Hard Services Lead
Work Dynamics - Integrated Facilities Management
The Hard Services Lead is responsible for leading the team in forging a lasting, open, and collaborative relationship with clients through the delivery of a unique and authentic experience across two or more client sites.
Provide and manage a comprehensive and consistent range of services across the campus with a focus on continuous improvement, operational excellence, safety, and compliance. Create an interesting and impactful client engagement strategy. Build a community of ambassadors and workplace support team to deliver timely and consistent Workplace experience soft services & workplace operations technical services. Develop client support and feedback initiatives and lead regular meetings with stakeholders to enhance relationships.
JLL is currently reshaping our workplace property service delivery and this role plays a key part in supporting the operational team on the account to deliver services that provide leading edge facilities and workplace services that align to JLL’s “The Future of Work” methodology.
Transforming to the Workplace Team of the future
- Introduce technology and digital platforms to enable Workplace team to be mobile and present on the occupant floors
- Adopt the account’s new and innovative methods that can support the digitalisation of the workplace through automation, sensors, touchless technology, and new applications
- Develop an active and visible Workplace Team that is proactive, responsive, dynamic, engaging, and agile
Facilities Operations
- Manage & oversee Hard Services as part of the scope delivered
- Implement a Preventive and Planned Maintenance programme to minimise maintenance, repair, and replacement costs together with minimising the risk of equipment failure.
- Ensure all technology platform are working as per its intent purpose and analytics are carried on a timely manner to ensure proactive response.
- Review operational SOP’s & propose / make changes as part f continuous improvement
- Manage minor projects / Churn in the office
- Able to liaise with any local / government agencies as part of operations
- Able to liaise with Landlord on lease management and contractual services delivered
Team Management
- Team player, motivational leader, work across business unit to establish a collaborative environment.
- Identify area of development for his /her staff
- Drive the campus team to meet all key performance indicators as set out in the Account plan & SLA.
- Actively encourage an environment that drive teamwork, co-operation & performance excellence
- Act as manager and a coach for the team ensuring high staff morale, trust, and work ethics
- Ensure the team is well trained on all facilities policies, procedures, and systems
Reporting
- Ensure the monthly performance report is generated to meet SLA standards.
- Review monthly financial reports including the preparation of accruals and variance analysis
Experience
- A Diploma in related field and work experience of five to eight (5-8) years, five (5) of which should be related to all aspects of workplace (FM) delivery at account level.
- Excellent time management and communication skills.
- Sales skills and ability to build productive business relationships
- Ability to manage multiple projects independently
- Comprehension of M&E services to ensure services are managed, although technical qualification / background is not mandatory
- One or more globally/regionally recognized certifications in Facility management, PMP, Health and Safety, Human Experience, etc., would be an asset.
- MS Office proficiency
Task Skills
- M&E management
- Project management
- Planning and organizing
- Customer relationship management
Personal Skills
- Strong communications and customer focus skills with the ability to interface and relate to the different stakeholders in the organization
- Confident, friendly & engaging
- Strong drive and persistence to achieve results
- Creative thinking with an open mind that is balanced by a strong sense of realism and practicality
