Operations Program Lead PgMO - JLL : Job Details

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Purpose Of The Position

Lead the integration of IFM programs in Latin America, optimizing and aligning key programs. The role focuses on ensuring programmatic excellence, methodological consistency, and contractual compliance, while positively influencing scorecard results and overall client satisfaction. This position is responsible for creating a cohesive and data-driven approach that maximizes synergies between programs, fulfills contractual obligations, and adds value to the local IFM operation.

Objectives Of The Position

Lead and oversee the following strategic programs and their respective Program Managers:

• Sustainability and Security
• Accessibility
• Life Cycle Renewal
• Employee Experience
• Occupancy Planning
• Reliability Maintenance
• Integration and Program Methodology

Alignment Of Training And Governance

• Establish and maintain liaison with the Governance Program Team
• Coordinate effectively between different Program Managers to ensure alignment with Microsoft's strategic objectives.
• Ensure regular contact between programs and respective Subject Matter Experts (SMEs)
• Manage budgets, resources, and timelines for multiple programs simultaneously.

Contractual Compliance And KPIs

• Develop, implement, and monitor KPIs aligned with SOW requirements and program objectives
• Report regularly to senior management on the status, progress, and challenges of the programs.

Program Documentation

• Maintain an updated inventory of regional program documentation

RACI Implementation

• Ensure and maintain standardized RACIs for all programs to obtain a clear delineation of roles and responsibilities across the organization

Continuous Improvement And Communication

• Identify opportunities for improvement, efficiency, and synergy between different programs.
• Serve as the main point of contact for communication with key Microsoft stakeholders.
• Implement program management methodologies and best practices specific to the IFM sector.

Principal Responsibilities

Strategic Program Management

• Coordinate IFM programs across Latin America
• Develop and implement strategic plans for program integration and optimization
• Align regional IFM programs with global initiatives and client objectives

Quality Assurance And Performance

• Establish and monitor Key Performance Indicators (KPIs) for IFM programs
• Contribute to the fulfillment of contractual obligations and service level agreements
• Implement continuous improvement initiatives to enhance program effectiveness

Financial Management

• Contribute to identifying and implementing cost optimization strategies

Stakeholder Management

• Build and maintain strong relationships with IFM program managers and leadership teams
• Collaborate with cross-functional teams to ensure integrated service delivery

Leadership And Team Development

• Lead assigned IFM program professionals across the region
• Foster a culture of excellence, collaboration, and continuous learning
• Ensure adequate training and development of team members

Reports And Analytics

• Provide regular reports on program performance
• Utilize data analytics to drive decision-making and identify improvement opportunities
• Develop and maintain dashboards for real-time performance monitoring

Key Performance Indicators

Program Integration And Alignment

Degree of integration between IFM programs

Alignment of regional programs with global strategies and client objectives

Client Satisfaction

Overall client satisfaction scores

Operational Efficiency

Improvement in process/program efficiency metrics

Team Performance And Development

Managers' engagement scores with PgMO

Team training completion rate and program documentation

Stakeholder Management

Managers' feedback scores

Timeliness and accuracy of reports

Utilization of data analytics in decision-making

Technical Requirements

Solid technical knowledge in hard services for Integrated Facility Management

Deep understanding of construction and maintenance standards and regulations in Latin America

Technical knowledge in accessibility and inclusive design practices

Experience with maintenance management systems

Advanced proficiency in data analysis tools and program management

Qualifications And Experience

Bachelor's degree in business administration, industrial engineering, or a related field

Minimum 7 years of experience in facilities management, with at least 4 years in a senior leadership role managing complex, multi-site portfolios

Competence in integrating and optimizing multiple IFM programs with strong experience in performance metrics, scorecard management, and data analysis

Fluency in English and Spanish; Portuguese is desirable.

Skills And Competencies

Cultural sensitivity to work with people across multiple countries

Excellent organizational and time management skills

Strong written and verbal communication skills

Excellent strategic thinking and problem-solving skills

Ability to translate complex data into actionable insights

Drive to solve problems, take initiatives, and exceed goals

Capacity to work independently and as part of a team

Ability to multitask, work successfully under pressure, and prioritize effectively

Desire to work in a diverse, collaborative, and dynamic professional environment

Outstanding leadership skills with the ability to influence and align diverse teams

Demonstrated ability to think systematically and create integrated solutions across multiple service lines and programs

Location: Remote San Jose, CRI

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!