Workspace Delivery Manager

Job Description

Jones Lang LaSalle Property Consultants (India) Pvt. Ltd. (JLL) is seeking a Workspace Delivery Manager for our Work Dynamics (Integrated Facilities Management) team. This proactive and detail-oriented role is critical for ensuring Workspace services are delivered consistently and safely, enabling exceptional Occupant and Guest Experiences every time. The manager will lead a team, oversee vendor partners, and align service delivery with the Workspace Experience team to foster customer delight and agile service provision. What this job involves Overall Role Oversee day-to-day service delivery by the Workspace team and vendor partners, ensuring compliance to SOPs and SLAs. Maintain alignment with the Workspace Experience team to ensure service delivery creates Customer Delight with agility. Lead the team to deliver expected standards, maintain clean & hygienic workspaces, seamless Guest Relations (GRE) services, and engagement with other service partners (Security, Dining, Landlords). Major Responsibilities Transforming to the Workspace Team of the Future Participate in ad-hoc projects. Deliver the best level of service through obsessive attention to detail. Ensure resets to agreed format, owning Clear Deck policy and associated reporting. Conduct proactive checks, reviewing ping reports, including after business hours, for refreshed workspaces. Ensure a highly proactive, responsive, dynamic, and agile team. Manage planned, predictive, and corrective works of building systems, including power down planning and execution. Conduct quality assurance and monitor outsourced critical works vendors. Review maintenance/service practices of M&E contractors for quality, aligning with manufacturer recommendations and processes. Manage engineering regulatory compliance and adherence to client-stipulated Engineering Playbooks. Support incident management, including 24/7 on-call availability for corporate real estate buildings. Support installation, commissioning, and programming of new office spaces. Submit technical reports for portfolio objectives and performance. Govern as-built drawings and OEM information. Produce and manage MOPS/SOPS/EOPS. Manage lifecycle asset management and UPS component replacement. Support engineering standardization across Asia Pacific. Lead in-city technical training delivery. Develop and implement innovation programs to reduce utility costs, increase productivity, and achieve cost savings. Identify energy-saving initiatives and ensure their implementation and validation. Review all maintenance reports to ensure appropriate conduct and actioning of performance issues. Client/Stakeholder Management (in support of the Workspace Lead) Proactively develop and manage client relationships to achieve expected service levels. Comply with all Client contract requirements and meet or exceed Key Performance Indicators. Deliver exceptional quality of service as reflected by Client feedback. Actively recover feedback from end-users. Leadership / Staff Management Actively encourage an environment that supports teamwork, co-operation, performance excellence, and personal success. Proactively manage the team to deliver Delight. Develop the team through performance assessments and training, managing workload, and developing succession plans. Operations Management Deliver functional operational control for excellence. Implement service tasks, procedures, and policies, and measure performance. Review and spot-check suppliers/service providers performance against contractual obligations. Understand operational & technical requirements of the site and maintain necessary contracts. Provide comprehensive Workspace management for office premises. Implement and manage the change control process. Resolve user complaints and concerns with solutions and follow up. Resolve problems or improve operations. Prepare risk assessments for self-delivery. Assist with critical out-of-hours issues and participate in emergency responses. Report building incidents following escalation channels with measures and solutions. Monitor and manage staff performance based on Individual Performance Management criteria. Coordinate, manage, and oversee vendors for Workspace-related services. Ensure service deliverables meet SLAs and KPIs. Work with all related parties for timely delivery of services. Ensure up-to-date information on Clients Property Services SharePoint. Raise risks to Workspace Experience Site Lead for further investigation when necessary. Implement continuous improvement initiatives. Maintain a cost-saving mindset that drives value. Manage budgets and ensure cost-effectiveness. Collect, analyze, and report statistical data for management objectives. Desired Skills and Experience Ideal Experience 8+ years of experience in hospitality/facility management. Bachelor's degree in Mechanical, Electrical, Facilities Management, Hotel Management, or Hospitality Management is beneficial. Minimum of 5 years of relevant engineering management experience. Experience in CRAC, UPS, Chiller plant, or Data Centre operations. Technical Knowledge Knowledge of Occupational Safety requirements. Strong PC literacy and ability to manage daily activities using various systems (BMS, other computerized control/monitoring systems). Thorough understanding of building services design and engineering management. Knowledge of HVAC, Fire Protection System, Electrical system, and BMS system. Holder of REW A0 is preferable. Diploma in an Engineering discipline. Critical Competencies Client Focus & Relationship Management : Proactive and professional approach to customer service, natural hospitality-oriented communication, ability to interact with all client staff levels, managing conflict, customer service oriented. People Management and Team Leadership : Ability to lead effectively, train well, and promote open, constructive, and collaborative relationships. Program Management & Organizational Skills : Excellent planning & organizational skills, proven ability to manage multiple complex operational matters. Problem Solving & Strategic Thinking : Capacity to deal with ambiguity, solve complex problems effectively, analytical, and ability to employ holistic approaches for long-term solutions. Other Personal Characteristics Detail-focused and proactive. Self-motivated. Exhibits honesty & trustworthiness. Open to new ideas & willing to challenge the status quo. Works well with diverse teams from various countries/cultures. High energy, flourishes in fast-paced, dynamic environments. Customer centricity. Comfortable working in a challenging environment as part of a team and managing incidents/service failures. Key Stakeholders: Management Staff, Client Representatives, Client Occupants / End-users, Vendor Staff.