IFM Operations Support Manager

JLL; Richmond (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

JLL is seeking an IFM Operations Support Manager in Richmond, VA to drive operational excellence across multiple facility management contracts. You will oversee day-to-day support, monitor KPIs, and lead site teams while partnering with clients and vendors to ensure service quality and continuous improvement.

Ideal candidates have 5–7 years in facility operations with supervisory experience, strong CMMS usage, and excellent communication and project management skills.

Qualifications

• Bachelor's degree in Facilities Management, Business Administration, Engineering, or related field preferred.
• 5–7 years in facility management operations, with 2–3 years in a supervisory role in integrated facilities.

Responsibilities

• Operational Excellence: oversee day-to-day support across multiple contracts, ensuring SLAs and KPIs are met.
• Performance Management: monitor metrics, generate reports, and implement corrective actions.
• Client Relationship Management: serve as main point of contact for client inquiries and escalations.
• Team Leadership and Development: mentor site managers, conduct training, promote continuous learning.
• Contract and Vendor Management: support procurement, vendor performance, and invoicing.
• Systems and Technology: leverage CMMS and digital tools to track work orders and assets.

Skills

CMMS Corrigo

Bldg systems basics

MS Office & Google

Maintenance principles

Analytical skills

Communication

Project management

Time management

Client relations

Decision making

Education

CFM / FMP / PMP / LEED (certifications)

Tools

Corrigo CMMS

SharePoint

Google Sheets

PowerPoint

Job description

Position Overview

The IFM (Integrated Facility Management) Operations Support Manager provides strategic and operational support to facility management operations, ensuring seamless service delivery, continuous improvement, and client satisfaction across integrated facilities portfolios. This role serves as a critical liaison between operations teams, clients, and service partners while driving performance excellence and operational efficiency.

The IFM (Integrated Facility Management) Operations Support Manager provides strategic and operational support to facility management operations, ensuring seamless service delivery, continuous improvement, and client satisfaction across integrated facilities portfolios. This role serves as a critical liaison between operations teams, clients, and service partners while driving performance excellence and operational efficiency.

Key Responsibilities:

Operational Excellence Oversee day-to-day operational support activities across multiple facility management contracts, ensuring compliance with service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations. Implement standardized processes and best practices to drive consistency and quality across all managed facilities.

Performance Management Monitor and analyze operational metrics, generate performance reports, and identify opportunities for service improvement. Develop corrective action plans when performance gaps are identified and track remediation efforts to completion.

Client Relationship Management Serve as a key point of contact for client inquiries and escalations. Build strong working relationships with client stakeholders, conduct regular business reviews, and ensure client expectations are consistently met or exceeded.

Team Leadership and Development Provide guidance, mentorship, and support to operations teams and site-based facility managers. Facilitate knowledge sharing, conduct training sessions, and promote a culture of continuous learning and professional development.

Contract and Vendor Management Support contract administration activities including vendor performance monitoring, invoice reconciliation, and compliance verification. Collaborate with procurement teams to optimize vendor relationships and ensure value delivery.

Systems and Technology Utilize Computerized Maintenance Management Systems (CMMS) and other technology platforms to track work orders, manage assets, and generate operational insights. Drive digital transformation initiatives to enhance operational efficiency.

Required Qualifications:

Education: Bachelor's degree in Facilities Management, Business Administration, Engineering, or related field preferred

Experience: Minimum 5-7 years in facility management operations, with at least 2-3 years in a supervisory or management capacity within an integrated facilities environment

Technical Skills:

• Proficiency with CMMS platforms (Corrigo) and other facility management software platforms
• Basic working knowledge of building systems (HVAC, electrical, plumbing, life safety)
• Advanced Microsoft Office (Excel, PowerPoint, Word, SharePoint) & Google Suite (Sheets, Docs, Slides, Drive) skills
• Basic understanding of maintenance management principles and preventive maintenance programs

Core Competencies:

• Excellent organizational and project management abilities
• Strong analytical skills with attention to detail
• Exceptional communication skills, both written and verbal
• Proven ability to manage multiple priorities in fast-paced environments
• Client-focused mindset with strong relationship-building capabilities
• Problem-solving orientation with ability to make sound decisions under pressure

Certifications (Preferred):

• Certified Facility Manager (CFM)
• Facility Management Professional (FMP)
• Project Management Professional (PMP)
• LEED certification or sustainability credentials

Reporting Structure

Reports to: IFM Operations Director

Direct Reports: Contact Center Supervisor, Facility Coordinators, or other Administrative Support Staff.