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What this job involves:

The Managed Service Office (MSO) Regional Facilities Manager is responsible for ensuring a high level of customer and client satisfaction within the sixty-eight AMER managed service office sites. The role will also be accountable to develop a program that will enhance IFM MSO performance across AMER, EMEA, and APAC by delivering key initiatives as well as ensuring consistency in processes and operational FM delivery. The role delivers efficient operational facility activities to meet contractual obligations with respect to the property portfolio of the Client. A close working relationship with JLL regional FM's, external managed service office (MSO) regional managers, and shared service office regional managers will be required by the post holder to ensure successful local outcomes. The post holder will be required to travel throughout AMER to be successful in this role and will require travel to EMEA and APAC.

What your day-to-day will look like:

Stakeholder Management:

• Partner with MSO AMER leadership to align on service delivery standards while informing and consulting with local global real estate & facilities (GREF) client and JLL teams
• Act as the AMER accountable MSO subject matter expert (SME) for MSO IFM service delivery while area level JLL teams act as in-area responsible MSO SMEs
• Manage relationships within the client's Global Real Estate and Facilities teams (Area Managers) to address operational challenges head on
• Develop and maintain a detailed understanding of the Client's business and key factors influencing their requirement for our services
• Serve as primary contact for Jones Lang LaSalle for buildings within portfolio with regards to service delivery and escalation point.

Operational Management:

• Manage and ensure the quality of delivery for the Client Account
• Manage and ensure customer obsession and the quality of delivery for GREF
• Deliver all regional and global initiatives and programs as directed
• Use and promote technology systems to support service delivery, monitor the performance for own demise, and provide detailed required reporting from the systems
• Ensure Amazon GREF AMER standard operating procedures (SOPs) are known and followed within AMER MSOs
• Act as point of escalation when local level JLL/GREF client support is not best placed to drive resolution with the respective MSO leadership team
• Ensure MSOs are adhering to Amazon GREF escalation paths as it pertains to engaging Amazon EHS, PR, ACS, HR, and GREF client
• Attend MSO sites to inspect service delivery and QA/QC sites with a view to develop a strategy to measure onsite performance across the region and report out to GREF client and AMER IFM Leadership
• Follow reporting, standard operating procedures, systems, and HR practices in line with the regional consistent approach
• Provide monthly reporting as detailed by AMER IFM Director
• Follow required emergency prevention and operational controls
• Follow all Health & Safety and Environmental requirements that are defined on work instructions or communicated in training
• Report all accidents, occupational illnesses, and emergencies
• Perform any and all other duties and tasks assigned.

Financial Management:

• Understand MSO OpEx and CapEx opportunities with a view to developing a strategy to meet the Amazon frugality leadership principle while developing reporting to show value.

Contract Management:

• Ensure managed shared office service contracts align to GREF expected service delivery model
• Ensure MSO provider delivers service in adherence to the MSO provider to Amazon membership agreement (MSO lease)
• Cultivate a relationship between GREF Transaction Management, D&C, and Portfolio Strategy in partnership with MSO leadership
• Deliver services in line with key performance indicators and service level agreements
• Develop and drive the relationship with key vendors gaining knowledge and implementation of best practices
• Identify and escalate all service delivery issues or changes to the IFM Regional Lead, Procurement Manager, Finance Director, and Account Director as appropriate.

Future State Opportunities:

• Develop performance metrics and report health of the buildings to GREF client/Area JLL IFM Lead
• Develop strategy to improve customer service level outputs
• Develop QA/QC centralized mechanism to ascertain MSO service delivery health
• Establish standardized operational procedures across MSO portfolio
• Establish cross-functional relationship with EMEA and APAC MSOs to find efficiencies, standardization, consistency, and improved performance
• Develop and oversee MSO KPIs in partnership with GREF Sourcing.

Required Qualifications:

• Minimum 5 years' experience in a similar role
• Focus on 'Soft Services / Front of House' management - supporting the Client operations
• Has managed Facilities across multiple locations
• Has experience in handling client and/or Firm sensitivities knowing when to escalate with urgency, or how to de-escalate certain risks
• Has demonstrated experience in balancing the interests of the client with those of the Firm
• Has experience in translating client needs
• Understands Technical Processes and impact on delivery services (SOW)
• Experience with the management of schedules, budgets, contracts, invoices, and processes
• Quest for excellence through continuous improvement
• Performance Management experience
• Ability to connect technical matters with monetary and business considerations
• Capacity to deal with ambiguity and solve complex problems effectively
• Analytical with proven ability to solve problems using an objective approach
• Demonstrate an ability to look at long term solutions
• Planning & organizational skills to prioritize work and meet tight deadlines
• Demonstrated client relationship skills
• Strong communicator with good presentation skills and strong verbal & written communication skills (English & local language); also an active listener
• Self-motivated and confident with gravitas
• Flexible with ability to adapt and effectively deal with rapidly changing, stressful situations
• Proven ability to initiate and follow through with improvement initiatives
• Able to work independently and be a team player
• Exhibits honesty & trustworthiness.

Preferred Qualifications:

• Tertiary qualifications in Facilities Management / Engineering
• Track record ensuring high level of customer and client satisfaction within managed service office sites
• Background developing programs that enhance IFM MSO performance across AMER, EMEA, and APAC
• Experience delivering key initiatives and ensuring consistency in processes and operational FM delivery
• Track record delivering efficient operational facility activities to meet contractual obligations
• Background working closely with JLL regional FM's, external managed service office regional managers, and shared service office regional managers
• Experience partnering with MSO AMER leadership to align on service delivery standards
• Track record acting as AMER accountable MSO subject matter expert (SME) for MSO IFM service delivery
• Background managing relationships within client's Global Real Estate and Facilities teams to address operational challenges
• Experience developing and maintaining detailed understanding of Client's business and key factors influencing their requirement for services
• Track record serving as primary contact for Jones Lang LaSalle for buildings within portfolio
• Background managing and ensuring quality of delivery for Client Account
• Experience managing and ensuring customer obsession and quality of delivery for GREF
• Track record delivering regional and global initiatives and programs
• Background using and promoting technology systems to support service delivery
• Experience ensuring Amazon GREF AMER standard operating procedures (SOPs) are known and followed
• Track record acting as point of escalation when local level support is not best placed to drive resolution
• Background ensuring MSOs are adhering to Amazon GREF escalation paths
• Experience attending MSO sites to inspect service delivery and QA/QC sites
• Track record understanding MSO OpEx and CapEx opportunities
• Background ensuring managed shared office service contracts align to GREF expected service delivery model
• Experience cultivating relationships between GREF Transaction Management, D&C, and Portfolio Strategy
• Track record delivering services in line with key performance indicators and service level agreements
• Background developing and driving relationships with key vendors
• Experience developing performance metrics and reporting health of buildings
• Track record developing strategy to improve customer service level outputs.

Location: On-site

At JLL, we are collectively shaping a brighter way - for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

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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!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

• Early access to earned wages through Daily Pay

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'repursuing.

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