EMEA Program and Operations Enablement Lead

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

The EMEA Program and Operations Enablement Lead is a strategic operational role responsible for driving integrated facilities management (IFM) excellence across a complex customer portfolio spanning 38+ countries and 280+ FM professionals across EMEA. This position serves as the orchestrator of seamless execution, operational excellence, and continuous improvement for all IFM platform and program delivery.

Reporting to the EMEA IFM Director, this role functions as a strategic integrator who breaks down organizational silos by connecting all teams and functions to ensure cohesive collaboration and end-to-end service delivery through a unified One JLL approach. The successful candidate will lead a centre of excellence that establishes best-in-class standards, robust reporting frameworks, and innovative operational solutions that consistently exceed contractual requirements and client expectations while advancing sustainability objectives across the portfolio.

This role combines elements of Integrated Program Manager, Regional Operations Manager, and Client Relationship Manager, requiring the ability to work effectively with JLL functional leads and client stakeholders with varying priorities and operational styles.

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Key Responsibilities

Platform Leadership & Development

• Partner with IFM Executive Leadership to define the vision and build the strategic roadmap for IFM platform development and evolution
• Lead and develop the IFM Platform team, ensuring cohesive service delivery by leveraging centres of expertise to maximize client value
• Identify and implement opportunities for process simplification, enhanced outputs, and optimized data flow across the platform
• Coordinate innovation pipeline and communication around continuous improvement initiatives, with particular emphasis on sustainability innovations and green technology adoption
• Establish and lead a peer review workstream across account service platforms, facilitating collaboration and continuous quality improvement
• Champion cross-account best practice sharing and knowledge transfer to drive operational excellence and accelerate adoption of sustainability best practices
• Oversee the introduction and integration of new functions to enhance IFM operational quality and excellence
• Provide leadership and development for direct reports including EHS Lead, Sustainability Lead, Workplace Experience Lead, and BI Manager, ensuring sustainability is embedded across all platform functions

Program Coordination & Delivery

• Coordinate IFM contribution and resource allocation for new Global Real Estate (GRE) programs, ensuring sustainability criteria are integrated from inception
• Partner with IFM teams to ensure proper adoption of all IFM and GRE programs in new locations, including sustainability initiatives and environmental performance standards
• Serve as a key resource in delivering strategic operational excellence programs, promoting a unified team culture and exceptional customer experience while driving decarbonization and circular economy principles
• Build and manage comprehensive action plans based on client feedback and strategic initiatives, incorporating sustainability targets and environmental improvement objectives
• Collaborate with JLL teams across all functions to close action items and provide regular progress reporting to clients, including sustainability milestone achievements
• Champion innovation in sustainable operations, identifying and piloting emerging technologies and practices that reduce environmental impact while improving operational efficiency
• Oversee workplace experience program delivery, working closely with the Workplace Experience Lead to design and implement programs that enhance employee engagement, wellbeing, and productivity across diverse workplace environments
• Build and manage comprehensive action plans based on client feedback and strategic initiatives, incorporating sustainability targets, environmental improvement objectives, compliance remediation activities, and workplace experience enhancement opportunities

Reporting & Analytics

• Design and implement structure for IFM operational reporting to the customer, incorporating comprehensive sustainability metrics including carbon emissions, energy consumption, waste diversion, and water usage
• Drive continuous improvement of IFM reporting capabilities and data warehousing, ensuring robust tracking of environmental KPIs and ESG performance indicators
• Coordinate relationships between IFM platforms, data analytics, and reporting functions to deliver integrated sustainability dashboards
• Develop and present benchmarking data across sites and regions, enabling efficient portfolio observation and understanding of both operational and environmental performance trends
• Deliver meaningful reporting and data insights that demonstrate measurable improvements in compliance, cost efficiency, service quality, and sustainability outcomes
• Create transparent reporting frameworks that track progress toward net-zero targets, renewable energy adoption, and other client sustainability commitments
• Document and manage potential operational risks while ensuring compliance with Master Service Agreement (MSA) obligations through regular assessment, including environmental compliance and sustainability contractual requirements

