Director, IFM & Workplace Experience

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 - Every day, we set the highest standard for all site operations, experience, customer service, financial acumen, and technical knowledge for our fast moving big tech Client.  We pride ourselves on delivering excellence in the care and comfort of every guest, client, and employee that we interact with, while maintaining incredible facilities and fast moving teams.  As a senior leader within a tech-forward culture, the IFM Director promotes high performance and operational rigor while ensuring the highest standards across all service delivery in his/her portfolio.  The IFM Director will also double-hat as Transformation Lead on initiatives including but not limited to Workplace Experience across the account.

This role requires an enthusiastic, highly collaborative professional who can lead through culture, people leadership, integration, hospitality and connection. You will bring complete transparency and accountability to everything we do—seamlessly blending mechanical and hard services with magical workplace experiences to achieve a unified, best-in-class integrated facilities environment.

What your day-to-day will look like:

Integrated Service Delivery & Experience Management

• Holistic Site Management: Oversee and manage the assigned site(s) in strict accordance with all agreed policies, procedures, and contract scopes, ensuring hard facilities maintenance and soft employee experiences operate as a singular, cohesive program.  The successful candidate will oversee all Operations, Events, Engineering, Reception, Mailroom, Sustainability, Occupancy Planning and Moves Adds Changes, and the culture of the workplace.

• Magical Workplace Experiences: Drive the workplace experience by infusing hospitality-first mindsets into routine facility tasks, turning day-to-day operations and real-time help desk feedback into frictionless, positive brand experiences.

• Cross-Functional Synergy: Coordinate, collaborate, and unify diverse onsite partner programs—including Workspace Services, Food Services, Fitness, Massage, Transportation, Space Management, Property Management, and Security—to break down operational silos and deliver a single-team approach.

• Moves & Space Transitions: Partner actively with Space Management and move teams during building moves, adds, changes, and site activations, managing live "Day 1" details to positively shift employee perception and ensure seamless operational readiness.

Critical Operations, Vendor & Risk Management

• Asset & Infrastructure Stewardship: Take overall operational accountability for critical site systems, including mechanical, electrical, plumbing, carpentry, HVAC, generator operations, and life-safety systems.

• Risk & Compliance Management: Ensure absolute compliance with all health and safety, environment, and risk management policies and procedures. Maintain local health and safety requirements and lead emergency preparedness protocols and business continuity at the site.

• Vendor Performance Excellence: Manage third-party vendor performance to ensure services are delivered to the highest standards. Meticulously document, manage, and escalate instances of poor performance and contract deviations, while identifying continuous process and cost efficiencies.

• Maintenance Execution: Oversee repairs, routine maintenance, and minor capital works from inception to completion, resolving issues promptly.

Client Relationships, Accountability & Strategy

• Strategic Client Partnerships: Proactively develop, manage, and nurture relationships with the client’s leadership, ensuring expected service levels are consistently achieved.

• Contractual KPI Compliance: Comply with all requirements of the client contract, bringing deep visibility to outcomes to meet or exceed established Key Performance Indicators (KPIs).

• Strategic Plan Implementation: Assist with the development, implementation, and quarterly tracking of the site’s comprehensive Annual Man