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.   

Director, SME – Janitorial

Position Overview

The Director, SME – Janitorial is an independent, strategic leadership role responsible for elevating the quality, efficiency, and value of janitorial services across the portfolio. This position serves as the enterprise wide subject matter expert for all janitorial related services, including custodial, window washing, pest control, janitorial supplies, and snow removal. The Director, SME – Janitorial partners with site property/facility management teams, account leadership, and procurement teams to optimize service delivery, drive innovation, and ensure operational excellence. This role is accountable for developing and implementing best-in-class training, performance management, and risk mitigation programs, as well as leveraging technology and data to reduce spend and enhance service outcomes.

Objective of Role

The Director, SME – Janitorial is responsible for developing and executing strategies that ensure janitorial services are delivered to the highest standards of quality, compliance, and cost effectiveness. This leader will train site property/facility management teams, develop and implement performance management programs, and collaborate with procurement to optimize specifications, KPIs, and supplier relationships. The role will also drive innovation through the adoption of new technologies and processes, and ensure reliable controls are in place to mitigate risk and eliminate inefficiencies.

Key Responsibilities and Deliverables

Strategic Leadership & Management

• Serve as the enterprise-wide subject matter expert for janitorial services, providing guidance and expertise to site property/facility management teams and account leadership.
• Develop and implement comprehensive training programs for site property/facility management teams on all aspects of janitorial services, including custodial, window washing, pest control, janitorial supplies, and snow removal.
• Partner with procurement to optimize cleaning specifications, support the development and execution of janitorial RFPs, and ensure alignment with organizational standards and client requirements.
• Lead the development of KPIs and performance management frameworks for janitorial providers, ensuring metrics are meaningful, measurable, and manageable.
• Identify and implement innovative solutions to optimize janitorial services, including the use of technology, inspection tools, robotics, and sensors.

Operations & Program Development

• Develop and roll out programs to train managers on managing janitorial performance, including vendor oversight, inspection protocols, and corrective action processes.
• Create and standardize procedures for site teams to:
  • Verify vendor performance against contract requirements and KPIs.
  • Reconcile and approve billing, ensuring accuracy and transparency.
  • Verify landlord performance under lease obligations related to janitorial services where applicable.
  • Eliminate duplication of services and ensure efficient resource allocation.
  • Track and manage janitorial supply spend.
• Audit tag work and extras against existing contracts to mitigate risk of overcharging and ensure compliance.
• Review past 12 months of janitorial spend and performance to identify opportunities for cost reduction and service improvement.
• Detailed review of cleaning specifications to ensure the needs of each property are met.

Financial Management & Risk Mitigation

• Collaborate with procurement and finance to analyze janitorial spend, identify cost-saving opportunities, and implement strategies to reduce overall janitorial spend.
• Ensure robust controls are in place to prevent overcharging, duplicate services, and non-compliance with contract terms.
• Support the development and implementation of procurement strategies that deliver value and align with sustainability and ESG goals.

Innovation & Continuous Improvement

• Champion the adoption of new technologies and tools to enhance janitorial service delivery, including robotics, sensors, and digital inspect