Senior Facilities Manager, UK & I

Senior Facilities Manager, UK & I – Aveva Account

Location: Cambridge (Primary), with oversight of 2 additional UK&I sites

About JLL

JLL is a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate. We're committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise.

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

Key Responsibilities

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

Required 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

Required 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

Required Experience and Qualifications

• 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
• 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.

Additional Information

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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

JLL is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com.

If you're a current JLL employee, please apply using the Internal Career Site.