Critical Environments Program Manager

Summary of Role

Critical Environments Program Manager provide data center operational program delivery to assigned regional portfolio. Support Facility/Operations Management in the training, delivery, and audit of portfolio platform standards.

This includes but is not limited to training, procedural, and technical platforms. Responsible for maintaining effective communications with the Facility/Operations Management and support staff while managing feedback loop to/from portfolio & data center operational team.

Responsibilities

Task will include but not be limited to:

• Communicate and collaborate with Facility/Operations Management/Client in the evaluation of MEP technical issues and provide recommendations to resolve identified problems. Manage and develop the reporting techniques necessary for updating all those involved. Maintain an effective tracking system to keep department heads informed of all activities and assigned work efforts.

• Support all MOP/SOP templates, understanding and work efforts directly related to the critical infrastructure, including attendance at recurring meetings, tracking of MOP related Operations (90 Day Report / TPRM) or follow-up on past/future CWA work efforts. Drive 10% audit of the completion of work efforts associated with Critical Facilities - this includes management of all documentation, approval process, Critical Facilities Incident Reporting, attendance on weekly calls and training of JLL facility/engineering teams and related vendors. Audit work orders and customer/client tickets, ensuring quality standards are achieved.

• Drive initiation and coordination of MEP Operations/construction related activities supporting critical operations/functions. Review plans and drawings with site teams (HVAC, electrical, plumbing, life safety, generator, property specification, and requirements, etc.), to eliminate potential operational or system problems, make recommendations as necessary and/or required. Provide technical direction and review for all consulting engineers, and/or MEP vendors, retained for by operations. Ensure and audit that all proper close-out and commissioning procedures are followed - including the collection, distribution, and storage of all documentation.

• Oversee the development, deployment, continuous operation, and the maintenance of all data center systems effecting the critical operations, but not limited to the following: Mechanical (HVAC, EAC, pumps, strainers, controls, etc.) Electrical (UPS, PDU, generators, primary switch gear, etc.), Plumbing (condensate, fuel oil, pre-action, etc.), Fire/Life Safety (alarming, suppression, etc.), Operations/light construction (demo or new SEP/UPS circuits, equipment’s, etc.), services.

• Conduct regular spot inspections to ensure the facility is being maintained to the highest standards or the standards expected by the MSA and the Client. Immediately recognize and report deficiencies to management. Recommend improvements and modifications to increase system reliability.

• Audit inspections, testing and certification for Mechanical, Electrical, Plumbing, etc., systems are completed as required and permits displayed and reissued on a timely basis.

• Analyze equipment performance and maintenance methods. Review and audit maintenance programs. Create, implement, and ensure adherence to the Preventative Maintenance programs in place.

• Responsible for daily management through the life cycle of the critical management program, standards, policies, processes, and guidelines.

• Maintain on-going compliance with Clients Reporting methods and JLLs operations/compliance Audit assessment programs. Remain up to date on compliance requirements. Support monthly and quarterly client CPI and KPI reporting requirements, including reporting out of key account metrics as required.

• Administer, maintain and support the implementation and maintenance of critical operations, procedure and safety playbooks throughout the account and ensure staff and vendors have a working understanding of policies and procedures.

• Recommend, implement and maintain approved CEM training programs - including coordinating efforts with regional leadership, Facility managers, Operations managers, site leads and technicians.

• Maintain technical document repositories as required to support client requirements.

• Support the implementation of critical spares program for all data center campuses.

• Maintain communication with the Sr. Program Director, regional facilities manager and/or senior leadership management. Develop reporting/tracking methods necessary for keeping the senior leadership management informed of all events, work efforts and/or tasks associated with the Technical Manager’s position.

• When applicable, respond to support of operational, incidents and emergencies 7x24. Provide program deployment of incident and escalation management policies.

• Routinely Participate in the management of technology; MCIM, BTECH, Battery MGMT, etc. that supports the data center operations.

• Provide recommendations to the Operations efficiency model to improve overall delivery of services.

• Monitoring and adherence to the JLL/Clients Life/Safety Compliance Programs.

• The monitoring, adherence to, the JLL/Clients MSA quality/annual audit programs – including the EOPM, JCAP, EHS, etc. reporting.

• Perform additional job duties as required.

Minimum Requirements:

Education & Experience

• 8 years of managing data center account programs, driving operational excellence and critical environmental experience.

• Must have in-depth knowledge and experience in a data center and critical facility, including UPS Systems, emergency generators, switchgear, and mechanical cooling plants.

• Prior experience with successful development of mission critical programs operations and management.

• Expertise in training content creation and deployment while leveraging the latest advancements in technology.

• Experience organizing training activities in a corporate environment.

• BS in Computer Science, Building Management, Electrical or Mechanical Engineering

Language Skills

• Demonstrated excellence in verbal/written communication skills.

• Proven record of Excellent internal and external customer service.

• Ability to articulate value proposition to the client and JLL Leadership.

Other Skill and Abilities

• Working knowledge of computer applications including MS Office, Word and Excel.

