Senior Facilities Manager

Position Overview

The Senior Facilities Manager (SFM) partners with the Regional Facilities Manager (RFM) to deliver operational excellence across a designated portfolio while developing high-performing facilities teams. This dual-focus role balances strategic people leadership with hands‑on property management to drive client satisfaction, team development, and alignment with JLL’s standards.

Reporting Structure

• Reports to: Regional Facilities Manager (RFM)
• Direct Reports: Facilities Managers within the assigned region
• Matrix Relationships: Works collaboratively with Client Relationship Directors (CRDs), Contract Documents (CDs), Management Services teams, Client Financial Services (CFS), and receives guidance from Client FM Leads

Core Responsibilities

People Leadership & Team Development

• Recruit, onboard, develop, and retain a high-caliber facilities management team
• Conduct performance management, goal-setting, and year-end assessments in collaboration with the RFM and Client FM Leads
• Identify and nurture key talent through effective career development planning and internal mobility opportunities
• Provide mentorship and day‑to‑day coaching to designated team members requiring development support

Operational Team Management

• Manage property transitions into the portfolio following JLL policies and procedures documented on the PAM Process Hub (Connect site)
• Oversee TUPE processes for staff transfers in coordination with the RFM and JLL HR
• Address employee relations matters and support recruitment activities as needed
• Ensure team alignment with major functional initiatives and data collection requirements from the IFM (Investor Facilities Management) central team

Quality & Standards

• Ensure all team members are appropriately trained, developed, and deployed according to JLL standards
• Align supplier transitions and contract management with JLL Procurement Policy or client‑appointed supplier frameworks

Client Relationship & Service Delivery

• Serve as the Lead FM representative for designated key clients, taking operational direction from relevant Client FM Leads
• Own and deliver operational KPIs as defined in Property Management Agreements (PMAs) and client‑specific initiatives
• Act as the primary point of contact for occupiers regarding day‑to‑day building operations, providing expert advice and guidance
• Deliver ‘Instinct’ (customer experience) operational initiatives in collaboration with service partners

Financial Management

• Prepare and manage service charge budgets, monitoring expenditure against pre‑defined cash limits
• Conduct quarterly variance reporting and service charge reconciliations according to agreed accounting practices
• Administer non‑recoverable budgets effectively

Lease & Compliance Management

• Understand and apply principal lease terms affecting facilities management and client service obligations
• Maintain clarity on common area extents and tenant covenant compliance
• Inform Surveyors of occupier matters influencing valuation, investment considerations, and covenant compliance
• Report to Surveyors per agreed procedures, keeping the RFM informed on facilities management standards

Procurement & Contractor Management

• Procure supplies and services in accordance with JLL’s PAM procurement program, utilizing accredited contractors and framework agreements
• Implement JLL purchase ordering systems and ensure value‑for‑money outcomes
• Monitor contractor performance against agreed standards and review service contracts regularly

Health, Safety & Risk Management

• Establish and maintain best‑practice health and safety arrangements aligned with JLL’s risk management program and RFM guidance
• Address all risks identified in independent Risk Assessments and participate in JLL’s audit process and Site Compliance inspections
• Maintain, test, and implement disaster planning procedures for all emergencies
• Organize and coordinate fire evacuation drills and emergency response procedures
• Issue permits to work and site regulations for all contractor activities

Asset & Maintenance Management

• Ensure reactive maintenance and day‑to‑day service requirements are delivered in a timely, cost‑effective manner
• Maintain comprehensive knowledge of all HVAC, mechanical, and electrical equipment in managed buildings
• Ensure maintenance contracts align with O&M manual requirements
• Coordinate with building surveyors, architects, and consultants on major works projects
• Identify and arrange minor planned works in collaboration with Surveyors

Environmental & Sustainability

• Implement JLL’s Socially Responsible Management program including environmental and sustainability policies
• Monitor water hygiene, asbestos management, and other environmental compliance requirements

Documentation & Administration

• Maintain proper site records in accordance with best practice standards
• Develop and update occupier handbooks to defined standards for each property
• Manage routine correspondence using JLL standard documents and templates
• Establish regular inspection programs aligned with insurance and regulatory requirements

Transaction Support

• Ensure property readiness for sale by responding to due diligence enquiries from a facilities perspective
• Monitor vacant/void properties in accordance with client insurance policies
• Assist with insurance claims relating to site incidents, managing quotes and works as directed by insurers or loss adjusters

Out-of-Hours Responsibility

• Participate in JLL’s established out-of-hours cover and emergency response procedures

Key Competencies

• Proven people leadership and team development capabilities
• Strong client relationship management and service delivery orientation
• Financial acumen including budget preparation and variance analysis
• Technical knowledge of building systems and facilities operations
• Health and safety expertise and risk management skills
• Procurement and contract management experience
• Excellent communication and stakeholder management abilities
• Problem‑solving and decision‑making under pressure

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