FM Lead - GCC

JLL; United Arab Emirates; On-site; AED 600,000 - 1,000,000; Full time

Job summary

JLL is seeking a seasoned Facilities Management leader to oversee the GCC portfolio with primary focus on UAE operations. You will lead a cross-functional team delivering high-end service, maintain executive-level relationships, and ensure financial and operational performance aligned with contractual obligations.

The role requires strong leadership, governance, and a proactive approach to ESG, safety, and risk management across multiple sites in the UAE.

Qualifications

• Proven leadership of teams delivering services at pace.
• Extensive client relationship management at senior executive level.
• Experience in high-end corporate real estate, ideally in financial services.
• Demonstrated ability to improve customer experience through stakeholder collaboration.
• Strong financial analysis skills and accountability for business outcomes.

Responsibilities

• Build and maintain relationships with senior executives and stakeholders across the GCC, focusing on UAE operations.
• Drive service delivery excellence and continuous improvement across delivery and operations teams.
• Oversee onboarding/offboarding of contractors and ensure compliance with local labor laws and safety requirements.
• Manage end-to-end procurement, P&L, budgets, and reporting, ensuring timely payments and cost control.
• Lead ESG initiatives, energy conservation, and sustainability programs for the portfolio.
• Direct HR activities including performance management, succession planning, and team development.
• Ensure risk, safety, compliance, and crisis management policies are followed across sites.

Skills

Leadership

Client relationship mgmt

P&L management

Vendor management

MSAs & SLAs

Job description

Job Description

Key Responsibilities

• Build and maintain meaningful relationships with senior executives and key stakeholders within the client's organization, including COO and Country/Operational leadership throughout the GCC, with primary focus on UAE operations
• Proactively communicate JLL's vision and work with client Executive Leadership to understand changing business needs and support their ambitions in their future of work journey
• Act as the primary point of contact and lead for client relationship management across the GCC portfolio, particularly within the UAE
• Gain respect of senior leaders within the client organization through strong presentation, interaction, and written & verbal communication skills
• Ensure all key stakeholders within JLL and the client's organization are fully informed about operational updates, processes, and account-wide objectives
• Work with business stakeholders to ensure a "community feel" is present and visible across all buildings
• Work closely and collaboratively with client strategic partners also supporting the real estate strategy.
  

Service Delivery Excellence

• Comply with all contract requirements and meet or exceed Key Performance Indicators (KPIs) and Service KPIs (SKPIs) as defined in the Master Services Agreement (MSA)
• Drive a service excellence culture within delivery and operational management teams, creating an environment that drives continuous improvement and innovation
• Ensure an exceptional and memorable service is provided to the client's employees and guests across all touchpoints
• Challenge the status quo and be prepared to change processes and procedures to improve building and facilities management
• Ensure processes and procedures (client or JLL-owned) are monitored and updated as per the MSA
• Work in conjunction with the Regional Account Director to develop strategic business plans for service delivery and be responsible for executing those plans
• Ensure integrity of data within various management systems, including Management Information (MI) and maintenance of system drawings, escalating issues as appropriate
• Ensure all contractual and ad-hoc reports are delivered on time and to the required standard
• Drive proactive management through improved speed to execute, hitting planned and reactive SLAs, and increasing customer satisfaction scores
  

Operational Management

• Ensure contractors and their staff are properly onboarded/offboarded and inducted, with all permitting and working requirements adhered to in compliance with local regulations, particularly UAE labor and safety laws
• Ensure contractor staff meet the standards and expectations of both the client and JLL at all times
• Monitor Planned Preventive Maintenance (PPM) plans in conjunction with local laws, regulations, and standards.
• Ensure minor repairs and works are supervised appropriately and services delivered on time, safely, and within budget
• Participate in planned or unplanned power shutdowns and support engineering teams as required
• Participate in planned or unplanned building evacuations, ensure Business Continuity Plans (BCP) are current and enacted, and act as Fire Safety Manager as required
• Ensure all safety procedures, including Crisis Management and Emergency Procedures, are maintained at all times
• Support Moves, Adds and Changes (MAC) teams to ensure space planning and churn activities are undertaken per MSA and client demand
• Ensure space data changes are reflected in a timely manner and reported per client and JLL reporting procedures
• Conduct audits and inspections in line with JLL business management systems and standard processes, ensuring the actions database is regularly updated
  

