FM Services Program Manager

JLL - Seattle, WA

Full-time - Mid Level

Seattle, WA

1,001-5,000 employees

Real Estate

About the position

The Program Delivery Manager for FM Services at JLL is responsible for overseeing service line operations, supplier management, and financial oversight for Integrated Facility Management (IFM) services. This role involves leading initiatives, ensuring compliance with contracts and performance metrics, and enhancing customer experience through effective vendor management and operational improvements. The position requires strong program management skills and a focus on stakeholder engagement and change management.

Responsibilities

• Assumes a lead role representing the service lines within the IFM team.
• Ensures services are managed and delivered consistently across the assigned area.
• Ensures suppliers are managed strictly in line with both IFM and client contracts, and associated agreed KPIs and SLAs.
• Demonstrates high energy for the business and the ability to energize internal and external partners to improve performance and customer impact.
• Leads medium to large, complex cross-functional initiatives and programs end-to-end using a formal project management office (PMO) process.
• Facilitates the development of a charter and integrated timeline for assigned area.
• Ensures all functions remain on schedule and issues are escalated and resolved for successful delivery of initiatives and program objectives.
• Maintains client relationships and manages conflict resolution.
• Maintains on-site presence and ensures vendor team's service performance criteria are being met.
• Identifies and addresses areas of concern regarding potential liabilities and risk to Manager and Area Leads.
• Facilitates key communication meetings for the program and assigned initiatives.
• Responsible for program-related quarterly business review (QBR) reporting and financial tracking/reporting of assigned area.
• Responsible for tracking and collecting supplier progress through data metrics.
• Manages internal and external relationships in support of program.
• Provides consultation on complex medium to large scale projects that integrate into an organized program.
• Leads by example and demonstrates behaviors consistent with the company's values.
• Demonstrates continuous effort to improve operations, service levels, and streamline work process.

Requirements

• Bachelor Degree from an accredited institution.
• Minimum three years' experience in commercial real estate or comparable industry, with exposure to supplier management, contract management, janitorial, flooring, waste management, pest control and shredding services.
• Facility Management industry recognized related qualifications/certifications preferred.
• Ability to comprehend, analyze, and interpret the most complex business documents.
• Ability to respond effectively to the most sensitive issues.
• Ability to write reports, SOP's, in client's distinctive style.
• Ability to make effective and persuasive presentations on complex topics to employees, clients, top management.
• Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.
• Requires in-depth knowledge of financial terms and principles.
• Ability to forecast and articulate guidance to IFM counterparts in preparation of budgets and monthly reporting.
• Conduct financial/business analysis including the preparation of reports.
• Strong process skills, decision-making and analytical skills are necessary.
• Demonstrated ability in project management processes, tools and techniques.
• Strong interpersonal skills with the ability to interact with executive level internal & external clients.
• Organizational & detailed-oriented with the ability to prioritize and manage differing needs of the business.
• Proficiency with Microsoft Office products.

Nice-to-haves

• Facility Management industry recognized related qualifications/certifications preferred.

Benefits

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays