FM Services Program Manager
 JLL | |
 United States, Washington, Seattle | |
 Nov 19, 2024 | |
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Reporting daily to the Senior Program Manager overseeing Integrated Facility Management (IFM) third party supplier (3P) Services for their assigned area, the Program Delivery Manager for FM Services provides service line oversight, supplier management, and financial oversight for all FM Service activities. They will drive existing and new initiatives ensuring that stakeholders are consulted and kept apprised of status, that financial impact is documented, and that operations teams are prepared in terms of change management and tools for success. The candidate should possess strong program management skills and is responsible for ensuring that the vendor is managed in line with the IFM vendor management process, and in accordance with contracts, measurable Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). The candidate will work to understand the customer experience and lead vendors and IFM teams in reducing defects, streamlining service, and adding value for customers.
Essential Duties & Responsibilities Assumes a lead role representing the service lines within the IFM team. Ensures services are managed and delivered consistently across the assigned area. Ensures suppliers are managed strictly in line with both IFM and client contracts, and associated agreed KPIs and SLAs Demonstrates high energy for the business and the ability to energize internal and external partners to improve performance and customer impact. Leads medium to large, complex cross-functional initiatives and programs end-to-end using a formal project management office (PMO) process. Facilitates the development of a charter and integrated timeline for assigned area. Ensures all functions remain on schedule and issues are escalated and resolved for successful delivery of initiatives and program objectives. Maintains client relationships and manages conflict resolution. Maintains on-site presence and ensures vendor team's service performance criteria are being met. Identifies and addresses areas of concern regarding potential liabilities and risk to Manager and Area Leads. Facilitates key communication meetings for the program and assigned initiatives. Responsible for program-related quarterly business review (QBR) reporting and financial tracking/reporting of assigned area. Responsible for tracking and collecting supplier progress through data metrics. Manages internal and external relationships in support of program. Provide consultation on complex medium to large scale projects that integrate into an organized program. Leads by example and demonstrates behaviors consistent with the company's values. Demonstrates continuous effort to improve operations, service levels, and streamline work process. Other duties may be assigned. Qualifications Bachelor Degree from an accredited institution Minimum three years' experience in commercial real estate or comparable industry, with exposure to supplier management, contract management, janitorial, flooring, waste management, pest control and shredding services. Facility Management industry recognized related qualifications/certifications preferred. Ability to comprehend, analyze, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, SOP's, in client's distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action. Requires in-depth knowledge of financial terms and principles. Ability to forecast and articulate guidance to IFM counterparts in preparation of budgets and monthly reporting. Conduct financial/business analysis including the preparation of reports. Strong process skills, decision-making and analytical skills are necessary. Demonstrated ability in project management processes, tools and techniques. Strong interpersonal skills with the ability to interact with executive level internal & external clients Organizational & detailed-oriented with the ability to prioritize and manage differing needs of the business. Proficiency with Microsoft Office products. Assumes complete responsibility for assignments of moderate complexity, and continues to aggressively improve skill base. Position will work primarily at client site with potential daily stakeholder interaction Travel as needed | |