Financial Management

• Responsible for the end to end procure to pay process.
• Be responsible for the P&L and overall performance delivery across the GCC portfolio, with primary focus on UAE operations, managing agreed financial targets including revenue, expenses, debtor and savings targets
• Keep operations within approved budgets, including raising all relevant Change Requests as needed
• Be responsible for delivery and expenditure of the supply chain and accountable for quality of services delivered by all vendors
• Participate in setting budgets for service delivery and ensure compliance to those budgets throughout the fiscal year
• Participate in regular reforecasting activities and provide accurate financial projections
• Manage financial approvals, ensuring ownership of budgets and responsible management of spend, including planned and rechargeable elements
• Ensure all financial reports are accurate and timely as per agreed timelines set out in the agreement
• Ensure costs are managed within appropriate budgets and variances are explained and mitigated
• Ensure all client billing is completed per required timelines and follow up on outstanding amounts to ensure collection within contract terms
• Ensure the supply chain is paid as per payment terms within individual agreements to maintain strong vendor relationships
  

Sustainability & ESG Leadership

• Support ESG teams to ensure Energy Conservation Measures (ECM) are identified and contribute to the client's sustainability goals including Carbon Net Zero (CNZ) commitments
• Own and deliver Energy & Sustainability programmes across the portfolio, including energy reduction initiatives and monitoring consumption
• Work with ESG teams to raise awareness and ensure optimum recycling and waste management practices for all sites
• Put ESG at the heart of all decision-making and operational activities, embedding sustainability into the service delivery culture
  

Human Resource Management & Team Leadership

• Lead, develop and foster a proactive and motivated FM, Colleague Experience, and Guest Services team, supporting them in day-to-day operations, service delivery, and career development pathways
• Drive and foster a proactive, motivated, and energized team culture that delivers exceptional results and continuous improvement
• Be responsible for team structure and manage any recruitment or performance management issues in line with JLL processes, procedures, and local labor laws
• Provide support for succession planning to direct reports and identify high-potential talent within the team
• Actively encourage an environment that supports openness, teamwork, collaboration, performance excellence, and personal success
• Create a culture that promotes Diversity and Inclusion within the team, ensuring all team members feel valued and heard
• Develop teams through performance assessments and training programs, recognizing individual efforts and utilizing reward systems effectively
• Manage staff workload through correct resourcing and develop succession plans for key team members and on-site vendors
• Work closely with the Transformation Lead to deliver change programs, including management of people and culture change, resetting skillsets and competencies
  

Risk Management & Compliance

• Drive a risk-conscious culture within the team and ensure all works meet local, client and JLL standards for risk identification and mitigation
• Ensure compliance with all Health, Safety, Environment and Risk Management policies and procedures across all sites
• Ensure compliance with all Ethics-related policies and procedures within the team and with all vendors
• Ensure all incidents are reported per client and JLL internal reporting procedures in a timely and accurate manner
• Ensure a suitable emergency escalation process is in place and that Emergency Call-Out & Rectification Services are conducted swiftly and efficiently
• Ensure communications regarding incidents and emergencies are escalated appropriately both within JLL and the client organization
• Be Safe Aware - ensure audits and inspections are carried in line with JLL business management systems and ensure the actions database is updated regularly

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Essential Experience

• Proven track record of leading teams within a fast-paced service delivery environment, with demonstrated acumen to manage performance of delivery teams
• Extensive experience in client relationship management at senior executive level, with ability to influence and build trust
• Experience in high-end service environments, ideally within corporate real estate in financial service sectors
• Demonstrated experience identifying and improving customer experience through collaboration with key stakeholders
• Strong experience managing P&L and budgets through financial analysis skills, with accountability for business outcomes
• Knowledge of vendor management for specialized services and ability to build effective supply chain partnerships
• Proven capacity to understand and interpret commercial contracts, including MSAs and SLAs