Physical Requirements

This position will require the following:

• Walking large, campus-like settings.

• Frequent walking, climbing, bending, kneeling, lifting, stooping, and working/extending overhead.

• Ability to read and interpret technical diagrams, equipment labels, and facility documentation. Strong visual acuity is necessary for accurately assessing equipment conditions, identifying potential issues, and ensuring compliance with specifications.

• Lifting a minimum of 50 lbs.

• Climbing stairs and navigating rooftops to access equipment.

• Must be able to work different schedules.

• Must be able to work Holidays.

• Must be able to respond to site emergencies.

• Ability to meet 10-30% travel requirement.

Customer Environment Description

• A leading global data center developer and operator specializing in delivering state-of-the-art digital infrastructure solutions across the globe. With more than 50 high-performance mission-critical facilities worldwide, the company ensures the continued operation of digital infrastructure for nearly 800 customers, including approximately 200 Fortune 1000 companies.

• Demanding customer and fast-paced environment, serving some of the largest companies in the world.

• JLL operates 40 sites for the customer that includes campuses and individual data centers. We provide operational support including operating engineers, chief operating engineers, facility managers, and regional managers.

• JLL has been supporting the customer since 2021. The relationship has continued to grow as the customer’s business has grown. We continue to support current locations and assist in establishing new sites across the United States.

• We continue to struggle meeting the KPIs set forth by the customer, particularly when it comes to incidents. With an increased focus on training and adequate staffing models, we will be able to meet our obligations and exceed expectations. Our goal is to continue a fruitful relationship that allows us to grow with the customer. This will provide many opportunities for our employees and allow our customer to scale their business.

Program Management & Process Engineering

• Leadership experience

• Technical Program Management

• Critical Facility Operations Experience

• Critical Environments Process Experience

• MOP Planning Experience

• Drive Facility Operations Excellence

• Critical Facility Management Governance

• Critical Facility Technical Guidance

• Playbook Management

• MOP Management

• Critical Facility Awareness

• KPI/CPI Reporting & Analytics

• MSA Awareness

Responsibilities To:

Critical Environments Program Managers are responsible for providing exceptional customer service to our direct and indirect customers. This includes, but is not limited to:

• Remain professional at all times.

• Timely, concise, accurate, and professional communication.

• Attendance of all meetings requested by the customer.

• Ensure all records/reports are updated and accurate.

• Following all policies and procedures, maintaining the highest standards.

• Ensure Client MSA quality.

Team

JLL operates as one team with every member of the team contributing to the success of the team, client, and company. Being a good teammate includes, but is not limited to:

• Report to shifts on time and ready to perform role to the best your ability.

• Work collaboratively with team to ensure we are meeting the customer’s needs.

• Maintain open communication with the team to ensure training and program implementation is effective.

Training

Training is an important part of working at JLL, it is essential that every employee takes it seriously. This includes, but it not limited to:

• Ensure assigned training is satisfactorily completed on time.

• Seek additional training through JLL and client funded training to upskill or reskill.

• Ensure you are present and ready to learn for all training.

• Support team in their training efforts.

Culture

Every employee is responsible for creating a professional, positive, and inclusive culture. This includes, but is not limited to:

• Work collaboratively and professionally with everyone on account to ensure an inclusive culture.

• Provide feedback to leadership regarding issues, questions, or improvements.

Although employees work at the customer’s location, they are employees of JLL and have responsibilities to the company. This includes, but is not limited to:

• Understand JLL’s mission, vision, and values and how your role fits into the bigger picture.

Support

Safety

JLL is a safety focused company that works to ensure all employees receive the safety support they need. This includes:

• Proper PPE will be provided as required to safely perform work.

• Safety champions and HSSE are available for any safety questions or concerns.

Training

Employees cannot be their best without proper training. We are committed to supporting your training in development, which includes:

• We will provide all necessary training for you to do your job safely and effectively.

• You will be given time during your shift to complete all required training.

• Ability to leverage team knowledge.

• Provide training and experience focused on your growth and development.

Communication

All employees need to have a voice and stay informed. Our commitment to communication includes:

• Open door communication with leadership and corporate functions such as Human Resources.

• Regular communication from the PMO team regarding the account to keep you up to date.

• An environment that appreciates diversity of thought and encourages open communication.

Team

At JLL, employees are one team working toward the same goal. Your team will support you through:

• Collaborative environment where all employees work together to achieve outstanding performance for our customer.

• An inclusive culture where all employees are respectful and professional.

Leadership

Our leaders cannot meet the customer’s needs without the dedicated and hard-working employees on the account. Leadership is committed to supporting employees by:

• Coaching and development to help you achieve your career goals.

• Regular meetings to discuss issues, answer questions, and your career goals.

• Provide you with all tools to successfully perform your role and grow.

Benefits

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

Some of these benefits, include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Compensated for Holidays Worked

About JLL

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility.

That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities. Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued, and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences, and perspectives help us think bigger, spark innovation, and succeed together.