FM Governance & Performance Director

Role Description

The Business Operations Lead is a strategic leadership position dedicated to driving operational excellence and cross-functional consistency across a complex, multi-site regional portfolio. This role is accountable for the holistic contractual performance of the account, transforming high-level regional strategies into actionable, high-impact operational workflows.

As the primary steward of account health, the Lead maintains a rigorous governance environment focused on performance optimization, proactive risk mitigation, and unwavering alignment with both JLL and client organizational frameworks. By delivering sophisticated data analytics and structural oversight, the Business Operations Lead empowers the JLL@Google leadership team to scale the partnership, ensuring that all contractual commitments are exceeded and the foundations for long-term growth are secured.

Recurring Activities

Performance Management & KPI Analytics

• Strategic Performance Oversight: Spearhead the consolidation and validation of regional performance data, ensuring all service lines consistently exceed contractual SLAs and KPIs.
• Data-Driven Insights: Design and distribute sophisticated performance dashboards that serve as the single source of truth, providing leadership with real-time visibility into account health and operational efficiency.
• Continuous Optimization: Leverage advanced KPI analysis to identify emerging trends and performance gaps, translating data into actionable process optimization strategies.
  
  

Contractual Stewardship & Governance

• Contractual Advisory: Provide high-level strategic support for all contracting matters, including renewals, scope-of-work modifications, and formal amendments.
• Governance Facilitation: Direct the Regional Governance Board's rhythm, ensuring all leadership forums, workshops, and townhalls are structured, action-oriented, and rigorously tracked for execution.
• Compliance & Audit Readiness: Execute comprehensive reviews of operational protocols to guarantee absolute alignment with the Master Service Agreement (MSA) and JLL global standards.
• Strategic Documentation: Partner with Legal and Procurement teams to facilitate seamless contract revisions while maintaining a meticulous repository of all governance updates.
  
  

Task Order Management & Strategic Alignment

• Lifecycle Administration: Oversee the end-to-end lifecycle of Task Orders, including the precise creation, strategic revision, and formal finalization of all work authorizations.
• Portfolio Integration: Ensure all Task Orders—spanning Integrated Facilities Management (IFM), Minor Works, and specialized contractual services—are meticulously aligned with client expectations and budgetary parameters.
• Contractual Synchronization: Act as the primary interface with the client to validate that Task Order scopes are technically accurate, compliant with the Master Service Agreement (MSA), and structured to support seamless operational delivery.
• Audit-Ready Documentation: Maintain a rigorous standard of documentation for all service modifications, ensuring that task-specific obligations are clearly defined and legally sound.
  
  

Operational Excellence & Risk Mitigation

• Regional Standardization: Implement and refine unified operational processes across the multi-site portfolio to ensure seamless regional alignment and service consistency.
• Risk Management: Proactively identify and mitigate systemic operational risks, safeguarding the partnership and ensuring uninterrupted service delivery.
• Financial Stewardship: Collaborate with Finance teams to monitor regional expenditures, manage budget variances, and ensure all operational costs are optimized and compliant with client pass-through protocols.
• Executive Communications: Lead the strategy for internal and external communications, ensuring clarity, professionalism, and brand alignment across all stakeholder touchpoints.
  
  

Strategic Ad-Hoc Initiatives

• Performance Recovery: Architect and oversee targeted Get Well Plans for specific sites or service lines to rapidly restore performance to required thresholds.
• Audit Leadership: Command the regional response to internal and external audits, coordinating evidence collection and the swift implementation of corrective actions.
• SOP Architecture: Identify regional operational inconsistencies and author robust Standard Operating Procedures (SOPs) to unify delivery across diverse geographies.
• Risk Intelligence: Conduct deep-dive investigations into emerging risks—such as supply chain volatility or regulatory shifts—and present sophisticated mitigation strategies to the executive team.
• Growth & Transition Support: Provide critical support for contract extensions, renewals, and new site integrations, ensuring that all expansions are immediately absorbed into the established governance framework.
  
  

Executive Governance & Leadership

• Strategic Advisory (Regional Leadership Team): Act as a core member of the Account Leadership Team, providing critical operational insights and risk-based perspectives to inform all high-level strategic decision-making.
• Risk & Compliance Stewardship: Preside over the Regional Risk Committee, maintaining a rigorous Account Risk Register and ensuring that all mitigation strategies are adequately resourced, funded, and actively executed.
• Operational Integrity (Change Management Board): Serve as a final reviewer for significant operational modifications, ensuring that any shifts in delivery do not compromise the account's governance standards or compliance posture.
• Safety & Ethical Leadership: Serve as the regional executive champion for JLL's Ethics and Health & Safety frameworks, embedding a culture of Safety First and ensuring total adherence to global governance across all regional team
  
  

Qualifications & Experience

Academic Foundations

• Education: Bachelor's degree in Business, Operations, or Finance (Required).
• Advanced Degree: MBA or Master's in Management (Highly Preferred).
  
  

Professional Experience

• Tenure: 10–12+ years in Business Operations or Corporate Real Estate.
• Leadership: 5+ years in a regional Head of Ops or lead role managing multi-site portfolios.
• Contract Mastery: Expert-level management of MSAs, Task Orders, and complex work authorizations.
• Data & Analytics: Proven track record using KPI dashboards to drive performance and Get Well recovery plans