Strategic Planning & Execution

• Collaborate closely with EMEA IFM Director and Operations Director to develop and execute IFM delivery strategies aligned with contractual KPIs and sustainability targets
• Develop strategic IFM platform tools that support delivery excellence, drive first-class FM services, and enable data-driven sustainability decision-making
• Lead the formulation of strategy roadmaps by working backwards from optimal future states in platforms, programs, and reporting, with clear pathways to achieving environmental objectives
• Drive innovation in sustainable facilities management practices, exploring circular economy models, renewable energy integration, and carbon reduction strategies
• Identify and evaluate emerging sustainability technologies and solutions that can be scaled across the portfolio to deliver environmental and operational benefits

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Required Qualifications

Education & Experience

• Bachelor's degree in Business Administration, Operations Management, Facilities Management, Sustainability, or related field; Master's degree preferred
• 10+ years of progressive experience in facilities management, operations management, or integrated program management
• 5+ years of leadership experience managing cross-functional teams in a matrix organization
• Proven experience managing large-scale, geographically distributed operations across EMEA or similar multi-country regions
• Demonstrated success in developing and implementing operational excellence frameworks, continuous improvement programs, and sustainability initiatives
• Track record of delivering measurable environmental improvements alongside operational excellence

Technical Skills & Knowledge

• Deep understanding of integrated facilities management principles, practices, and industry best practices
• Strong knowledge of sustainability frameworks, ESG reporting standards, and environmental management systems (ISO 14001, LEED, BREEAM, etc.)
• Understanding of decarbonization strategies, renewable energy systems, and carbon accounting methodologies
• Strong proficiency in data analytics, business intelligence tools, and reporting platforms with experience in sustainability data management
• Experience with operational risk management and compliance frameworks
• Knowledge of sustainability, health and safety, and workplace experience management principles
• Familiarity with circular economy principles and sustainable procurement practices
• Proficiency with project management methodologies and tools
• Advanced skills in Microsoft Office Suite, with particular emphasis on Excel and PowerPoint

Core Competencies

• Strategic Thinking: Ability to develop long-term vision while managing day-to-day operational execution, with foresight to anticipate sustainability trends and regulatory changes
• Integration & Collaboration: Exceptional skill in breaking down silos and facilitating seamless cross-functional collaboration, particularly in integrating sustainability across operational teams
• Stakeholder Management: Proven ability to build strong relationships with senior leadership, functional leads, and client stakeholders with diverse priorities including sustainability objectives
• Analytical Rigor: Strong capability in data analysis, insight generation, and evidence-based decision making, particularly regarding environmental performance metrics
• Change Leadership: Demonstrated success in driving organizational change, continuous improvement initiatives, and sustainability transformation
• Innovation Mindset: Passionate about exploring and implementing innovative solutions that deliver operational and environmental benefits
• Communication Excellence: Outstanding written and verbal communication skills with ability to present complex information clearly to diverse audiences, including sustainability performance narratives
• Problem Solving: Innovative approach to identifying and resolving operational challenges while identifying opportunities for environmental improvement
• Results Orientation: Track record of delivering measurable improvements in operational performance, client satisfaction, and sustainability outcomes

Additional Requirements

• Willingness to travel regularly across EMEA region (approximately 30-40%)
• Fluency in English required; additional European languages highly advantageous
• Ability to work effectively across multiple time zones and cultural contexts

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What We Offer

• Opportunity to lead transformative initiatives across a complex, multi-country operation
• Leadership role with direct reports and significant strategic influence
• Ability to drive meaningful sustainability impact across a substantial portfolio
• Collaborative, innovative work environment within a global industry leader committed to environmental leadership
• Professional development and career growth opportunities
• Competitive compensation package including benefits

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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!

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.

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 102,000 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.