Regional Facilities Manager

JLL•Bellevue, WA

1d•$145,300 - $210,700•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.