IFM Operations Support Manager

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.

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.

Location

On-site –Richmond, VA

Estimated Compensation

Estimated compensation for this position: 93,000.00 – 135,000.00 USD per year. This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Personal benefits that support personal well-being and growth

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay

Equal Employment Opportunity

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 This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page.

Compliance and Legal

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment. Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest. Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate. California Residents only If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device. Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Company Overview

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.

We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world. For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM.