Senior Workspace Experience & Operations Manager

JLL; Sydney; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Great employee discounts

18 weeks paid maternity leave

Private Health Insurance Discounts

Active Social Club

Employee assistance program

Novated Lease for EV cars

Volunteer time off

Career opportunities with Australia’s

Premium offices

Job summary

JLL is seeking a Senior WE&O Manager to lead day-to-day operations and service delivery across two Sydney-based commercial office locations. The role focuses on safety, governance, vendor performance, and continuous improvement, deputising for the WE&O Lead, ANZ as required.

Based in Parramatta, you will manage operational dashboards, drive client satisfaction, and ensure compliance with local WHS standards while coordinating with regional offices and retail sites.

Qualifications

• 5+ years in integrated facilities management with leadership experience.
• Experience with financial services clients or regulated environments.
• Strong knowledge of WHS regulations in Australia.
• Excellent communication, negotiation and influencing skills.
• Experience in critical environment operations and office/retail facilities.

Responsibilities

• Build effective relationships with site stakeholders to understand priorities and issues.
• Lead day-to-day workspace experience and operations across two locations.
• Manage budgets, track spend, and ensure cost controls.
• Oversee service delivery, governance, and KPIs across regional offices and branches.
• Coordinate with vendors, partners, and service lines for integrated delivery.
• Ensure safety, compliance, and continuous improvement across sites.
• Respond to incidents with timely, safe resolutions and clear communication.

Skills

Facilities management

Leadership

Stakeholder management

Regulatory compliance

WHS knowledge

Critical environment operations

Office & retail facilities

Communication skills

Financial services experience

Job description

JLL empowers you to shape a brighter way.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented peopleand empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

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 client’s 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

Benefits:

• 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
• Paid time off for volunteer work
• 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.

Location:

On-site –Parramatta, NSW, Sydney, NSW

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Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at **********@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.