Senior Manager, Service Delivery & Compliance

JLL•New York, NY

1d•Onsite

About The Position

The Janitorial Quality & Compliance Manager is a hands-on leadership role responsible for executing janitorial service standards across the portfolio. Reporting to the Director, SME – Janitorial, this position bridges enterprise strategy and site-level execution by delivering training to Facility Managers, conducting quality audits, and ensuring vendor performance compliance. This role requires a detail-oriented leader who drives operational excellence through direct engagement with site teams, vendors, and stakeholders while maintaining rigorous standards for quality, compliance, and cost control. The Janitorial Quality & Compliance Manager executes the janitorial service delivery framework established by the Director, SME – Janitorial. This leader ensures site teams have the training, tools, and support to effectively manage janitorial vendors. The role focuses on quality assurance through systematic auditing, KPI monitoring, contract compliance verification, and real-time problem resolution.

Requirements

Bachelor's degree in Facilities Management, Business Administration, or related field
5-7 years in facilities management with direct janitorial operations responsibility
Proven experience managing vendor relationships and enforcing contract compliance
Track record conducting quality audits and performance assessments
Experience designing and delivering training programs
Multi-site or portfolio environment background
Hands-on experience with janitorial technologies and inspection tools
Deep knowledge of janitorial operations, cleaning specifications, and contract management
Proficiency in audit protocols, quality data analysis, and KPI tracking
Excellent training delivery and stakeholder communication skills
Strong analytical capabilities for spend analysis and performance reporting
Proven vendor accountability and problem-solving abilities
Technology proficiency with digital tools, inspection apps, and dashboards
Meticulous attention to detail for compliance and documentation
Travel flexibility

Nice To Haves

Industry certifications preferred: ISSA CIMS, CIMS-GB, CMI, LEED AP

Responsibilities

Design and deliver training programs for Facility Managers on contract governance, vendor management, quality inspections, escalation procedures, and invoice reconciliation
Conduct onboarding for new Facility Managers and quarterly refresher sessions
Develop training materials, SOPs, job aids, and reference guides
Assess training effectiveness through competency evaluations and site visits
Establish and execute comprehensive quality inspection audit programs across all properties
Develop standardized inspection checklists and audit templates aligned with contract specifications
Ensure vendors and Facility Managers complete regular quality audits per schedules
Conduct independent site visits to verify service quality and contract compliance
Analyze audit results, identify trends, and drive corrective action plans
Implement digital inspection tools and maintain audit documentation
Monitor scope of work execution against contract specifications at every site
Implement and track KPI compliance across all properties
Build and maintain real-time performance dashboards
Conduct monthly vendor business reviews and quarterly stakeholder performance reviews
Enforce performance standards through scorecards and accountability mechanisms
Manage vendor performance improvement plans when standards are not met
Document trends and provide optimization recommendations
Verify vendors deliver services per contract terms, specifications, and frequencies
Reconcile monthly billing against actual services, audit documentation, and service logs
Review and approve change orders, extras, and tag work to prevent overcharging
Identify and eliminate scope creep, duplication of services, or gaps
Verify landlord performance under lease obligations where applicable
Track janitorial supply inventory and spend at site level
Audit invoices to identify billing discrepancies and implement billing controls
Provide technical guidance to Facility Managers on day-to-day janitorial issues
Serve as primary escalation point for vendor performance challenges
Support RFP execution, vendor evaluations, and transition planning
Implement technology solutions including robotics, sensors, and inspection apps at site level
Conduct root cause analysis on recurring failures and implement preventive measures
Pilot new technologies and processes
Gather feedback on program effectiveness and operational challenges
Identify efficiency and cost reduction opportunities through data analysis
Standardize procedures across properties to drive consistency