Implementation Manager (m/f/d) chez JLL

Client Onboarding Experience Team (COET) | Implementation Manager 

The Client Onboarding Experience Team (COET) is currently seeking a highly skilled and detail-oriented Senior Implementation Manager to join our dynamic Global Implementation Team. The Senior Implementation Manager will be responsible for leading projects and programs across multiple business units, locations, and geographies. Based on defined business needs, this role will create and deliver strategies and plans to evaluate and implement innovative programs using data-driven insights to improve productivity, efficiency, and user satisfaction. Additionally, this role will oversee global projects focused on digitization/automation and/or centralization for Work Dynamics. The Senior Director, Implementation Manager will contribute a strategic perspective, possess the ability to see the big picture, and demonstrate expertise in initiating change to drive global standard processes. 

In this critical role, the Senior Implementation Manager is tasked with executing new business transitions, account expansions, and account demobilizations. Working collaboratively with clients, Sales, Commercial, and other JLL Workstreams, the Senior Implementation Manager provides comprehensive Transition project management services encompassing all aspects of delivery. This ensures a seamless onboarding experience to JLL while effectively managing budget, scope, schedule, communications, and change. The Senior Implementation Manager is expected to handle multiple projects simultaneously and act as a strong change leader for significant Client Transitions. Furthermore, this role emphasizes the importance of teamwork and collaboration in meeting the key performance indicators specified in the contract. 

Role Requirements:  

Transition: 

• Overall management of the client Transition project for clients.   

• Use of the standard Transition tools to effectively manage a Transition and optimize client experience. 

• Management of a Transition plan to ensure it is in-line with agreed upon client expectations. 

• Coordination of and collaboration with Workstream leads to identify key tasks to Transition (e.g., HR, Sourcing, JLLT, Finance, Commercial, Business Technology) 

• Ensure all workstream leads actively participate during Transition and provide required information timely. 

• Ensure the completion of all data templates. 

• Clearly define and align Transition scope relative to contractual documents, escalating scope differences or change requests appropriately. 

• Monitor the progress toward the implementation date and escalate as required to stay on schedule. 

• Ensure an effective handover from Transition to the account team. 

• Apply agreed upon key protocols for the project (communications, meetings etc.) 

• Clarify and communicate project objectives including detailed understanding of client expectations, status of deliverables and success criteria. 

• Constantly and proactively communicate to all Key Stakeholders throughout the Transition project. 

• Ask probing questions to identify risk and, working with appropriate JLL Account, Platform, Workstream and client resources, develop timely mitigation plan. 

• Lead Transition meetings and facilitate progress, issue, and risk identification. 

• Support solutioning and yellow pads as required. 

• Effectively monitor and manage the Transition budget. 

• Participate in Client Presentations as required. 

Stabilization: 

Partner with Success leader and workstream leads, 1-3 months post Go-live to perform account basics such as putting vendors under long form contracts, running invoices and variance reports, running dashboards with real data. 

Optimization:   

Provide hyper-support and remain engaged along with team members for key services for 2-3 months post-stabilization. 

PMO: 

Collaborate closely with other implementation Managers and PMO team to identify and implement industry-leading processes for transition and program management. 

Key Performance Measures 

• Project Leadership: Lead and manage complex and transformational projects across global geographies from initiation to closure, ensuring delivery within scope, schedule, and budget parameters. 

• Stakeholder Management: Develop and maintain effective relationships with different stakeholders, collaborating closely to understand their needs, build alignment, provide guidance, and address any issues or concerns. 

• Strategic Planning: Assess project requirements, align them with the organization's goals and objectives, and develop comprehensive project plans, including stakeholder assessment, communications, leadership alignment, organization transition, change readiness, capability transfer, and end-user training. Ensuring proper resource allocation and risk mitigation strategies are in place. 

• Project Governance: Establish and implement governance frameworks to maintain project integrity and ensure adherence to project management methodologies, industry best practices, and compliance standards.  

• Team Management: Collaborate with cross-functional project teams, fostering collaboration, individual growth, and high-performance through effective delegation, motivation, and mentorship. 

• Change Management: Execute change management strategies, including communication plans, stakeholder engagement, and training initiatives, to drive successful adoption of project outcomes across the organization. 

• Risk Management: Identify project risks and develop proactive mitigation strategies, closely monitoring risks throughout the project lifecycle, and implementing contingency plans as needed. Monitor, tracks, and controls outcomes to resolve issues, conflicts, dependencies, and critical path deliverables.  

• Reporting and Documentation: Prepare and present project status reports, executive summaries, and updates to key stakeholders, ensuring transparency and accountability at all levels. 

• Continuous Improvement: Proactively identify areas for improvement in project management processes, tools, and methodologies, making recommendations and driving implementation to enhance project delivery efficiency and effectiveness. 

Capabilities 

• Leadership Skills:  

• A leader with exceptional communication skills coupled with excellent active listening skills. Ability to clearly articulate messages to a variety of audiences. Establish and maintain strong relationships on all levels of organization.  

• Strong cultural alignment: unwavering ethical standards; drives excellence and innately collaborative  

• Strategic in nature, with a strong bias towards transformation and execution 

• Inspirational Leader stimulates action with a balanced leadership style of control and influence. 

• Operates with a sense of urgency. 

• Decisive – willing to take risks.  

• Influencing and Teamwork: Ability to influence others and move toward a common vision or goal. Able to work effectively at all levels in an organization. Must be a team player and able to work collaboratively with and through others. 

• Project Management Skills: Knows how to effectively structure, staff and manage projects and teams to insure there is clarity of expectation, timely execution, corrective action when needed and successful outcomes.  

• Analytical Skills: Has a structured approach to problem solving with a natural inclination for planning strategy and tactics. Drives to fix the ultimate root causes to drive sustainable change. 

• Character with high perseverance and resourcefulness required to keep driving and finding ways to get the required steps done. Flexible and adaptable; able to work in ambiguous situations. Resilient and tenacious with a propensity to persevere. Forward looking with a holistic approach. 

Experience & Qualifications 

• Education: Bachelor's degree in Business, Finance, Information Technology, or a related field. Additional certifications (e.g., PMP, PRINCE2, Six Sigma) are highly desirable. 

• Experience: A minimum of 10-15 years of experience in successfully managing complex, transformational, centralization, informational technology projects in a multinational or global firm. IFM Operations experience is highly desirable. 

• Project Management Skills: Proven expertise in project management methodologies, continuous improvement, and/or business partnering, with a strong focus on delivering business outcomes and managing project risks. 

• Leadership Abilities: Demonstrated ability to lead and motivate cross-functional teams, manage stakeholders, and build collaborative relationships at all levels of the organization. 

• Analytical and Strategic Thinking: Ability to analyze complex problems, evaluate options, and make informed decisions to drive successful project outcomes aligned with organizational goals. 

• Communication and Influencing Skills: Exceptional written and verbal communication skills, with the ability to effectively convey complex ideas and influence key stakeholders. 

• Change Management Expertise: Strong understanding of change management principles and experience in driving successful change initiatives across multiple levels of the organization. Change Management certifications are highly desirable. 

• Adaptability and Resilience: Ability to work in a fast-paced, dynamic environment, manage multiple priorities simultaneously, and quickly adapt to shifting project requirements. 

• Global Perspective: Experience working within a global organization, understanding cultural nuances, and managing projects with diverse teams across different time zones and geographies.