Global I&O Service Operations Lead

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Job description

About JLL -

We're JLL-a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table!

The Role

* Functioning as a direct report to the Head of Global l&O, the Global I&O Services Operations Lead will be pivotal in the wider engagement, restructuring and development of the newly formed JLL global I&O organisation.
* The role will require line management of employees across JLL

The Services Operations lead will:

* Act as key liaison across all delivery towers, including JLL/T business units and outside vendors enabling navigation of towers, service interlocks and consumptions of I&O services
* Drive Continuous Service Improvement across IBM Service Towers and other service providers
* Continued Maintenance of the IT Operational suite of reporting and metric packs in relation to IBM services for I&O
* Develop a knowledge and comprehension of the Technology strategy and road map to ensure the services delivered align to the growth of the overall offering.
* Participate in regular I&O Tower service reviews and help to maximize the positive impact the engagement can have on the organization.
* Collaborate with all JLL/T towers and business units to drive value and identify opportunities for efficiencies across the engagement and help with consumption of the service.
* Listen to issues with engagement and co-ordinate/implement mitigating actions
* Interlocks with Problem Management assisting with root cause management and ultimate resolution where appropriate

Relationship Management

* By partnering with other CI&A leads you will seek to continuously improve the service provided by JLL I&O outsource partners.
* You will manage the relationship between the CI&A I&O function and key business stakeholders (JLLT Country/Functional/Business leads) to ensure that the function is meeting business requirements.
* You will work with other JLL/T functions to manage and enhance I&O processes within JLL

Responsibilities

Vendor and Relationship Management

* Monitor that key JLL outsource partners meet their contractual service level obligations and KPI's as agreed with JLL.
* Work with peers to ensure key stakeholders within I&O functions meet their operational level obligations and KPI's as agreed with the JLL/T and Business
* Represent JLL during periodic operational and service reviews with all major outsource partners as per contractual agreements
* Be part of periodic service reviews with key JLL business stakeholders.

Process and Controls

* Oversee/Drive the production of periodic service reports based on metrics, KPI's and SLA's as per JLL management requirements.
* Continuous development and maintenance of key reports/metrics and performance indicators to measure service levels within the I&O estate.
* Work with I&O Tower leads to oversee the maintenance and development of the IT Service Catalogue.
* Foster and facilitate communication and collaboration with various individuals & departments across the organization.
* Drive JLL/T Values across the organization and SO partners.

Staff Leadership

* Day to day staff management providing mentoring and guidance when required.
* Conduct staff appraisals for all direct reports.
* Promote staff development by creating development and training plans.
* Ensure Operations team is adequately staffed to cater for staff absence.
* Assist staff members to achieve their careers goals within JLLT
* Create a "promote from within" culture.

I&O Service Strategy and Improvement

* Act as a conduit in assisting with the delivery JLLT Service Operating strategy to align with overall business strategies.
* Maintain service excellence to maximize service operations within the JLL wide I&0 support teams.
* Assist with the communication and Stakeholder engagement where necessary in the smooth Implementation of new projects, systems and services.
* Oversee continual service improvement plans to develop and enhance existing processes and service performance.

The Individual

* Excellent Personal, Interpersonal skills, relationship management and team player; able to quickly settle into the role.
* Excellent communicator and presenter who can deliver well structured, concise and accurate documents, reports and proposals.
* A strategic thinker, capable of thinking longer term without losing sight of pressing operational issues and demands.

Qualifications and Skills

Experience

* Extensive experience (10 years +) in an operations/service management role. (Essential)
* Good understanding of IT technology concepts (Essential)
* Strong understanding of ITIL and Process development (Essential).
* Experienced at working in the corporate sector (Essential)
* Experienced in managing a wide range of vendor suppliers at a tier 1 company. (Essential)
* Experienced at working in multi-vendor (internal and external) environments. (Essential)
* Experienced in assessing business benefits, costs and risks. (Essential)
* Appreciation and experience of working within large technical business transformation projects (Essential)
* Experienced at implementing new and innovative processes (Essential)
* A good understanding of service management tools -ServiceNow (Essential)

Abilities - Soft Skills

* Superior Written and oral communication skills. (Essential)
* Strong leadership and team building skills. (Essential)
* Experience in facilitating change, including collaboration with management stakeholders (Essential)
* Appreciative of various local cultures and awareness of sensitive and attitudes (Essential)
* A strategic thinker, capable of thinking longer term without losing sight of pressing operational issues and demands. (Essential)
* Strong affinity with IT concepts and technologies. (Essential)
* A resolver who completes tasks comprehensively. (Essential)
* Exceptional analytical, conceptual, and problem-solving abilities. (Essential)
* Excellent technical operations and technical support documentation skills. (Essential)
* Strong interpersonal, negotiation and consultative skills. (Essential)
* Affable, credible and can communicate effectively with clients and colleagues, including formal presentations. (Essential)
* Ability to present ideas in user-friendly language. (Essential)
* Ability to effectively prioritize and execute tasks in a high-pressure environment. (Essential)
* Team player with experience working in a team-oriented, collaborative environment. (Essential)
* Quality focused and highly flexible. (Essential)
* Multi-Lingual - Mandarin/Cantonese/Hindi (Desirable)

Qualifications

* Preferably educated to degree level. (Desirable)
* ITIL and/or SIX Sigma accreditation (Desirable)

What you can expect from us

We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.

Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.

We can't wait to see where your ambitions take you at JLL. Apply today!

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy here.
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