IFM Operations Support Manager

JLL empowers you to shape a brighter way .   Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.    Position Overview The IFM (Integrated Facility Management) Operations Support Manager provides strategic and operational support to facility management operations, ensuring seamless service delivery, continuous improvement, and client satisfaction across integrated facilities portfolios. This role serves as a critical liaison between operations teams, clients, and service partners while driving performance excellence and operational efficiency. Key Responsibilities: Operational Excellence Oversee day-to-day operational support activities across multiple facility management contracts, ensuring compliance with service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations. Implement standardized processes and best practices to drive consistency and quality across all managed facilities. Performance Management Monitor and analyze operational metrics, generate performance reports, and identify opportunities for service improvement. Develop corrective action plans when performance gaps are identified and track remediation efforts to completion. Client Relationship Management Serve as a key point of contact for client inquiries and escalations. Build strong working relationships with client stakeholders, conduct regular business reviews, and ensure client expectations are consistently met or exceeded. Team Leadership and Development Provide guidance, mentorship, and support to operations teams and site-based facility managers. Facilitate knowledge sharing, conduct training sessions, and promote a culture of continuous learning and professional development. Contract and Vendor Management Support contract administration activities including vendor performance monitoring, invoice reconciliation, and compliance verification. Collaborate with procurement teams to optimize vendor relationships and ensure value delivery. Systems and Technology Utilize Computerized Maintenance Management Systems (CMMS) and other technology platforms to track work orders, manage assets, and generate operational insights. Drive digital transformation initiatives to enhance operational efficiency. Required Qualifications: Education: Bachelor's degree in Facilities Management, Business Administration, Engineering, or related field preferred Experience: Minimum 5-7 years in facility management operations, with at least 2-3 years in a supervisory or management capacity within an integrated facilities environment Technical Skills: Proficiency with CMMS platforms (Corrigo) and other facility management software platforms Basic working knowledge of building systems (HVAC, electrical, plumbing, life safety) Advanced Microsoft Office (Excel, PowerPoint, Word, SharePoint) & Google Suite (Sheets, Docs, Slides, Drive) skills Basic understanding of maintenance management principles and preventive maintenance programs Core Competencies: Excellent organizational and project management abilities Strong analytical skills with attention to detail Exceptional communication skills, both written and verbal Proven ability to manage multiple priorities in fast-paced environments Client-focused mindset with strong relationship-building capabilities Problem-solving orientation with ability to make sound decisions under pressure Certifications (Preferred): Certified Facility Manager (CFM) Facility Management Professional (FMP) Project Management Professional (PMP) LEED certification or sustainability credentials Reporting Structure Reports to: IFM Operations Director Direct Reports: Contact Center Supervisor, Facility Coordinators, or other Administrative Support Staff. This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship. Estimated compensation for this position: 93,000.00 – 135,000.00 USD per year This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations. Location: On-site –Richmond, VA If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! Personalized benefits that support personal well-being and growth: JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include: 401(k) plan with matching company contributions Comprehensive Medical, Dental & Vision Care Paid parental leave at 100% of salary  Paid Time Off and Company Holidays Early access to earned wages through Daily Pay At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing. JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management service