Workspace Delivery Manager Work Dynamics (Integrated Facilities Management) Role And Responsibilities ROLE AND RESPONSIBILITIES OVERALL ROLE This position is in its nature proactive and focused on the detail, to ensure Workspace services are delivered to an agreed consistent standard to enable Occupant and Guest Experience based on requirements “works every time”, while maintaining safe working practices throughout all we do. The role oversees the day to day service delivery by the Workspace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with the Workspace Experience team to ensure gearing of the service delivery to the ultimate target of creating Customer Delight, with agility of mind, and so service provision, to maintain this alignment. A key aspect of this role is leading the team to deliver expected standards, maintain clean & hygienic workspaces, seamless GRE services, engagement with other service partners such as Security and Dining Services, with Landlords as relevant, to deliver on consistency of service to Occupants and Guests. Major Responsibilities Transforming to the Workspace Team of the future Participate in ad-hoc projects when requiredCommitment to deliver the best level of service every time through obsessive level of attention detailEnsures resets back to agreed format, including owning Clear Deck policy / and associated reporting to Workspace Experience team to allow for onward sharing with LOBsProactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean WorkspaceEnsure there is a highly proactive, responsive, dynamic and agile team Client/Stakeholder Management (in support of the Workspace Lead) Pro-actively develop and manage Client relationships ensuring that expected service levels are achievedComply with all requirements of the Client contract and meet or exceed Key Performance IndicatorsDeliver an exceptional quality of service to the Client, as reflected by Client feedbackActively recover feedback from the end user Leadership / Staff Management Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal successProactively manage the team to deliver DelightDevelop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors Operations Management Functional operational control to deliver excellence every timeImplement service tasks, procedures and policies and measure performanceReview and spot-check suppliers/service providers performance to ensure contractual obligations are deliveredUnderstand the operational & technical requirements of the site and ensure that current contracts are maintained to provide necessary supplies and servicesProvide comprehensive Workspace management for the office premisesImplement and manage the change control processResolve user's complaints and concerns with solutions and follow upBe able to resolve problems or improve operationsImplementation of service task, procedures and policiesPrepare risk assessments for self-deliveryAssist with critical out-of-hours issues & participate as a key team member in responses to emergency situationsReport building incident following with set escalation channels with measures and solutionsResponsible for monitoring and managing staff performance with criteria set in Individual Performance ManagementCoordinate, manage and oversee vendors to perform a wide range of Workspace-related servicesEnsure service deliverables meet SLAs and KPIsWork with all related parties on timely delivery of all servicesEnsuring up to date information on Client’s Property Services SharePointWhen necessary raise risks to Workspace Experience Site Lead for further investigationContinuous Improvement implementationCost saving mind-set that drives value for service at every levelManaging budgets and ensuring cost-effectivenessCollect, analyse, and report statistical data as may be required to provide accurate and current assessment of management objectives CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA Ideal Experience Experience of 8 + years in hospitality/facility managementAn added benefit would be a Bachelor’s degree in facilities management/Hotel Management/Hospitality Management, building, business or other related field. Excellent verbal and written communication skills as well as presentation skillsStrong analytical, organization and administration skillsAble to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements Critical Competencies for Success (with corresponding ‘I am JLL behaviours’) Client Focus & Relationship Management – ‘I Value my Customers’ Demonstrates proactive & professional approach to customer service and stakeholder engagementHas a natural hospitality-orientated communications acumenAbility to interact with a wide range of client staff, including senior levelsAbility to manage conflict and balance between client and firm requirementsHas a customer service oriented attitude People Management and Team Leadership – ‘I am a Team Player’ Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels Program Management & Organizational Skills – ‘I Am Proactive’ Excellent planning & organizational skills to prioritize work and meet tight deadlinesProven ability to manage multiple and complex operational matters on a daily basis Problem Solving & Strategic Thinking – ‘I am Innovative’ Capacity to deal with ambiguity and solve complex problems effectivelyAnalytical, proven ability to solve problems using a quantitative approachProven ability to employ holistic approaches and looks at long term solutions Other Personal Characteristics Detail focussed and proactive in natureSelf-motivatedExhibits honesty & trustworthinessOpen to new ideas & willing to challenge status quoWorks well with diverse teams from various countries/cultures KEY STAKEHOLDERS Management Staff Client Representatives Client Occupants / End-users Vendor Staff DIRECT REPORTS TBC INDIRECT REPORTS TBC REPORTING TO Workspace Delivery Lead