Offsite Service Delivery Manager

JLL•Nashville, TN

19h•Onsite

About The Position

JLL is seeking an Offsite Service Delivery Manager to support their Global Travel and Events program. This role will manage the offsite meetings and events program, overseeing venue sourcing, contract management, payment coordination, group air, special programs, financial reconciliation, and event planning services. The ideal candidate will be customer-obsessed, focused on executing global program standards, monitoring compliance with standard operating procedures, meeting service level agreements (SLAs) and key performance indicators (KPIs), and exceeding customer satisfaction goals.

Requirements

5+ years of meetings and events management or hospitality experience
2+ years of meetings operations management experience
Experience managing projects across cross-functional teams, building sustainable processes, and coordinating implementation
Intermediate to advanced user-experience with common Meeting Management technology (e.g., Cvent, Stova, or equivalent).
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Bachelor's degree in Hospitality or related field or equivalent experience
Third-Party meeting management vendor/agency experience
Experience working on or as part of an offsite corporate meetings and events team
Experience communicating with technical and non-technical stakeholders
Demonstrated track record of cultivating strong working relationships and driving collaboration across multiple teams
Strong written communication skills
CMP (Certified Meeting Professional) or other industry certification
Strategic Meetings Management Program (SMMP) experience desirable either in Third Party or buyer role
Business Travel experience
Experience with venue sourcing, contract management, payment coordination, group air, and special programs
Background in financial reconciliation and event planning services
Track record of fostering and maintaining morale and a strong team environment
Experience collaborating across global teams to leverage tools and resources for better customer experience
Ability to foster a customer-obsessed environment and consistently exceed customer satisfaction goals.

Responsibilities

Manage the day-to-day workload, execution, quality, strategy, and execution of services by the Offsite Service Delivery team for offsite meetings and events.
Monitor and own reporting of workload by using gearing ratios and tiers for all services, ensuring the service and workload levels do not exceed those standards and recommending up/down scaling as needed.
Act as the first point of escalation for customer service issues and escalations, tracking, resolving, and converting them into solutions.
Ensure the Offsite Service Delivery team understands the culture, vision, and customer expectations for seamless execution of services in support of business goals.
Implement and monitor quality control measures for accurate data and reporting, driving and implementing operational standards, training, and highest level of customer service.
Continuously review procedures and policies, recommending improvements and updates while challenging the status quo by looking for innovative solutions that help simplify the process.
Monitor customer service levels in relation to offsite execution of services, staffing, and SLAs/KPIs to ensure objectives are being met or exceeded, establishing resolution for continuous improvement when expectations are below standards.
Manage change impact at all levels of the Offsite Service Delivery team in a positive and productive manner, ensuring proactive engagement and reduced change fatigue.