Senior Facilities Manager, UK & I

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.

**Role Purpose**

A highly self-motivated and passionate customer service professional with great attention to detail. This is a brand new role responsible for leading the delivery of all FM services across the UK&I region (Cambridge HQ plus 2 additional sites) for an exciting tech account. You'll ensure high compliance for FM and building control, H&S, and consistent customer service delivery across the region and globe as part of the wider EMEA Workplace team. Primarily site-based, you'll be visible and engaged with the client, guests, JLL workplace colleagues, and supply partners daily. Your focus will be ensuring the workplace delivers a great experience for visitors and staff through proactive relationship building and issue resolution.

In this capacity there are 6 major activities for which you are accountable:

• People Management – develop and sustain a high-quality, well-motivated team
• Client Management – ensure client expectations are consistently met across all sites
• Contracts Management – ensure all contracts are professionally delivered
• Finance Management – ensure financial operations meet targets and control requirements
• Health and Safety Management – ensure provision of a safe working environment with high compliance
• Human Experience/Hospitality Management – implement industry best practice operations and deliver exceptional workplace experiences

**What this job involves**

People Management

• Provide leadership for the UK&I FM team across all sites
• Mentor and enable training and development of team members
• Foster an environment conducive to good teamwork and cooperation among colleagues
• Support recruitment and onboarding as needed

Client Management

• Be highly visible on-site, building strong relationships with the client and end users
• Interact regularly with client representatives and on-site personnel to discuss ongoing service delivery and forward planning
• Strive to "delight" the client in all aspects of service delivery
• Act as the primary point of contact for the UK&I region

Contracts Management

• Ensure all contracts deliver the required service at the correct cost
• Manage supply partner relationships professionally and collaboratively
• Work with Regional teams to implement sourcing strategies
• Deliver services as defined in the Master Agreement, ensuring implementation and compliance with best practice procedures

Finance Management

• Ensure the sites meet all financial targets and control requirements
• Provide standard monthly reporting and management reports as required
• Support delivery of savings targets

Health and Safety Management

• Ensure all UK&I sites meet legal and client-required H&S regulations with high compliance
• Ensure all JLL staff work in compliance with H&S regulations
• Complete all required audits and achieve targets
• Report critical and key performance measurements

Human Experience/Hospitality Management

• Deliver best-in-class human experience for end users across all sites
• Report critical and key performance measurements and achieve targets
• Ensure Account Management is informed immediately of any critical performance incidents
• Complete all required audits and CSAs and achieve targets
• Maintain sound management relationships with third-party tenants and property owners as appropriate
• Provide a responsive and proactive service via seamless interface with all involved parties
• Work with the client and management to develop and implement improved processes that enhance service delivery and reduce cost
• Act as single point of contact for the management of projects on-site

**Additional Duties and Responsibilities**

• Work collaboratively with other JLL business lines
• Network within the client's organization and local management
• Support new business opportunities for JLL
• Every day is different, and in all these activities, we'd encourage you to show your ingenuity

**Sound like you? To apply you need to be/have:**

**Skills**

• Customer Focus – for best workplace experience for users
• Coordination Skills – for managing site teams and supplier partners
• Negotiating skills – for working with clients and suppliers for the best solutions
• Priority Setting – set the right priorities in cooperation with your manager
• Problem Solving – proactive and solution-focused
• Drive for Results
• Human Experience – ability to proactively manage day-to-day business with great human experience as an outcome

**Competencies**

• Patient and approachable
• Up to date on the latest developments in the FM industry
• Helpful and service-oriented
• Empathic
• A desire to learn and continuous improvement mindset
• Strong team player and collaborator

**Experience**

• Minimum 5 years of experience in a Facilities Management position in a high-demanding and international customer environment
• Proven track record of customer service excellence and engagement
• Experience managing multi-site operations preferred

**Qualifications**

• Bachelor's degree in Facilities Management or equivalent
• Relevant FM qualifications (e.g., IWFM) desirable

**What you can expect from us**

You'll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things. Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay. Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you...

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!