Delivery Manager to bring their expertise supporting offsite delivery of meetings and events for our Global Travel and Events program. Our team is comprised of meeting and event professionals with extensive industry experience, who are based around the world. This role will manage our offsite program as part of the Travel & Events global service delivery team, for offsite meetings and events across various business units. You will provide oversight of end-to-end meetings and event services, including venue sourcing, contract management, payment coordination, group air, special programs, financial reconciliation, event planning services, and more. We are looking for a customer-obsessed individual to execute the global program standards by monitoring and driving compliance to the standard operating procedures, consistently meeting service level agreements (SLAs), key performance indicators (KPIs), and exceeding customer satisfaction goals.

What your day-to-day will look like:

• Manage the day-to-day workload, execution, quality, strategy, and execution of services by the Offsite Service Delivery team for offsite meetings and events
• Monitor and own reporting of workload by using gearing ratios and tiers for all services, ensuring the service and workload levels do not exceed those standards and recommending up/down scaling as needed
• Act as the first point of escalation for customer service issues and escalations, tracking, resolving, and converting them into solutions
• Ensure the Offsite Service Delivery team understands the culture, vision, and customer expectations for seamless execution of services in support of business goals
• Implement and monitor quality control measures for accurate data and reporting, driving and implementing operational standards, training, and highest level of customer service
• Continuously review procedures and policies, recommending improvements and updates while challenging the status quo by looking for innovative solutions that help simplify the process
• Monitor customer service levels in relation to offsite execution of services, staffing, and SLAs/KPIs to ensure objectives are being met or exceeded, establishing resolution for continuous improvement when expectations are below standards
• Manage change impact at all levels of the Offsite Service Delivery team in a positive and productive manner, ensuring proactive engagement and reduced change fatigue.

Required Qualifications:

• 5+ years of meetings and events management or hospitality experience
• 2+ years of meetings operations management experience
• Experience managing projects across cross-functional teams, building sustainable processes, and coordinating implementation
• Intermediate to advanced user-experience with common Meeting Management technology (e.g., Cvent, Stova, or equivalent).

Preferred Qualifications:

• Bachelor's degree in Hospitality or related field or equivalent experience
• Third-Party meeting management vendor/agency experience
• Experience working on or as part of an offsite corporate meetings and events team
• Experience communicating with technical and non-technical stakeholders
• Demonstrated track record of cultivating strong working relationships and driving collaboration across multiple teams
• Strong written communication skills
• CMP (Certified Meeting Professional) or other industry certification
• Strategic Meetings Management Program (SMMP) experience desirable either in Third Party or buyer role
• Business Travel experience
• Experience with venue sourcing, contract management, payment coordination, group air, and special programs
• Background in financial reconciliation and event planning services
• Track record of fostering and maintaining morale and a strong team environ