Position Overview

The Senior Facilities Manager (SFM) is the Account Lead and serves as one of JLL's most important front-line leadership positions, responsible for delivery to the client across multiple service lines while managing diverse responsibilities and priorities. This role acts as the primary point of contact for all matters related to the account, building and maintaining strong, long-lasting customer relationships backed by competence, knowledge, and experience. The SFM is accountable for strategic leadership, operational excellence, cost savings, compliance, innovation, risk management, and supporting dynamic client needs in the Integrated Facility Management (IFM) space. This role requires advanced technical and customer experience expertise, project management skills, and the ability to lead teams in complex, regulated environments.

Key Accountabilities & Responsibilities

Strategic Leadership & Account Management

Act as the primary point of contact for all matters specific and related to the account, serving as a strategic partner to the client.
Develop forward-looking, peer-reviewed strategic plans that maximize profitability and leverage JLL's capabilities.
Create and execute annual account business plans aligned with client growth and JLL's profitability, including specific growth plans and initiatives that support account expansion and win:win outcomes.
Drive and track cost-saving initiatives and innovative solutions (including technology, process, and sustainability improvements) to deliver measurable value and support account profitability and growth.
Build and maintain strong, long-lasting customer relationships, ensuring deep understanding of client business and strategic objectives.
Oversee customer account management including forecast, budget, and tracking of key account metrics.
Ensure seamless and efficient delivery, improving cost optimization, mitigating risk, and fostering sustainable practices, including the development of the team and cross-skilling.

Client Relationship Management

Conduct regular client engagements, including weekly operations meetings, monthly management review meetings, and quarterly business reviews (QBRs).
Demonstrate strong attention to detail and proactive communication of updates, issues, risk mitigation solutions, and delays.
Proactively engage stakeholders to ensure that on-site client expectations are met.
Build and develop effective client/stakeholder relationships across multiple levels of the organizations (JLL and Client).
Serve as on-site key point of contact for Facilities in the client's premises.
Maintain close liaison with the client on-site representatives to address problems and/or enhance working environment performance.

Operational Excellence & Site Operations Management

Manage all building-related technical and service contracts, develop and implement procedures and performance measures to ensure efficiency, accuracy, reliability, and safety of work methods and systems.
Ensure compliance with contract requirements and manage risk, acting as the ultimate compliance authority for the account.
Manage internal reporting such as development tracker, opex and capex pipeline, compliance, risk, and issues.
Recommend continuous quality improvement practices and implement industry best practice operations.
Implement building procedures and performance measures and ensure they are maintained at all times.
Ensure all Critical Environment (CEM) requirements are met, including compliance with ISO, GMP, and EHS standards.
Review existing operations regularly to reduce costs and improve operational standards.
Provide 24/7 emergency call support and site attendance as required.
Coordinate critical out-of-hours issues and participate as a key team member in investigations and responses to emergency situations.
Ensure uninterrupted site operations and be present at major events, incidents, and shutdowns.

Business Development & Growth

Develop new business and identify new and innovative business opportunities, expanding the share of wallet by solving client pain points.
Initiate and participate in contract negotiations and agreements.
Work collaboratively with facilities team colleagues both within the client location and in the wider Jones Lang LaSalle network.
Act as a strategic partner to the client, identifying and supporting account growth opportunities, expanding service scope, and ensuring mutually beneficial outcomes.

Team Leadership & People Management

Build and lead empowered, technically capable account teams whose competencies align with the client's industry and business.
Foster talent development and conduct quality career development conversations, including robust succession planning and cross-training initiatives.
Manage diverse teams across the portfolio.
Manage and coach team members, developing and sustaining a high-quality, well-motivated team.
Ensure high staff morale, trust, and work ethics.
Build and maintain an environment that supports teamwork, cooperation, and performance excellence within the team.
Mentor and enable training and development of team members to ensure staff development to anticipate/meet client requirements and growth.
Demonstrate flexibility and adaptability to support evolving client requirements, new technologies, and changes in the business environment.

IFM-Specific Responsibilities

Oversee integrated facilities management services including hard and soft services.
Manage IFM service delivery models (self-performed and sub-contracted) covering facility management, workplace services, site services, ground maintenance, engineering services, employee services, utilities and energy, and specialty services.
Ensure governance and account management structures are in place.
Identify account-level resources for quality management and implementation of global playbooks.
Sponsor the Asset Management Program and Audit program, allocating resources and ensuring delivery execution.
Leverage technology and data analytics (e.g., CMMS, IoT, analytics platforms) to drive operational efficiency, transparency, and continuous improvement in service delivery and asset management.

Procurement & Vendor Management

Manage all 3rd party/subcontractor performance, ensuring vendors are well-managed, deliver services on time and within budget, and minimize JLL's risk exposure.
Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as Jones Lang LaSalle best practice.
Ensure vendors are selected based on their familiarity with the local market situation, enabling them to offer timely and effective responses to service requests.
Consolidate contracts and suppliers to leverage volume purchasing power and streamline vendor relationships.

