About this role
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 people and 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.
IFM Program Manager/Team Lead - JLL
Position Overview
The IFM Program Manager/Team Lead will lead a high-performing team of full-time employees at JLL's Shared Service Center in Costa Rica, providing critical operational support to the global Integrated Facility Management (IFM) organization. This role serves as a strategic enabler to the IFM Leadership Team while ensuring excellence in day-to-day program delivery, communications, account operations, and facilities coordination.
Key Responsibilities
Leadership & Team Management
• Provide strategic direction, mentorship, and performance management for the seven-person SSC team.
• Foster a culture of continuous improvement, collaboration, and professional development.
• Conduct regular one-on-ones, performance reviews, and talent development planning to ensure team effectiveness and engagement.
Program Management & Execution
• Oversee the delivery of critical IFM programs and initiatives across multiple workstreams.
• Ensure alignment between SSC activities and global IFM strategic priorities.
• Manage project timelines, resource allocation, and cross-functional dependencies to drive successful outcomes.
IFM Leadership Enablement
• Serve as a strategic partner to the IFM Leadership Team by providing operational insights, data-driven recommendations, and execution support.
• Anticipate leadership needs and proactively develop solutions that enhance decision-making and organizational effectiveness.
Facilities Coordination Oversight
• Guide and support the three Facilities Coordinators in managing day-to-day operational activities including work order management, vendor coordination, preventive maintenance scheduling, and client service requests.
• Ensure service level agreements are met and exceeded while maintaining quality standards across all facilities operations.
Communications & Stakeholder Management
• Guide the global communications function to ensure consistent, clear, and timely messaging across the IFM organization.
• Manage stakeholder relationships across multiple geographies and business units, serving as the primary point of contact for SSC-related inquiries.
Account Operations Support
• Oversee account operations activities to ensure seamless service delivery and client satisfaction.
• Coordinate with regional account teams to standardize processes, resolve operational issues, and drive efficiency improvements.
• Support contract management, invoicing, and client reporting requirements.
Data Analytics & Reporting
• Partner with the Data Analyst to develop meaningful insights from operational and performance data.
• Establish reporting frameworks that provide visibility into key performance indicators, service delivery metrics, and areas for improvement.
• Use data to drive continuous improvement initiatives and inform strategic decisions.
Process Improvement
• Identify opportunities to streamline workflows, eliminate redundancies, and enhance service delivery.
• Lead process improvement initiatives using Lean or Six Sigma methodologies where appropriate.
• Document standard operating procedures and ensure knowledge transfer across the team and broader IFM organization.
People Development & Reporting
• Collaborate with the PDS team member to create development plans, training programs, and career pathways for team members.
• Oversee the creation of accurate reports and documentation that support leadership decision-making and organizational transparency.
Required Qualifications
Education & Experience
• Bachelor's degree in Business Administration, Facilities Management, Operations Management, or related field; Master's degree preferred
• 7+ years of progressive experience in program management, facilities operations, or related roles within corporate real estate or Integrated Facility Management
• 3+ years of people management experience leading diverse, multi-functional teams
• Experience working in a shared services or global business services environment strongly preferred
• Demonstrated experience managing facilities operations, work order systems, and vendor relationships
Technical Skills
• Strong understanding of Integrated Facility Management operations, service delivery models, and industry best practices
• Experience with CAFM/IWMS platforms (e.g., Corrigo, ServiceChannel, Archibus, Maximo) preferred
• Proficiency in data analysis tools and reporting platforms (Excel, Power BI, Tableau, or similar)
• Experience with project management methodologies and tools (Agile, Waterfall, MS Project, Smartsheet)
• Familiarity with facilities management KPIs and service level agreement structures
Core Competencies
• Exceptional leadership and people development capabilities with a track record of building high-performing teams
• Strategic thinking combined with strong execution skills and attention to detail
• Outstanding communication skills with the ability to influence senior stakeholders and adapt messaging for different audiences
• Proven ability to manage multiple priorities in a fast-paced, matrixed organization
• Strong problem-solving skills and analytical mindset
• Demonstrated ability to drive change and process improvement initiatives
• Cultural awareness and ability to work effectively across global teams and time zones
• Client-focused mindset with commitment to service excellence
Language Requirements
• Fluent in English (written and verbal) required
• Additional language skills (Spanish, Portuguese) a plus
Key Performance Indicators
• Team performance, engagement, and retention metrics
• Timely delivery of IFM programs and initiatives
• Service level agreement compliance and client satisfaction scores
• Work order completion rates and response times
• Quality and accuracy of operational reporting
• Stakeholder satisfaction scores
• Process efficiency improvements and cost optimization
• Data reporting accuracy and timeliness
Location:
On-site –Belen, CRI If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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