Offsite Service Delivery Manager

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 tothrive, 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.

What this job involves:

We're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative, and driven leaders. Are you excited about taking responsibility for working with a team that is focused on developing best-in-class travel and meeting programs for tech company employees? We are currently seeking an Offsite Service Delivery Manager to bring their expertise supporting offsite delivery of meetings and events for our Global Travel and Events program. Our team is comprised of meeting and event professionals with extensive industry experience, who are based around the world. This role will manage our offsite program as part of the Travel & Events global service delivery team, for offsite meetings and events across various business units. You will provide oversight of end-to-end meetings and event services, including venue sourcing, contract management, payment coordination, group air, special programs, financial reconciliation, event planning services, and more. We are looking for a customer-obsessed individual to execute the global program standards by monitoring and driving compliance to the standard operating procedures, consistently meeting service level agreements (SLAs), key performance indicators (KPIs), and exceeding customer satisfaction goals.

What your day-to-day will look like:

• Manage the day-to-day workload, execution, quality, strategy, and execution of services by the Offsite Service Delivery team for offsite meetings and events
• Monitor and own reporting of workload by using gearing ratios and tiers for all services, ensuring the service and workload levels do not exceed those standards and recommending up/down scaling as needed
• Act as the first point of escalation for customer service issues and escalations, tracking, resolving, and converting them into solutions
• Ensure the Offsite Service Delivery team understands the culture, vision, and customer expectations for seamless execution of services in support of business goals
• Implement and monitor quality control measures for accurate data and reporting, driving and implementing operational standards, training, and highest level of customer service
• Continuously review procedures and policies, recommending improvements and updates while challenging the status quo by looking for innovative solutions that help simplify the process
• Monitor customer service levels in relation to offsite execution of services, staffing, and SLAs/KPIs to ensure objectives are being met or exceeded, establishing resolution for continuous improvement when expectations are below standards
• Manage change impact at all levels of the Offsite Service Delivery team in a positive and productive manner, ensuring proactive engagement and reduced change fatigue.

Required Qualifications:

• 5+ years of meetings and events management or hospitality experience
• 2+ years of meetings operations management experience
• Experience managing projects across cross-functional teams, building sustainable processes, and coordinating implementation
• Intermediate to advanced user-experience with common Meeting Management technology (e.g., Cvent, Stova, or equivalent).

Preferred Qualifications:

• Bachelor's degree in Hospitality or related field or equivalent experience
• Third-Party meeting management vendor/agency experience
• Experience working on or as part of an offsite corporate meetings and events team
• Experience communicating with technical and non-technical stakeholders
• Demonstrated track record of cultivating strong working relationships and driving collaboration across multiple teams
• Strong written communication skills
• CMP (Certified Meeting Professional) or other industry certification
• Strategic Meetings Management Program (SMMP) experience desirable either in Third Party or buyer role
• Business Travel experience
• Experience with venue sourcing, contract management, payment coordination, group air, and special programs
• Background in financial reconciliation and event planning services
• Track record of fostering and maintaining morale and a strong team environment
• Experience collaborating across global teams to leverage tools and resources for better customer experience
• Ability to foster a customer-obsessed environment and consistently exceed customer satisfaction goals.

Location: Onsite

At JLL, we are collectively shaping a brighter way - for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

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.

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If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!

Personalized 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

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'repursuing.

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

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 HRSCLeaves@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.

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.

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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.

Accepting applications on an ongoing basis until candidate identified.