Facilities Manager

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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.

About the role

The Facilities Manager supports end-to-end facilities service delivery across a large, multi-site client portfolio. This role is responsible for day-to-day oversight of integrated facilities services (with emphasis on soft services), ensuring performance aligns to the Management Agreement, Scope of Work (SOW), Service Level Agreements (SLAs), and Key Performance Indicators (KPIs). The FM will help drive operational excellence, customer satisfaction, risk mitigation, and continuous improvement while supporting account initiatives, projects, and governance rhythms.

What this job involves

1) Facilities Operations & Service Delivery

* Lead the onsite soft services program to ensure consistent delivery across all assigned buildings, campuses, and/or shifts (janitorial, waste, pest control, landscaping, workplace services as applicable).

* Maintain operational readiness through standardized routines (daily/weekly inspections, checklists, shift handoffs, issue escalation, and corrective action tracking).

* Identify recurring issues and performance gaps; implement corrective and preventive actions to improve service reliability, end-user experience, and compliance.

* Support account-wide initiatives including process standardization, service model enhancements, service recovery plans, and site-specific operational projects.

* Ensure timely response and closure of service requests, customer complaints, and service exceptions; validate completion quality prior to closeout.

* Coordinate with Engineering, Security, EHS, and Client Stakeholders to align service delivery, access controls, after-hours coverage, and critical space protocols (as required by the portfolio).

2) Vendor & Contractor Management

* Manage day-to-day performance of service partners and subcontractors onsite, ensuring adherence to SOW, SLAs, safety requirements, and site procedures.

* Conduct routine and documented inspections (daily/weekly/monthly), validate staffing levels, confirm consumables/restocking, and ensure schedule compliance.

* Establish and run a formal vendor governance cadence:

Weekly operational check-ins (as needed based on service volume)

Monthly performance review with vendor leadership (service quality, staffing, issues, corrective actions)

Quarterly business reviews (QBRs) focused on KPIs, trend analysis, cost drivers, risks, and improvement roadmaps

* Drive vendor accountability through documented performance plans, service recovery actions, and ongoing audit/compliance checks.

* Validate invoices against scope, performance, and contractual requirements; partner with internal teams to resolve billing discrepancies and prevent scope creep.

* Maintain vendor documentation including SOPs, staffing rosters, training records (if applicable), and compliance artifacts.

3) Quality Assurance, Standards & Continuous Improvement

* Implement, comply with, and audit internal management systems (quality, SOPs, controls, reporting accuracy) to ensure consistent execution across the portfolio.

* Proactively identify cost savings and value-add opportunities without compromising service quality or safety (workload optimization, frequency adjustments, staffing alignment, material usage, etc.).

* Support KPI performance management by tracking trends, analyzing root causes of misses, and driving sustainable corrective actions.

* Promote standardization of processes, templates, and communication across sites to reduce variability and increase transparency.

4) Risk Management, Safety & Incident Response

* Support implementation and ongoing management of the portfolio risk management program, including hazard identification and mitigation tracking.

* Ensure compliance with site safety rules, access procedures, and vendor safety requirements; escalate non-compliance immediately and document corrective actions.

* Follow established escalation and incident reporting procedures for service disruptions, safety events, operational risks, or client-impacting issues.

* Participate in incident response, after-action reviews, and lessons learned, supporting continuous improvement and prevention.

5) Client Experience & Stakeholder Management

* Deliver a high-touch customer service experience, serving as a visible and responsive facilities point of contact for stakeholders and occupants.

* Proactively manage client expectations through clear communication, follow-through, and transparent status updates on service performance…