Transforming to the Workplace Team of the future

• Resolve technical problem in a timely manner to enhance Occupant Experience
• Escalate technical issues where required
• Commitment to deliver the best level of service every time through attention detail
• Identify opportunities to improve technical service delivery to benefit the workplace
• Trusted partner to deliver all GRE requirements aligned to GRE OE codes
• Strive for Continuous Improvement implementation
• Manage the Technicians and Engineers proactively
• Assisting with the preparations of strategic plans, budgets, and client reports, including financial reconciliation for service contract accounts
• Functional operational control to deliver excellence every time
• Understand the operational & technical requirements of the site and ensure that current contracts are maintained to provide necessary supplies and services
• Implement and manage the change control process
• Be able to resolve problems and improve operations

Client/Stakeholder Management (in support of the Technical Services Lead)

• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback
• Communicate effectively with Clients and vendors at the ground level to create customer delight
• Work with all related parties on timely delivery of all services

Leadership / Staff Management/ Team Participation

• Actively encourage an environment that supports teamwork, co-operation, service and performance excellence and personal success

Operations Management

• Manage, review and execute all Engineering/Technical Service contracts, including inspections and quality management of service delivery
• Develop and implement building procedures and effective measures to ensure simplification and accuracy of work methods and reliability of systems implementation of SOP/EOP and training programme for staff
• Ensuring an adequate supply of materials and service for the proper operation of the buildings and enter into supply and service contracts as approved by the client
• Preparation of tender documentation, evaluation of tenders and preparation of contracts as defined by the main agreement
• Ensure the implementation and management of Risk & Safety work practices to mitigate the risk of services interruption to client’s operation
• Co-ordinate with Building Managers & the Business Units on Project issues
• Develop and implement innovative programmes and processes that reduce the utility costs, increase productivity and increase the savings
• Co-ordinate with Building operation teams in setting up and sustaining the best maintenance standards and practices
• Manage a programme of inspections for the property on Energy conservation, Maintenance practices, Utility management and Risk management procedures
• Implement and oversee the pre-emptive maintenance programme to reduce the risk of sudden failures of critical equipment
• Conduct regular audits on process to ensure the procedures are being followed and adhered with by the FM staff
• Contribute to the Monthly Management Report
• To provide the coaching/mentoring for subordinates and guide them to develop their own development plans and to review and to measure their performance regularly
• Ensure all safety procedures, including Crisis Management/ Business Continuity and Emergency Procedures are maintained at all times
• Ensure all works are compliance with statutory regulations on fire, health and safety standards
• Ensure that service delivery teams and on-site contractors undergo a Health and Safety Induction prior to deployment
• Prepare thought through risk assessments for self-delivery
• Respond to critical out-of-hours issues & participate as a key team member in responses to emergency situations
• Coordinate, manage and oversee vendors to perform a wide range of workplace-related services
• Ensure service deliverables meet SLAs and KPIs
• When necessary raise risks to Workplace Experience City Lead for further investigation
• Cost saving mind-set that drives value for service as every level
• Conduct data analysis report when necessary
• Escalate reoccurring problem and possible solutions to Engineering and Workplace team
• Located on site at the clients offices
• Mobile as required to cover multiple sites
• Managing all technical service contracts, including inspections and quality management of service delivery
• Implementing building procedures and performance measures to ensure simplification and accuracy of work methods and reliability of systems
• Ensuring an adequate supply of materials and service for the proper operation of the buildings and enter into supply and service contracts as approved by the client
• Share best practices and new ideas to further support the Workplace Experience Team
• Assisting with the preparations of strategic plans, budgets, and client reports, including financial reconciliation for service contract accounts
• Ensure the implementation and management of Risk & Safety work practices to mitigate the risk of services interruption to client’s operation

• Coordinate with Building Managers & the Business Units on Project issues
• Coordinate with Building Operation teams in setting up and sustaining the best maintenance standards and practices
• Deliver a programme of inspections for the property on Energy conservation, Maintenance practices, Utility management and Risk management procedures
• Deliver /oversee the pre-emptive maintenance programme to reduce the risk of sudden failures of critical equipment
• Follow the SOP/EOP and training programme for staff
• Participate in regular audits on process to ensure the procedures are being followed and adhered with by the FM staff
• Adhere to all safety procedures, including Crisis Management/ Business Continuity and Emergency Procedures are maintained at all times
• Ensure all works are compliance with statutory regulations on fire, health and safety standards
• Ensure that service delivery teams and on-site contractors undergo a Health and Safety Induction prior to deployment

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience

• Excellent verbal and written communication skills
• Fluent in English (verbal) and Cantonese
• Knowledge of Occupational Safety requirements
• Strong PC literacy and able to manage daily activities using various systems, such as BMS, and other computerized control/monitoring system
• Ability to effectively communicate and interact with all levels of people
• Holder of Higher Cert/Higher Diploma/Degree or above in Building, Mechanical, Electrical or Facilities Management with minimum 5 years experience in related discipline
• Knowledge of HVAC, Fire Protection System, Electrical system and BMS system. Has experience in CRAC, UPS, Chiller plant or Data Centre operations is required
• Knowledge of Occupational Safety requirements
• Strong PC literacy and able to manage daily activities using various systems, such as BMS, and other computerized control/monitoring system
• 5.5 working days per week

Critical Competencies for Success (with corresponding ‘I am JLL behaviours’)
Client Focus & Relationship Management – ‘I Value my Customers’

• Demonstrates proactive & professional approach to customer service and stakeholder engagement
• Has a natural hospitality-orientated communications acumen
• Ability to interact with a wide range of client staff, including senior levels
• Ability to manage conflict and balance between client and firm requirements
• Has a customer service oriented attitude

People Management and Team Leadership – ‘I am a Team Player’

• Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

Program Management & Organizational Skills – ‘I am Proactive’

• 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 – ‘I am Innovative’

• 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

• Detail focused and proactive in nature
• Self-motivated
• Exhibits honesty & trustworthiness
• Open to new ideas & willing to challenge status quo
• Works well with diverse teams from various countries/cultures

KEY STAKEHOLDERS
Management Staff
Client Representatives
Client Occupants / End-users
Vendor Staff

DIRECT REPORTS
On-Site Multi Skilled Technicians

INDIRECT REPORTS
TBC
REPORTING TO
Directly Reporting to Technical Services Lead
Matrix Reporting to City Lead