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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.   

Workspace Delivery Manager

Work Dynamics (Integrated Facilities Management)

ROLE AND RESPONSIBILITIES

OVERALL ROLE

This position is in its nature proactive and focused on the detail, to ensure Workspace services are delivered to an agreed consistent standard to enable Occupant and Guest Experience based on requirements “works every time”, while maintaining safe working practices throughout all we do.

The role oversees the day to day service delivery by the Workspace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with the Workspace Experience team to ensure gearing of the service delivery to the ultimate target of creating Customer Delight, with agility of mind, and so service provision, to maintain this alignment.

A key aspect of this role is leading the team to deliver expected standards, maintain clean & hygienic workspaces, seamless GRE services,   engagement with other service partners such as Security and Dining Services, with Landlords as relevant, to deliver on consistency of service to Occupants and Guests.

MAJOR RESPONSIBILITIES

Transforming to the Workspace Team of the future

Participate in ad-hoc projects when requiredCommitment to deliver the best level of service every time through obsessive level of attention detailEnsures resets back to agreed format, including owning Clear Deck policy / and associated reporting to Workspace Experience team to allow for onward sharing with LOBsProactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean WorkspaceEnsure there is a highly proactive, responsive, dynamic and agile teamPlanned, predictive and corrective works of building systemsPower down planning, executionQuality assurance and monitor outsourced critical works vendors to ensure equipment is maintained at a high standardReview the maintenance/service practices of M&E contractors to deliver quality work practices in line with the manufacturer recommendations, established processes, tools and documentation.Engineering regulatory compliance management for the portfolio of buildings, along with compliance to client-stipulated Engineering PlaybooksIncident management support including 24/7 on call for incident management in corporate real estate buildingsSupport and assist any installation, commissioning and programming of new office space to ensure plans, designs, scopes and goals are accurateTechnical reporting submissions for portfolio objectives, regular meetings and portfolio performanceGovernance of as built drawings and OEM informationProduction and management of MOPS/SOPS/EOPSManagement of lifecycle asset management and UPS component replacementSupport for engineering standardization tasks across Asia PacificLead in-city technical training deliveryDevelop and implement innovation programs and processes that reduce utility costs, increase productivity, produce cost savings and share learnings with the wider team.Identify energy saving initiatives and work through to implementation and validation.Review of all maintenance reports to ensure maintenance is conducted appropriately and performance issues are actioned

Client/Stakeholder Management (in support of the Workspace Lead)

Pro-actively develop and manage Client relationships ensuring that expected service levels are achievedComply with all requirements of the Client contract and meet or exceed Key Performance IndicatorsDeliver an exceptional quality of service to the Client, as reflected by Client feedbackActively recover feedback from the end user

Leadership / Staff Management

Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal successProactively manage the team to deliver DelightDevelop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors

Operations Management

Functional operational control to deliver excellence every timeImplement service tasks, procedures and policies and measure performanceReview and spot-check suppliers/service providers performance to ensure contractual obligations are deliveredUnderstand the operational & technical requirements of the site and ensure that current contracts are maintained to provide necessary supplies and servicesProvide comprehensive Workspace management for the office premisesImplement and manage the change control processResolve user's complaints and concerns with solutions and follow upBe able to resolve problems or improve operationsImplementation of service task, procedures and policiesPrepare risk assessments for self-deliveryAssist with critical out-of-hours issues & participate as a key team member in responses to emergency situationsReport building incident following with set escalation channels with measures and solutionsResponsible for monitoring and managing staff performance with criteria set in Individual Performance ManagementCoordinate, manage and oversee vendors to perform a wide range of Workspace-related servicesEnsure service deliverables meet SLAs and KPIsWork with all related parties on timely delivery of all servicesEnsuring up to date information on Client’s Property Services SharePointWhen necessary raise risks to Workspace Experience Site Lead for further investigationContinuous Improvement implementationCost saving mind-set that drives value for service at every levelManaging budgets and ensuring cost-effectivenessCollect, analyse, and report statistical data as may be required to provide accurate and current assessment of management objectives

CANDIDATE SPECIFICATION:  KEY SELECTION CRITERIA

Ideal Experience

Experience of 8 + years in hospitality/facility managementAn added benefit would be a bachelor’s degree in mechanical, Electrical, facilities management/Hotel Management/Hospitality Management,Excellent verbal and written communication skills as well as presentation skillsStrong analytical, organization and administration skillsAble to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements.Knowledge of Occupational Safety requirementsStrong PC literacy and able to manage daily activities using various systems, such as BMS, and other computerized control/monitoring systemAbility to effectively communicate and interact with all levels of peopleHolder of Higher Cert/Higher Diploma/Degree or above in Building, Mechanical, Electrical or Facilities Management with minimum  8 to 10   years’ experience in related disciplineHolder of REW A0 is preferable, but not a must;Knowledge of HVAC, Fire Protection System, Electrical system and BMS system  Has experience in CRAC, UPS, Chiller plant or Data Centre operations is requiredKnowledge of Occupational Safety requirementsStrong PC literacy and able to manage daily activities using various systems, such as BMS, and other computerized control/monitoring systemDiploma in an Engineering disciplineMinimum of 5 years of relevant engineering management experienceThorough understanding of building services design and engineering managementAbility to identify and implement opportunities for operational efficiency/improvements and implement agreed solutionsHigh energy, flourishes in fast pace, dynamic environmentsCustomer centricityComfortable working in a challenging environment as part of a team and is comfortable managing incidents and service failures

Critical Competencies for Success (with corresponding ‘I am JLL behaviours’)

Client Focus & Relationship Management – ‘I Value my Customers’

Demonstrates proactive & professional approach to customer service and stakeholder engagementHas a natural hospitality-orientated communications acumenAbility to interact with a wide range of client staff, including senior levelsAbility to manage conflict and balance between client and firm requirementsHas a customer service oriented attitude

People Management and Team Leadership – ‘I am a Team Player’

Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

Program Management & Organizational Skills – ‘I am Proactive’

Excellent planning & organizational skills to prioritize work and meet tight deadlinesProven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking – ‘I am Innovative’

Capacity to deal with ambiguity and solve complex problems effectivelyAnalytical, proven ability to solve problems using a quantitative approachProven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

Detail focussed and proactive in natureSelf-motivatedExhibits honesty & trustworthinessOpen to new ideas & willing to challenge status quoWorks well with diverse teams from various countries/cultures

KEY STAKEHOLDERS

Management Staff

Client Representatives

Client Occupants / End-users

Vendor Staff

Location:

On-site –Pune, MH

Scheduled Weekly Hours:

48

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!

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