Senior Facilities Manager in London

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.

Location: Canary Wharf, London, UK (with responsibility for London HQ, London office, Glasgow and Manchester offices)

Role Purpose

An exciting opportunity has arisen for an experienced and customer focused Senior Facilities Manager to oversee our Integrated Facilities Management contract across multiple key sites. The Senior Facilities Manager will have responsibility for the London Head Quarters, a further London office, a Manchester office, and a Glasgow office, working closely with a team across all 4 sites to ensure JLL IFM contract delivery is achieved.

The Senior Facilities Manager is responsible for assisting in all aspects of client and tenant satisfaction, contract delivery, management of all hard and soft services, overseeing and supporting project works, financial management and leading the JLL team which includes Assistant Facilities Managers, Facilities Coordinators, Senior Workplace Ambassador Leads and Workplace Ambassadors.

What This Job Involves

• Client Service & Relationship Management
  • Promote high level of satisfaction among client users by promptly responding to their service requirements.
  • Develop close working relationships with Client Key Stakeholders, Landlord, Managing Agents and all FM vendors to ensure they fully understand the Client culture and become partners in delivering a high-quality service.
  • Act as main point of contact for all campus related activity, office/building openings, and building issues including out of hours escalations.
  • Ensure the whole FM delivery team works with a constant focus on delivering exceptional client and customer experience.
• Leadership & Team Management
  • Demonstrate leadership, give direction and mentor the JLL team on site to promote engagement and excellency in customer service and delivery.
  • Lead and manage a team including Assistant Facilities Managers, Facilities Coordinators, Senior Workplace Ambassador Leads and Workplace Ambassadors across the London Head Quarters, London office, Manchester office, and Glasgow office.
  • Hire, attract and retain a team of top talented employees and ensure company standards are met.
  • Support team members' development through objectives and goal setting.
• Technical & Compliance Management
  • Oversee day-to-day site management activities including site functionality, escalation management, planning and client satisfaction across all four locations.
  • Ensure compliance with JLL and client best practice, policies and procedures including statutory compliance, Quality and EHS compliance.
  • Manage Building Management Systems and create and manage Preventative Planned Maintenance (PPM) schedules.
  • Monitor PPM schedules, Operation and Maintenance Manuals, warranties, Task System, and Asset & Life Cycle Registers.
  • Work with the technical team to ensure collection and monitoring of all technical documentation.
  • Ensure knowledge of in-country requirements related to building regulations, H&S, contractors, and statutory regulations.
• Vendor & Service Delivery Management
  • Manage key vendor relationships to ensure delivery of services aligned to the statement of work and compliance with key deliverables.
  • Engage with key vendors at management level to drive service delivery against agreed key performance indicators and service level agreements.
  • Deliver or delegate service requests to ensure all requests are actioned within the agreed timeframe meeting Key Performance Indicators and Service Level Agreements.
  • Monitor and ensure office housekeeping and cleanliness is delivered to highest standards and that soft services functions are delivered in a timely efficient and customer orientated fashion.
• Financial Management
  • Proactively manage spend and budget locally in line with JLL policies and procedures including the processing of PO's, invoices, budgets as required.
  • Manage budget and spend ensuring alignment with JLL and Client policies and procedure, including creating Purchase Orders, processing invoices, managing service charges, rates, rent, insurance, local taxes as applicable to the site.
  • Identify cost savings and cost avoidance opportunities.
• Project & Crisis Management
  • Act as go-to person in relation to all facilities/project/fit out/crisis management activities on site ensuring timely solutions and identification and removal of potential roadblocks.
  • Ensure timely project solutions are made, risks are identified, and lessons learned, documented and shared.
  • Oversee and support project works across all locations.
• Health & Safety
  • Responsible for Health & Safety during events, including contractor supervision, reviewing of H&S documentation and working closely with the Health & Safety Manager.
  • Work in accordance with health and safety measures and promote best practice amongst colleagues, contractors and vendors at all times.
  • Conduct audits to ensure office housekeeping and cleanliness is delivered to the highest standard.
• Continuous Improvement & Innovation
  • Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies.
  • Drive client-specific initiatives such as technology rollouts, benchmarking, best practices.