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Position Summary
UK IFM Operations Director
Responsible for running the UK IFM Business programs across Rolls-Royce JLL Account, with particular emphasis on building sustainable teams and solutions to deliver on business objectives, strategies, and future Account growth.
Personal Summary required.
A senior leader with a focus on building strategic client relationships, commercial rigor, organization development, and operational excellence which drives sustainable customer satisfaction and secures renew contracts. Having an engineering/technical/business background, supported with more than 10 years’ experience providing engineering and facilities management to high-end manufacturing, research and development, and office environments.
Role Essentials
1. Accountable for the JLL Rolls-Royce UK IFM portfolio consisting of +8 million square feet of real estate across all of the UK.
2. Responsible for highly functional multi-disciplined teams of JLL employees (400) and third-party supply partner employees.
3. Managing budget spend of $50 million across IFM and projects while improving margins and maintaining a high-quality service to the client.
4. Identifying, developing, and directing the implementation of business strategy.
5. Responsible for leading, motivating, and developing the UK Operations IFM management team.
6. Supporting workplace, research and development sites, manufacturing, workplace, and warehousing.
7. Deliverable scope includes soft services, hard services, manufacturing support inside the yellow line, critical data centers and high-tech labs, call centers, engineering, and compliance.
8. Building and sustaining superior client relationships that result in revenue and profitability growth.
Key skills and Competences.
1. Extensive commercial experience in cost management, margin growth, and risk management.
2. Strong people leader, change leader, and coach with excellent organizational development skills.
3. Excellent client relationship and effective communication skills.
4. A wealth of experience in business development, transition management, operations, and engineering.
5. Recognized as a regional subject matter expert for solutions development in manufacturing and high-end technology sectors.
6. Results-oriented and data/analytics driven through robust operational leadership.
AREAS OF EXPERTISE
1. Financial / Risk Management
2. Client Relationship
3. Cost Control
4. Policy Implementation
5. Project Management
6. People Management and Experience
7. Organisation Development and Deployment
Leadership
1. Support an industry-leading Employee Experience program is fully implemented on the account.
2. Establish the vision and strategy of the EMPLOYEE EXPERIENCE program and ensure exceptional delivery.
3. Understand the client’s key business drivers, and focus the EMPLOYEE EXPERIENCE team to ensure those priorities are aligned with the JLL EMPLOYEE EXPERIENCE deliverables.
4. Ensure the account UK IFM team is high performing and global delivery is driven by global platforms and best practices and consistency.
5. Hire, attract, and retain a team of top talent; improve team capability and performance through regular coaching and feedback; provide recognition.
Client/Stakeholder Management
1. Manage relationships with key client stakeholders.
2. Serves as single point of contact for the accounts Global Operations.
3. Drive the productive use of technology and Business Intelligence decision-making and data analytics reporting to support the UK Operations.
Functional Responsibilities
1. Bring strategic Client and JLL objectives to life in tangible, effective programs that increase employee engagement.
2. Actively manage the professional development of all direct reports and Operation Teams.
3. Responsible for the implementation of technology and BI systems to support UK Operations delivery.
4. Source, transfer, and implement best practices to the account.
Contract Management
1. Ensure adherence to the contract and Global MSA.
2. Deliver above and beyond in our Global account KPIs.
Key Performance Measures
1. Client satisfaction survey results.
2. Compliance with contractual obligations and KPIs.
3. Continuous Improvement Programs & Initiatives.
4. Delivery of regional consistency across all service lines.
5. Performance to budget accuracy.
6. Coach and develop account team members to achieve high standards.
7. Deliver innovative value-add solutions across the programs.
8. Make high-quality recommendations that have a positive impact on performance.
Minimum Required Education and Experience
1. Minimum 10 years’ experience in a similar role.
2. Educational qualifications in Facilities Management / Engineering/Business.
3. Has experience leading complex account structures, running multiple teams across multiple locations and in a large regional capacity.
4. Has demonstrated experience in handling Client and/or Firm sensitivities knowing when to escalate with urgency, or how to mitigate and de-escalate risks.
5. Has demonstrated experience in balancing the interests of the Client with those of the Firm.
6. Has experience in translating client goals and objectives into existing or new business growth.
Critical Competencies for Success
1. Team leadership and participation in a matrix organizational environment. Cultural awareness across regions, and passion for diversity.
2. Technical Competence: Understands how to build strong client relationships. Understands customer satisfaction in service delivery environment. Strong EMPLOYEE EXPERIENCE competency and program management experience.
3. Problem Solving & Strategic Thinking: Capacity to deal with ambiguity and solve complex IFM problems effectively. Analytical, proven ability to solve problems using an objective approach. Proven ability to employ holistic approaches and look at long-term, global solutions.
4. Program Management & Organizational Skills: Excellent planning & organizational skills to prioritize work and meet tight deadlines.
5. Strong interpersonal skills with the ability to establish rapport and credibility with diverse groups.
6. Embraces teamwork, values others, demonstrates empathy, and maturity.
7. Excellent communication skills both written and verbal, conveys information in a way that is professional, confident, and easy for others to understand.
8. Effective organization and time management skills with the ability to multi-task and prioritize workload to achieve results.
9. Approaches problems in a calm yet energetic manner, researches possible causes, and identifies relevant solutions.
10. Takes ownership and responsibility for workload and is comfortable making challenging decisions.
Location:
On-site – Derby, GBR
If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email or call + 44 ( 0 ) 20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process.
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