Regional Facilities Manager

Pay: $130000 - $190000 / year annual target bonus

Location: Westlake Ave, Seattle, WA

Travel: Across North America & Latin America as needed; at least 1 trip / month

The Managed Service Office (MSO) Regional Facilities Manager is responsible for ensuring a high level of customer and client satisfaction within the sixty-eight AMER managed service office sites. The role will also be accountable to develop a program that will enhance IFM MSO performance across AMER, EMEA and APAC. Delivering key initiatives as well as ensuring consistency in processes and operational FM delivery. The role delivers efficient operational facility activities to meet contractual obligations with respect to the property portfolio of the Client.

A close working relationship with JLL regional FM’s, external managed service office (MSO) regional managers, and shared service office regional managers will be required by the post holder to ensure successful local outcomes.

The post holder will be required to travel throughout AMER to be successful in this role. The post will require travel to EMEA and APAC.

What this job involves

Stakeholder Management:

• Partner with MSO AMER leadership to align on service delivery standards. Inform and consult with local global real estate & facilities (GREF) client and JLL teams.
• Act as the AMER accountable MSO subject matter expert (SME) for MSO IFM service delivery. Area level JLL teams will act as in area responsible MSO SMEs.
• Manage relationships within the clients Global Real Estate and Facilities teams (Area Managers) to address operational challenges head on.
• Develop and maintain a detailed understanding of the Client’s business and key factors influencing their requirement for our services.
• Serves as primary contact for Jones Lang LaSalle for buildings within their portfolio with regards to service delivery and escalation point.

Operational Management:

• Manage and ensure the quality of delivery for the Client Account.
• Manage and ensure customer obsession and the quality of delivery for GREF.
• Deliver all regional and global initiatives and programs as directed.
• Use and promote technology systems to support service delivery, and monitor the performance for own demise and provide as detailed the required reporting from the systems.
• Ensure Amazon GREF AMER standard operating procedures (SOPs) are known and followed within AMER MSOs.
• Act as point of escalation when local level JLL/GREF client support is not best placed to drive resolution with the respective MSO leadership team.
• Ensure MSOs are adhering to Amazon GREF escalation paths as it pertains to engaging Amazon EHS, PR, ACS, HR, and GREF client.
• Attend MSO sites to inspect service delivery. QA/QC sites with a view to develop a strategy to measure onsite performance across the region and report out to GREF client and AMER IFM Leadership.
• Follow reporting, standard operating procedures, systems and HR practices in line with the regional consistent approach.
• Provide monthly reporting as detailed by AMER IFM Director.
• Follow required emergency prevention and operational controls.
• Follow all Health & Safety and Environmental requirements that are defined on work instructions or communicated in training.
• Report all accidents, occupational illnesses and emergencies.
• Any and all other duties and tasks assigned

Financial Management:

• Understand MSO OpEx and CapEx opportunities with a view to developing a strategy to meet the Amazon frugality leadership principle. Develop reporting to show value.

Contract Management

• Ensure managed shared office service contracts align to GREF expected service delivery model.
• Ensure MSO provider delivers service in adherence to the MSO provider to Amazon membership agreement (MSO lease).
• Cultivate a relationship between GREF Transaction Management, D&C, and Portfolio Strategy in partnership with MSO leadership.
• Deliver services in line with key performance indicators and service level agreements.
• Develop and drive the relationship with key vendors gaining knowledge and implementation of best practices.
• Identify and escalate all service delivery issues or changes to the IFM Regional Lead, Procurement Manager, Finance Director, and Account Director as appropriate.

Future State Opportunities:

• Develop performance metrics and report health of the buildings to GREF client/Area JLL IFM Lead.
• Develop strategy to improve customer service level outputs.
• Develop QA/QC centralized mechanism to ascertain MSO service delivery health.
• Establish standardized operational procedures across MSO portfolio
• Establish cross functional relationship with EMEA and APAC MSOs to find efficiencies, standardization, consistency, and improved performance.
• Develop and oversee MSO KPIs in partnership with GREF Sourcing.

Every day is different, and in all these activities, we’d encourage you to show your ingenuity.

Sounds like you? To apply you need to be:

Experienced Professional

• Minimum 5 years’ experience in a similar role.
• Focus of ‘Soft Services / Front of House’ management – supporting the Client operations.
• Tertiary qualifications in Facilities Management / Engineering will be advantageous.
• Has managed Facilities across multiple locations.
• Has experience in handling client and/or Firm sensitivities’ knowing when to escalate with urgency, or how to de-escalate certain risks.
• Has demonstrated experience in balancing the interests of the client with those of the Firm.
• Has experience in translating client needs.
• Understands Technical Processes and impact on delivery services (SOW).
• The management of schedules, budgets, contracts, invoices, processes.
• Quest for excellence
• Through continuous improvement.
• Performance Management.
• Problem Solving & Strategic Thinking
• Ability to connect technical matters with monetary and business.
• Capacity to deal with ambiguity and solve complex problems effectively.
• Analytical, proven ability to solve problems using an objective approach.
• Demonstrate an ability to look at long term solutions.
• Project Management & Organizational Skills
• Planning & organizational skills to prioritize work and meet tight deadlines.
• Demonstrated client relationship skills.
• Strong communicator – good presentation skills and possesses strong verbal & written communication skills (English & local language); also an active listener.
• Self-motivated and confident, Gravitas.
• Flexible – able to adapt and effectively deal with rapidly changing, stressful situations.
• Proven ability to initiate and follow through with improvement initiatives.
• Able to work independently and be a team player.
• Exhibits honesty & trustworthiness.