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Senior Program Delivery Manager
Seattle, WA
Job Description
The Sr. Program Manager is accountable to develop a high performing team across multiple program workstreams including Transportation, Food & Beverage, Events and Signage, throughout an 18 million square foot campus. They will develop supplier performance, processes, and quality standards where required, while also acting as the main point of oversight to drive performance to existing success measures. They will lead in the delivery, optimization and creation of program strategy and implementation, while also being highly tactical to deliver on existing and new project deliverables. The responsibilities will include people management, stakeholder relationship management, developing and implementing of team strategies, big picture initiatives, short term tactics and governance & analytical reporting. The Sr. Program Manager shall monitor the project team deliverables in line with agreed scope and contract terms and ensures integrated learnings are recorded and socialized appropriately. Managing multi direction / level coordination & effective communication are all must haves for this role.
The Sr. Program Manager is a key point of contact for the Integrated Facilities Management (IFM) Regional Manager and client so strong communication skills, being a self-starter, and solving problems quickly are necessary for success. Comfortable operating within a matrixed organization. The Sr. Program Manager would ensure success of each item listed below by setting the vision of the team, iterating existing processes and procedures, ensuring all escalations are handled in a timely manner, and manage to the KPIs to measure success.
What this job involves
Ability to operate within a fast-paced ever innovating matrixed organization
Identify service, communication and process improvement opportunities throughout the programs
Manage a team of high performing Program Managers, to elevate overall Program performance
Provide centralized leadership of soft service delivery model and best practices to soft service professionals across the JLL IFM Account business (Matrix manager)
Develop, deliver and implement strategic plan aligning JLL IFM function to key client strategic goals.Drive and monitor progress.
Drive innovative program solutions
Lead the implementation of best practices and break through innovations
Utilizing Business Intelligence and Data Analytic tools to uncover hidden value.
Support development, implementation and delivery of training and coaching plans for program professionals
Review current service support models to ensure accuracy and reliability of delivery; with particular emphasis on consistency and partnerships.
Daily leadership of all program functions across the area, ensuring that all agreed service levels and service standards are met and complied with.
Maintain frequent contact with key business partners and stay up-to-date with their departmental requirements.
Ensure all team members are appropriately trained to deliver exceptional customer experiences.
Foster a culture of continuous improvement and innovation by leveraging Business Intelligence, introducing best practices, new tools, process re-engineering, service delivery efficiencies that enhance occupant satisfaction, wellness, safety, and productivity.
Suggest ways to make program processes and records more effective and efficient.
Regular reporting and updates to executive and program leadership, clients and colleagues, ensuring full understanding of progress, direction and expected results at all times.
Continuous evaluation and reinvention of service capabilities delivered to clients and client employees.
Ideal Experience
Min. 7 years of experience in Facilities Management role or Program Management role
Ability to manage, coach and develop a team of leadership level individuals
Subject Matter Expert managing Events, Transportation, Food & Beverage and Signage services across campus and remote environments, throughout an 18 million square foot campus
Proficient with productivity software, including Microsoft Outlook, Word, Excel, Project, and SharePoint
Proven ability to define and execute change strategies.
Previous experience with cross-functional teams to dive deep and find solutions to complex problems.
Exceptional communication skills; ability to support cross-functional teams through influence, advice, and modeled behavior versus micromanagement; excellent interpersonal skills; calm under pressure.
A track record of championing speed, flexibility and frugality in the face of rapid change and extremely heavy workload.
Proven self-starter with strong organizational skills, capacity to prioritize, sets aggressive goals and consistently delivers results.
Demonstrated ability to think strategically and successfully execute tactics.
Effective resource management and project management skills.