Contracts Management

Plan and manage all contracts to ensure that they are professionally delivered at the right costs.
Ensure expiry of contracts are well-monitored and re-procurement is initiated and all compliance needs are met including licensing and insurance coverage.
Ensure contracts are continually assessed to deliver best value to the client.

Financial Management

Actively work to ensure that the site's financial operations are meeting or exceeding targets and control requirements, including the Jones Lang LaSalle Code of Ethics.
Ensure financial processes are followed at all times with no non-compliance outcomes.
Develop and accurately oversee the forecast and budget management for the account, including opex and capex.
Track and report on cost savings achieved, ensuring alignment with client and JLL targets.

Health, Safety, Security & Environment (HSSE) Management

Champion a culture of compliance and safety, ensuring all operations, financial processes, and service delivery meet or exceed JLL and client standards, statutory regulations, and audit requirements.
Ensure the provision of a safe working environment and compliance with statutory regulations on fire, health, and safety standards.
Ensure all working environments meet all requisite OH&S Standards.
Support the Account HSSE Manager with determining appropriate actions to address risks and opportunities.
Lead the development, implementation, and regular testing of integrated risk management and business continuity frameworks, proactively identifying and mitigating operational, financial, and reputational risks.

Risk Management

Ensure a property risk management program including audits is implemented and maintained.
Ensure disaster recovery and business continuity plans are implemented and maintained.
Ensure escalation procedures and incident reporting procedures are implemented and in place.
Assist in the development of guidelines and strategies to ensure compliance with Jones Lang LaSalle's business conduct.
Act as an escalation point for issues that require resolution and/or support.

Performance Management

Achieve Key Performance Indicators and Service Level Agreement targets.
Attain client KPIs.
Ensure continual service improvements.
Maintain client satisfaction at the highest level (e.g., 8 Net Promoter Score).
Leverage technology and data analytics to drive operational efficiency, transparency, and continuous improvement in service delivery and asset management.

Administrative Support

Provide assistance in general administrative activities and any other duties as assigned by Account Management on a needs-be basis.
Perform other duties as required to support the dynamic needs of the client and the IFM account, including special projects, transitions, and cross-functional initiatives.

Key Result Areas

Uninterrupted site operations
Client satisfaction
Continual service improvements
Attaining client KPIs
Account profitability and growth
Team development and retention

Required Qualifications

Education

Bachelor's/Diploma in Mechanical/Electrical/Building/Facilities Management or equivalent a Mechanical bias is preferred.
Advanced degree or professional certifications are advantageous.

Experience

Minimum 10 years in Facility Management with proven team management and leadership experience.
Minimum 3+ years in similar multi-service line Account Leadership position.
Background in Manufacturing operations / semiconductor industry preferable.
Experience managing critical environments, cleanrooms, or regulated manufacturing spaces (e.g., semiconductor, life sciences), including compliance with ISO, GMP, and EHS standards, is highly desirable.
Proven track record managing multiple scaling accounts or small/medium size regional enterprise accounts.
Demonstrable experience in facilities management and corporate real estate.

Technical Knowledge & Skills

Client-centric: Deep empathy, transparent communication, coherent strategies, and passion to meet client and team needs.
Authentic leadership: Ability to earn respect, build trust, and demonstrate integrity.
Solution-oriented: Capability to uncover opportunities and turn challenges into valuable outcomes.
Growth-driven: Focus on enhancing client experience while seeking continuous improvement.
Relationship management: Strong ability to build trust, loyalty, and long-term partnerships.
Financial acumen: Understanding of account financials, contract management, and commercial excellence.
Strong analytical, presentation, excellent communication, and organization skills.
Knowledge of Occupational Health and Safety requirements.
Strength in knowledge of M&E systems, Financial & Management Reporting.
Strong communication and interpersonal skills with the ability to build rapport quickly.
Sound computer skills in Microsoft Office and facility management systems (e.g., CMMS).
Demonstrated ability to manage multiple and complex operational matters on a daily basis.
Leverage technology and data analytics to drive operational efficiency, transparency, and continuous improvement in service delivery and asset management.

Key Competencies & Personal Attributes

Strong personal brand reflecting reputation, expertise, and professional image.
Credibility and passion as a knowledgeable professional who delivers on promises.
Influence to drive decisions and positively impact client outcomes.
Ability to work under pressure and manage emergency situations.
Delivers with, and for, the team as an integrated and hands-on team player.
Executes with speed and leverages capabilities of the team and platform to integrate into workable and structured plans.
Flexibility to provide 24/7 support when required.
High level of professionalism, integrity, and embodies JLL values and behaviors - JLL's values: Teamwork, Ethics, Excellence. JLL's leadership behaviors: Be Humble, Win Together, Simplify, Be Decisive, Be Curious