EMEA Engineering Lead in City of Westminster

As EMEA Engineering Lead, this role is responsible for the management and delivery of all engineering services, leading on all technical aspects of facilities services across the EMEA & APAC client portfolio. The role provides leadership to all sites across the region, ensuring delivery of their objectives and the implementation of property-specific operating strategies that achieve the required standards. Working closely with both the account and local client team, responding to requests in a timely, detail-oriented manner and ensuring exceptional customer service is provided to both internal and external clients and key stakeholders.

Responsibilities

• Lead Hard Services Management across all EMEA locations (budgets fixed and reactive, schedules, procurement, quality & risk, statutory compliance, and governance).
• Lead and manage a team of engineers in London and handymen across multiple locations.
• Develop and implement maintenance management practices across sites including deployment of safe systems of work.
• Lead service partners to drive performance and best practice to ensure exceptional service delivery.
• Lead sourcing in regional contracts for technical products or services and support JLL and client's business.
• Identify, manage and implement both CAPEX & OPEX initiatives and manage client communications.
• Accountable for the Engineering Operations Audit program for the client account.
• Drive and deliver innovative cost reduction programs.
• Deliver improvement strategies using quantifiable data driven information from all available technology platforms.
• Drive energy and sustainability management best practices and innovations.
• Support all client accreditations and certifications (e.g. Client ISO50001, ISO550001 certification).
• Communicate regularly with the Client team to build and maintain relationships and work with key business partners and cross functional groups.
• Manage internal and external Service Level Agreements (SLA) and Key Performance Indicators to ensure contractual commitments are met or exceeded.
• Promote high level of customer service.
• Maintain compliance with industry standards and regulations.
• Ensure business continuity plans are carried out as required to maintain minimum service disruption.

Additional Responsibilities - Corrigo and Ticketing System Management

• Oversee the implementation and optimization of Corrigo, our work order management system, across all regional sites.
• Ensure all team members are properly trained and proficient in using Corrigo for work order management and reporting.
• Regularly analyse ticketing data to identify trends, recurring issues, and areas for improvement in engineering processes.
• Generate and present comprehensive reports on key performance indicators (KPIs) derived from Corrigo data, including response times, resolution rates, and customer satisfaction metrics.
• Collaborate with IT and other departments to ensure seamless integration of Corrigo with other business systems.
• Continuously evaluate and recommend improvements to the ticketing workflow to enhance efficiency and user experience.
• Serve as the primary point of contact for escalated issues within the Corrigo system and manage relationships with Corrigo support when necessary.

Additional Responsibilities - Global Reporting Support

• Collaborate with the global data analytics team to develop and maintain comprehensive Tableau dashboards for the entire account.
• Ensure accurate and timely data input from regional operations into systems that feed into Global Tableau reports.
• Act as a liaison between regional operations and the global reporting team to communicate data needs and reporting requirements.
• Validate and verify regional data in Tableau reports, ensuring consistency and accuracy across all metrics.
• Interpret global Tableau reports to derive actionable insights for regional operations improvement.
• Participate in global reporting strategy meetings to represent regional interests and contribute to continuous improvement of reporting processes.

Additional Responsibilities - Helpdesk Management

• Oversee the regional helpdesk, ensuring efficient and effective support for all users.
• Develop and implement helpdesk policies, procedures, and best practices.
• Manage the helpdesk and performance evaluations, establish, and monitor KPIs for the helpdesk, such as average response times and customer satisfaction scores.
• Implement and maintain a tiered support structure to effectively escalate and resolve complex issues.

Additional Responsibilities - Sustainability and Net Zero Support

• Lead regional efforts to align engineering operations with the company's sustainability goals and net zero objectives.
• Ensure compliance with Article 8 of the EU Energy Efficiency Directive, including energy audits and reporting requirements.
• Develop and implement strategies to reduce energy consumption and carbon emissions across regional facilities.
• Collaborate with global sustainability teams and collaborate with clients to integrate best practices and innovative technologies that support net zero targets.
• Oversee the implementation and maintenance of energy management systems in line with ISO 50001 standards.
• Coordinate with facility managers to identify and prioritize energy efficiency projects and renewable energy opportunities.
• Monitor and report on key sustainability metrics, including energy usage, carbon emissions, and waste reduction.
• Integrate sustainability considerations into all engineering projects and operational decisions.
• Participate in industry forums and sustainability initiatives to stay current with evolving regulations and best practices.

Qualifications

• You have direct experience in delivering technical Facilities Management services within a fast paced, high-profile environment.
• You have worked in a similar role and have skills to lead and influence others including virtual teams.
• You have a track record in the management of Hard Services, preferably in both self-delivered and outsourced engineering services contracts.
• You have experience in financial management and budgeting, identifying cost savings/avoidance.
• You are able to build and maintain positive client relations and network at all levels.
• You are able to audit your own work.
• You are open and have good communication skills.
• You are proficient with Word and Excel and have a keen interest in technology.
• You strive for excellence in what you do and share ideas for improvement.
• You are organized, work efficiently and can meet tight deadlines with professionalism and service focused approach.
• You are adaptable to work to requests and projects that may vary, with 10+ years prior experience in Hard Services, Facility Management or Operations and/or knowledge of commercial real estate.
• Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment.
• Leads by example.
• Track record of initiative, integrity, and good judgement.
• Strong analytical/financial aptitude.
• Ability to gather data, assess situations and quickly develop solutions.
• Highly collaborative with strong interpersonal skills.
• Excellent verbal and written communication skills with the ability to communicate professionally.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, and Outlook).
• You have a Technical or/and Authorized Person (preferred) qualifications.
• Qualification in project management preferable.