Senior Workspace Experience & Operations Manager

JLL; City of Parramatta; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Employee discounts

Maternity leave 18 weeks

Health insurance discounts

Social club

Employee assistance program

Novated lease EV cars

Career opportunities

Premium offices

Job summary

JLL is seeking a Senior Workspace Experience & Operations Manager to lead day-to-day onsite operations across two commercial offices in Parramatta. The role focuses on safe, compliant operations, vendor performance, and service delivery with governance over regional sites and retail branches.

The position requires a hands-on approach, strong stakeholder management, and the ability to deputise for the WE&O Lead, ANZ as required to ensure continuity of leadership.

Qualifications

• 5+ years of experience in integrated facilities management, workplace services, or property management, in leadership roles.

Responsibilities

• Act as the primary operational contact for day-to-day Workspace Experience & Operations matters and escalate as needed.
• Lead regular operational reviews with site stakeholders and vendors to track actions to completion.
• Support budget planning, tracking spend, and governance across two commercial office locations.
• Ensure compliance with WHS, environmental, and operational procedures and client requirements.
• Drive continuous improvement, risk management, and performance reporting across the portfolio.

Job description

Senior Workspace Experience & Operations Manager

Shaping the future of real estate for a better world

At JLL, we see a Brighter Wayforward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.

We bring to life a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working. We approach our work in a warmer, more optimistic, and inclusive way.

JLL is a global leader in helping clients envision where people will live, work, play, shop, and eat.

What this opportunity involves:

The Senior WE&O Manager is the operational 2IC for the Australian portfolio, owning day-to-day onsite operations and service delivery across two commercial office locations, and providing operational oversight, governance, and performance management for service delivery across regional offices and retail branches. The role is hands-on and site-led, focused on safe and compliant operations, engineering coordination, vendor performance, and service recovery, and deputises for the WE&O Lead, ANZ as required to ensure continuity of operational leadership.

Key Responsibilities include:

Stakeholder Management

Build effective working relationships with site stakeholders throughout the portfolio to understand operational priorities, service issues, and local requirements.

Act as the primary operational point of contact for day-to-day Workspace Experience & Operations matters, ensuring proactive communication and effective escalation management.

Support the WE&O Lead with reporting on operational performance, risks, initiatives, and outcomes, providing clear insights and recommendations to client leadership.

Partner with site stakeholders, delivery partners, and other service lines to deliver an integrated one-team approach.

Lead regular operational reviews with site stakeholders and vendors, ensuring actions are tracked through to completion.

Support client satisfaction through proactive engagement, issue resolution, service recovery, and continuous improvement initiatives.

Budget Management

Support budget planning by providing site inputs, tracking spend and maintaining cost control across the portfolio.

Manage vendor performance to ensure value for money, SLA compliance, and delivery quality; support commercial discussions as required.

Support efficiency initiatives and cost management strategies without compromising service delivery, client satisfaction, or safety standards.

Support procurement processes and ensure governance and compliance across all financial activities.

Operational Delivery & Service Excellence

Be accountable for day-to-day service delivery outcomes at two commercial office locations and provide operational oversight and governance for service delivery at regional office locations and retail branches.

Ensure all operational requirements are delivered in accordance with clients scope of work, JLL standards, and local statutory obligations.

Review operational dashboards and service performance, working with site teams and vendors to ensure timely completion, quality outcomes, and continuous improvement.

Ensure compliance with WHS, engineering, environmental, and operational procedures and controls.

Maintain Standard Operating Procedures to support consistent delivery across commercial, regional, and branch sites.

Respond to critical incidents and escalations, ensuring safe outcomes, timely resolution, and transparent communication with stakeholders.

Support achievement of KPIs and SLAs through proactive management, governance routines, and performance monitoring.

Be available for emergency response and provide operational leadership during crisis situations as required.

Ensure asset registers, Planned Preventive Maintenance programs, statutory maintenance, and service contracts are in place and effectively managed.

Ensure planned, reactive, and corrective work orders are completed to required quality and time standards.

Ensure all staff and vendors are appropriately trained, inducted, accredited, and compliant with client and JLL requirements.

Workplace Experience

Support the delivery of workplace experiences that support the client’s people, customers, and guests in creating a connected, inclusive, and safe workspace.

Support initiatives that enhance employee engagement, productivity, and satisfaction through innovative workplace solutions and services.

Engineering & Critical Environments

Support delivery of Critical Environment Management standards across sites, ensuring compliance with client requirements, JLL best practice, and statutory obligations.

Act as an operational escalation point for engineering incidents and critical failures, coordinating safe response, rectification, communication, and follow-up actions.

Ensure engineering risks, maintenance gaps, and critical asset issues are appropriately documented, communicated, and mitigated.

Compliance, Quality & Continuous Improvement

Drive continuous improvement initiatives across all service delivery areas, leveraging data, client feedback, and best practice.

Embed sustainability considerations into operational decision-making and site initiatives, supporting client and JLL environmental commitments.

Support audits, inspections, and closure of corrective actions across all sites, escalating material risks or control gaps to the WE&O Lead ANZ.

Sounds like you? This is what we’re looking for:

5+ years of experience in integrated facilities management, workplace services, or property management, including experience in a leadership or management capacity.

Experience working with financial services clients or in highly regulated environments.

Demonstrated experience in operational risk management, compliance frameworks, and health & safety leadership. Knowledge of Work Health and Safety (WHS) regulations and standards in Australia essential.

Excellent communication, negotiation, and influencing skills with the ability to engage effectively with C suite executives, senior stakeholders, vendor partners, and diverse teams.

Experience in critical environment operations, commercial office management, and retail facilities

• Great employee discounts off fitness, wellbeing & other renowned brands
• 18 weeks paid maternity leave
• Private Health Insurance Discounts
• Active Social Club
• Employee assistant program
• Novated Lease for EV cars
• Career Opportunities with Australia's #1 Commercial Real Estate firm
• Premium offices

What you can expect from us:

As an organization, we don't just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings. JLL is committed to equal opportunity and building an inclusive workplace. This is why, for more than a decade, we continue to rank among the World's Most Ethical Companies. We support applications from all underrepresented groups, including Aboriginal and Torres Strait Islanders, LGBT+, people with disability and people of all age, religions and race. We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military. We recognise and appreciate the skills acquired in their service careers as vital and transferable to our workforce.