JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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.   

Global Service Center Director

Lead a dynamic global operation with JLL! This pivotal leadership role puts you at the helm of a 24/7 multi-region command center supporting 60 international facilities across our client's portfolio.

Location Flexibility: Choose from Malvern, PA, Charlotte, NC, or Scottsdale, AZ as your home base while traveling monthly/quarterly.

Your Impact: Direct a team of three managers while overseeing critical operations, including business continuity, building monitoring, and alarm management for both mission-critical and office environments.

Strategic Position: As part of the Engineering division, you'll report to the Engineering Director while collaborating with operations teams, facilities command center, and asset managers to deliver exceptional service through client-managed technology platforms.

This role offers the perfect blend of technical leadership, team development, and global influence. Ready to elevate your career while ensuring seamless facility operations worldwide?

Here is some of your day:

Operations

Manage team leads responsible for the day-to-day management of support center specialists who will leverage the tools and resources of the Global Support Center (GSC) to provide proactive and predictive reporting and management of assets.Lead the development of the command center program, collaborate with the client and peer service provider management to establish policies, procedures, and performance criteria.Manage the development of reporting and metrics, evaluating critical systems, critical loads, and overall HVAC building system performance.Position the operation to act as a resource and liaison to client stakeholders in reporting key facilities-related activities and escalating incidents.Assess gaps and drive improvements in programs and processes, focusing on root cause, analytics, and opportunities for improvement.Provide operational leadership to maintain 24x7 staffing of the GSC.Responsible for developing, maintaining, improving, and executing a robust training program for command center tooling, incident management, and Building Automation System operation, as well as updates to new policies and procedures.Coordinate reporting requirements with internal and external customers to meet business objectives.Develop analytical competencies across the account team members.Coordinate reporting requirements with internal and external customers to meet business objectives.Develop analytical competencies across the account team members.

Quality Control

Performance evaluation and customer service metricsAd Hoc Training exercises to Test Teams on event responseOrganizational and leadership skills with problem-solving abilityProcess Improvement and ImplementationHelps call agents with challenging customer service issues.Monitors team performance and provides tools if necessary.Determines call center operational strategies by evaluating team results and objectives.Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
 

Safety

Record readings and make adjustments where necessary to ensure proper operation of the equipmentComply with departmental policy for the safe storage, usage, and disposal of hazardous materials; maintain a clean and safe workplace  All other duties and tasks assigned.

Who we are looking for:

Required

5+ years of experience managing a call center or technical operations group5+ years of facilities management experienceExperience with building automation systems and Microsoft OfficeStrong customer service, verbal and written communication, and interpersonal skillsExceptional training and coaching skills to motivate employeesThe ability to maintain composure and make effective decisions under pressure

Preferred

A 4-year engineering, business, or technology degree, or related, from an accredited university/college

Pay $128,000-144,000 with a 20% targeted bonus of the annual salary.

Schedule: Monday-Friday, day shift with flexibility as needed.

Location:

On-site –Charlotte, NC, Malvern, PA, Scottsdale, AZ

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

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy here.

Jones Lang LaSalle (“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 contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

Accepting applications on an ongoing basis until candidate identified.