Critical Competencies for Success
Client Focus & Relationship Management
Ease of interaction with a wide range and wide level of client staff
Ability to manage conflict and balance between client and firm requirements
Has a customer-oriented attitude
Demonstrates proactive & professional approach to program delivery
Project Management & Organizational Skills
Excellent planning & organizational skills to prioritize work and meet tight deadlines
Proven ability to manage multiple and complex operational matters on a daily basis
Problem Solving & Strategic Thinking
Capacity to deal with ambiguity and solve complex problems effectively
Analytical, proven ability to solve problems using a quantitative approach
Proven ability to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
Strong communicator - Excellent presentation skills and possesses strong verbal & written communication skills (English); also an active listener
Passion for quality - has an eye for detail to make sure the best delivery of services
Self-motivated; confident & energetic
Ability to effectively deal with stressful situations
Flexible - able to adapt to rapidly changing situations
Strongly goal-oriented - able to focus on meeting all performance targets
Is a team player - able to cooperate and work well with others to meet targets
Proven ability to initiate and follow through with improvement initiatives
Exhibits honesty & trustworthiness
Open to new ideas & willing to challenge status
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
The Sr. Program Manager is a key point of contact for the Integrated Facilities Management (IFM) Regional Manager and client so strong communication skills, being a self-starter, and solving problems quickly are necessary for success. Comfortable operating within a matrixed organization. The Sr. Program Manager would ensure success of each item listed below by setting the vision of the team, iterating existing processes and procedures, ensuring all escalations are handled in a timely manner, and manage to the KPIs to measure success.
What this job involves
Ability to operate within a fast-paced ever innovating matrixed organization
Identify service, communication and process improvement opportunities throughout the programs
Manage a team of high performing Program Managers, to elevate overall Program performance
Provide centralized leadership of soft service delivery model and best practices to soft service professionals across the JLL IFM Account business (Matrix manager)
Develop, deliver and implement strategic plan aligning JLL IFM function to key client strategic goals.Drive and monitor progress.
Drive innovative program solutions
Lead the implementation of best practices and break through innovations
Utilizing Business Intelligence and Data Analytic tools to uncover hidden value.
Support development, implementation and delivery of training and coaching plans for program professionals
Review current service support models to ensure accuracy and reliability of delivery; with particular emphasis on consistency and partnerships.
Daily leadership of all program functions across the area, ensuring that all agreed service levels and service standards are met and complied with.
Maintain frequent contact with key business partners and stay up-to-date with their departmental requirements.
Ensure all team members are appropriately trained to deliver exceptional customer experiences.
Foster a culture of continuous improvement and innovation by leveraging Business Intelligence, introducing best practices, new tools, process re-engineering, service delivery efficiencies that enhance occupant satisfaction, wellness, safety, and productivity.
Suggest ways to make program processes and records more effective and efficient.
Regular reporting and updates to executive and program leadership, clients and colleagues, ensuring full understanding of progress, direction and expected results at all times.
Continuous evaluation and reinvention of service capabilities delivered to clients and client employees.
Ideal Experience
Min. 7 years of experience in Facilities Management role or Program Management role
Ability to manage, coach and develop a team of leadership level individuals
Subject Matter Expert managing Events, Transportation, Food & Beverage and Signage services across campus and remote environments, throughout an 18 million square foot campus
Proficient with productivity software, including Microsoft Outlook, Word, Excel, Project, and SharePoint
Proven ability to define and execute change strategies.
Previous experience with cross-functional teams to dive deep and find solutions to complex problems.
Exceptional communication skills; ability to support cross-functional teams through influence, advice, and modeled behavior versus micromanagement; excellent interpersonal skills; calm under pressure.
A track record of championing speed, flexibility and frugality in the face of rapid change and extremely heavy workload.
Proven self-starter with strong organizational skills, capacity to prioritize, sets aggressive goals and consistently delivers results.
Demonstrated ability to think strategically and successfully execute tactics.
Effective resource management and project management skills.
Critical Competencies for Success
Client Focus & Relationship Management
Ease of interaction with a wide range and wide level of client staff
Ability to manage conflict and balance between client and firm requirements
Has a customer-oriented attitude
Demonstrates proactive & professional approach to program delivery
Project Management & Organizational Skills
Excellent planning & organizational skills to prioritize work and meet tight deadlines
Proven ability to manage multiple and complex operational matters on a daily basis
Problem Solving & Strategic Thinking
Capacity to deal with ambiguity and solve complex problems effectively
Analytical, proven ability to solve problems using a quantitative approach
Proven ability to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
Strong communicator - Excellent presentation skills and possesses strong verbal & written communication skills (English); also an active listener
Passion for quality - has an eye for detail to make sure the best delivery of services
Self-motivated; confident & energetic
Ability to effectively deal with stressful situations
Flexible - able to adapt to rapidly changing situations
Strongly goal-oriented - able to focus on meeting all performance targets
Is a team player - able to cooperate and work well with others to meet targets
Proven ability to initiate and follow through with improvement initiatives
Exhibits honesty & trustworthiness
Open to new ideas & willing to challenge status
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
7+ years
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