EMEA Program and Operations Enablement Lead

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The EMEA Program and Operations Enablement Lead is a strategic operational role responsible for driving integrated facilities management (IFM) excellence across a complex customer portfolio spanning 38+ countries and 280+ FM professionals across EMEA. This position serves as the orchestrator of seamless execution, operational excellence, and continuous improvement for all IFM platform and program delivery.

Reporting to the EMEA IFM Director, this role functions as a strategic integrator who breaks down organizational silos by connecting all teams and functions to ensure cohesive collaboration and end-to-end service delivery through a unified One JLL approach. The successful candidate will lead a centre of excellence that establishes best-in-class standards, robust reporting frameworks, and innovative operational solutions that consistently exceed contractual requirements and client expectations while advancing sustainability objectives across the portfolio.

This role combines elements of Integrated Program Manager, Regional Operations Manager, and Client Relationship Manager, requiring the ability to work effectively with JLL functional leads and client stakeholders with varying priorities and operational styles.

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Key Responsibilities

Platform Leadership & Development

• Partner with IFM Executive Leadership to define the vision and build the strategic roadmap for IFM platform development and evolution
• Lead and develop the IFM Platform team, ensuring cohesive service delivery by leveraging centres of expertise to maximize client value
• Identify and implement opportunities for process simplification, enhanced outputs, and optimized data flow across the platform
• Coordinate innovation pipeline and communication around continuous improvement initiatives, with particular emphasis on sustainability innovations and green technology adoption
• Establish and lead a peer review workstream across account service platforms, facilitating collaboration and continuous quality improvement
• Champion cross-account best practice sharing and knowledge transfer to drive operational excellence and accelerate adoption of sustainability best practices
• Oversee the introduction and integration of new functions to enhance IFM operational quality and excellence
• Provide leadership and development for direct reports including EHS Lead, Sustainability Lead, Workplace Experience Lead, and BI Manager, ensuring sustainability is embedded across all platform functions

Program Coordination & Delivery

• Coordinate IFM contribution and resource allocation for new Global Real Estate (GRE) programs, ensuring sustainability criteria are integrated from inception
• Partner with IFM teams to ensure proper adoption of all IFM and GRE programs in new locations, including sustainability initiatives and environmental performance standards
• Serve as a key resource in delivering strategic operational excellence programs, promoting a unified team culture and exceptional customer experience while driving decarbonization and circular economy principles
• Build and manage comprehensive action plans based on client feedback and strategic initiatives, incorporating sustainability targets and environmental improvement objectives
• Collaborate with JLL teams across all functions to close action items and provide regular progress reporting to clients, including sustainability milestone achievements
• Champion innovation in sustainable operations, identifying and piloting emerging technologies and practices that reduce environmental impact while improving operational efficiency
• Oversee workplace experience program delivery, working closely with the Workplace Experience Lead to design and implement programs that enhance employee engagement, wellbeing, and productivity across diverse workplace environments
• Build and manage comprehensive action plans based on client feedback and strategic initiatives, incorporating sustainability targets, environmental improvement objectives, compliance remediation activities, and workplace experience enhancement opportunities

Reporting & Analytics

• Design and implement structure for IFM operational reporting to the customer, incorporating comprehensive sustainability metrics including carbon emissions, energy consumption, waste diversion, and water usage
• Drive continuous improvement of IFM reporting capabilities and