Job Purpose :
The Operations Engineering Manager (OEM) manages the day-to-day client activities for the assigned properties / facilities in regard to Engineering & Hard Services and is the on-site key point of contact for key stakeholders and / or client.
The role assumes overall responsibility for maintenance and operations sites budgets, accounting and finance, contract services, purchasing of material, equipment & supplies, occupancy services and service desk.
Overall accountable for Engineering & Operations services at Costa Rica in compliance with applicable SOWs.
Key Responsibilities and Accountabilities :
Ensure compliance with approved SOPs for each service provided. If IFM member identifies discrepancies between SOP implementation and coherent applicability, must escalate issue to update or implement local variances in SOP.
Governance & General Management
Accountable for the Engineering & Operations component including, but no limited to :
Ensure all work stated in the Master Service Agreement (MSA) is completed in compliance with all governing laws, codes and regulations and in full compliance with processes, policies and procedures by all parties executing services on behalf.
Ensures compliance with standardized processes, policies and procedures by all parties executing services on behalf.
Develop and execute the annual Country / Site Operations Plan in alignment with the Regional Strategic Plan. This shall include the local priorities, projects, execution timeframe and deliverables.
For small and medium sites, FM should work in coordination with FC.
Participate and be engaged with IFM meeting cadence (operational, strategic and best practice forums).
Provide visibility of opportunities in processes and programs for improvements.
Reporting Accountable for the Engineering & Operations component including, but no limited to :
Provide financial and operational reporting on a monthly, quarterly and annual basis.
Sourcing, Procurement and Supplier Performance Work in collaboration and in alignment with the IFM Sourcing Regional team regarding the Engineering & Operations component to :
Source, select, contract and manage Tier Two and Tier Three Providers.
Onboard and train Tier Two and Tier Three Providers as may be required.
Annually develop and maintain a rolling two-year Tier Two Provider sourcing and savings plan.
Ensure all Provider invoices submitted for payment are appropriate and consistent with expenditure authorization limits.
Organize with Ops Sup and WEL to measure and track vendor performance against pre-defined set of success criteria and contract obligations utilizing metrics and KPIs where applicable.
Point of escalation after Ops Supervisor and WEL to solve day to day issues with T2 vendor to ensure the adequate service delivery.
Work in collaboration and alignment with the IFM Finance Regional team regarding the Engineering & Operations component to :
Develop site and country budgets and forecast according to regional ROB and RE&F financial processes. Follow control processes to track expenses and report against budget, forecast or other targets.
Expenses include operating expenses and capital expenses expenditures for IFM scope of services and lease contract related payments to the landlords.
Maintain and report on all site related PO accruals as required in timely manner.
Accountable to manage all expenses to conclusion and are supported by a Purchase Order.
Ensure contractually correct and timely payment of Tier Two Provider invoices / invoice processing (per agreed term) submitted to Accounts Payable.
Ensure invoices are correctly prepared by vendors and submitted on time.
Innovation, Benchmarking, & Cost Savings Accountable for the Engineering & Operations component including, but no limited to :
Develop, seek approvals, and implement plans for continuous service or process improvement, cost reduction and efficiency.
Benchmark practices with other JLL accounts and propose improvements if applicable.
Work in coordination with Operations Supervisor to identify and implement opportunities to reduce carbon footprint on their sites.
Establish site-specific goals aligned with regional Environmental and Sustainability Program (Energy, Water, Waste & Recycling), define and execute action plan to achieve those goals.
Asset Management & Capital Planning Work in alignment with the IFM Regional Operations and Finance teams to :
Develop a priority-based plan for 5 to 10 years, following capital renewal program, to document existing building deficiencies, conditions and replacement costs (Lifecycle Renewal Program).
The plan should cover the entire office space infrastructure, including mechanical, electric equipment, and interior architectural finishes.
Update plan annually summarizing long and short-term replacement and renewal requirements.
Systems Operation & Maintenance, Interior Building Maintenance,
Work in coordination with Operations Supervisor to define and implement the annual maintenance plan.
Ensure maintenance records and all equipment operations and maintenance manuals are kept.
Work Order Management Accountable for the Engineering & Operations component including, but no limited to :
Execute routine walkthroughs and assessments, proactive work order entry, execution timeliness and follow up.
Guarantee services requested by occupants and visitors are provided, complying with the response times defined on the Response Priority Matrix.
Evaluate service response time and analyze occupants’ service request trends and suggestions. All metrics related to FSC need to be complied.
Respond to unsatisfactory comments from the requester by escalating this information to the designated contact and follow the continuous improvement processes.
Pest Control, Furniture Management
Provide IFM Services according to Portfolio Matrix and Statements of Work.
Waste, Recycling and Document Destruction
Provide IFM Services according to Portfolio Matrix and Statements of Work.
Manage a secure shredding program.
Develop a process and schedules for routine building sweep inspections ensuring the space experience is consistent, and areas are tidy and safe for Hard Services.
Landlord Relationship Management
Establish and maintain an effective and positive Landlord Relationship process to successfully deliver contractual IFM obligations.
Monitor Landlord contractual obligations and present any concerns to the RE&F Portfolio Manager and escalate to FM.
Academic Background :
Bachelor’s degree in Business Administration, Engineering, Architecture and related fields.
Desirable : MBA, PM Certification.
Experience : 5-7 years’ experience in facilities, property management, engineering or related field; managing both soft and hard services in corporate offices.
Desirable : experience working in technology industry, project management.
Knowledge of vendor management for specialized services.
Understanding basic technical aspects of property (Air-conditioning, Chiller system, Fire Protection system, Mechanical & Electrical system, BMS system).
Strong budget management and financial analysis skills.
Knowledge of local occupational health and safety requirements
Desirable : Knowledge in Project Management.
Languages : Fluent in Spanish & English (Technical)
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