We are seeking an Engineering & Operations (E&O) Manager to join us in one of our offices located in Charlotte or Raleigh, NC , St. Petersburg, FL or Cincinnati, OH. This individual will report to the account team's Senior Director of Operations and will directly support an account-based Integrated Facility Management (IFM) team. The position will be responsible for defining and implementing engineering and technical operations processes for the facilities management team. This individual will utilize on best facilities management practices by documenting and implementing processes and procedures into efficient and repeatable methods to deliver best in class operational outcomes.
An emphasis will be placed on improving the overall client experience as well as on positive and timely response to concerns or needs of the client. The E&O Manager will demonstrate leadership, responsiveness, and creativity while overseeing ongoing improvement initiatives for creating consistent, efficient and best in class delivery of our IFM scope of services. They will drive client satisfaction, demonstrating value to the client with a focus by managing initiatives and process improvement efforts with responsiveness and urgency. The role will be asked to leverage organizational skills, problem solving, and creative thinking to resolve escalated issues, drive continuous process improvement and team development in a dynamic environment. There will be extensive interaction with both internal and external customers to ensure seamless delivery of our services while meeting JLL's goal to provide our clients with the highest level of client service available.
Essential Functions:
Provide operational leadership setting the accounts technical direction through matrix management of operations team, including Sr Facility Managers, Facility Managers and Engineering responsible for operations and maintenance programs for all building/site types within JLL's managed portfolio.
Serve as Subject Matter Expert (SME) for engineering-related items and support IFM team as a trusted advisor.
Work with key stakeholders, business, and key technical leaders to help align functional solutions and execute a plan for programs including data management, data governance, data quality, and strategy alignment, along with reporting and analytics.
Proactively manage assigned projects/programs to ensure milestones are achieved as planned including proactively managing execution progress, managing communications, reporting status, managing resources, managing change, removing roadblocks, and resolving conflicts.
Responsible for ensuring the IFM team delivers the highest quality preventive maintenance program for all MEP assets based on industry and JLL best practices while maintaining strict adherence to budget requirements.
Develop and implement innovative programs, processes and projects that aim to reduce short and long term operating costs and increase productivity or longevity.
Identify areas for process improvement and lead initiatives to enhance engineering workflows, productivity, and efficiency.
Detect systematic issues, process problems, and other risks and work with the appropriate colleagues to find resolutions.
Ensure compliance with portfolio wide initiatives, local, state and federal laws, and governing regulations that pertain to the operating of facilities on behalf of the client.
Represent JLL as the IFM SME in incident reviews, work scope definition for both our JLL and Client team, compliance alignment and risk oversight.
Manage the account / client risk register tracking all asset, facility, and process risks to client operations and facility / asset reliability. Develop and lead report out meetings with client upper management.
Provide oversite for Corrigo Asset database ongoing maintenance. Management of Facility inspection programs that will provide facility condition assessment data that will feed the account Capital Budgeting process. Ensure data feeding Capital Asset Renewal dashboards is accurate and up to date.
Utilize the asset database to develop asset replacement information that can be utilized by the account team as well as BU representatives to develop replacement strategies.
Work with team to ensure Work Order service levels, client communication requirements, and reliability KPIs and CPIs are met.
Build successful relationships across the account, including regional and Center of Excellence, to ensure business requirements are understood and to promote confidence, forward planning and best practices - be a trusted advisor. Collaborate with account-wide team and proactively share and reapply all learnings, successes and best practices.
Position requires limited domestic travel within the client account's portfolio
Required Knowledge, Skills and Abilities (KSA)
Strong background in the Facility Management business and service delivery
Familiarity with critical system operations, standard operating procedures and industry standards with the management of MEP systems
Ability to effectively communicate engineering directives / initiatives over to an operations team
Ability to manage urgent matters with thought leadership, collective reasoning, and a leadership mentality.
Managerial experience of direct and non-direct reports. Ability to get peers on board through vision sharing and trust.
Demonstrated ability to develop successful relationships with and influence customers, both internal and external.
Excellent verbal/written communication and presentation skills.
Proven record of providing excellent internal and external customer service.
Drive for results and innovation.
Strong organizational, management, and supervisory skills.
Experience in matrix management organization desirable.
Knowledge of Work Order or CMMS operating systems.
Advanced computer skills with emphasis on Excel and possess the ability to analyze data.
Supervisory Responsibilities:
Lead, manage and develop a professional, friendly,creative, energetic, and detail-oriented team of direct and indirect employees in operational support delivery.
Actively support an environment of teamwork, co-operation, performance excellence and personal success.
Participate in performance management and personal development planning for members of the team. Prepares succession and growth plans.
Act as an ambassador for JLL, adopting and maintaining the firm's core values of Teamwork, Ethics and Excellence
Minimum Required Education & Experience:
Bachelor's degree or equivalent work experience in Facilities Management with management/technical emphasis.
Minimum of 8 years industry experience either in the corporate environment, third party service provider or as a consultant.
Experience in engineering leadership roles, with a focus on process improvement, technical excellence and innovation.
Proven track record in driving innovation and successful implementation of process initiatives.
Ability to adapt to a fast-paced and changing environment.
Excellent communication, leadership, and interpersonal skills.