Senior Workspace Experience & Operations Manager

Shaping the future of real estate for a better world

At JLL, we see a Brighter Wayforward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.

We bring to life a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working. We approach our work in a warmer, more optimistic, and inclusive way.

JLL is a global leader in helping clients envision where people will live, work, play, shop, and eat.

What this opportunity involves:

The Senior WE&O; Manager is the operational 2IC for the Australian portfolio, owning day-to-day onsite operations and service delivery across two commercial office locations, and providing operational oversight, governance, and performance management for service delivery across regional offices and retail branches. The role is hands-on and site-led, focused on safe and compliant operations, engineering coordination, vendor performance, and service recovery, and deputises for the WE&O; Lead, ANZ as required to ensure continuity of operational leadership.

Key Responsibilities include:

Stakeholder Management

Build effective working relationships with site stakeholders throughout the portfolio to understand operational priorities, service issues, and local requirements.

Act as the primary operational point of contact for day-to-day Workspace Experience & Operations matters, ensuring proactive communication and effective escalation management.

Support the WE&O; Lead with reporting on operational performance, risks, initiatives, and outcomes,



providing clear insights and recommendations to client leadership.

Partner with site stakeholders, delivery partners, and other service lines to deliver an integrated one-team approach.

Lead regular operational reviews with site stakeholders and vendors, ensuring actions are tracked through to completion.

Support client satisfaction through proactive engagement, issue resolution, service recovery, and continuous improvement initiatives.

Budget Management

Support budget planning by providing site inputs, tracking spend and maintaining cost control across the portfolio.

Manage vendor performance to ensure value for money, SLA compliance, and delivery quality; support commercial discussions as required.

Support efficiency initiatives and cost management strategies without compromising service delivery, client satisfaction, or safety standards.

Support procurement processes and ensure governance and compliance across all financial activities.

Operational Delivery & Service Excellence

Be accountable for day-to-day service delivery outcomes at two commercial office locations and provide operational oversight and governance for service delivery at regional office locations and retail branches.

Ensure all operational requirements are delivered in accordance with clients scope of work, JLL standards, and local statutory obligations.





Review operational dashboards and service performance, working with site teams and vendors to ensure timely completion, quality outcomes, and continuous improvement.

Ensure compliance with WHS, engineering, environmental, and operational procedures and controls.

Maintain Standard Operating Procedures to support consistent delivery across commercial, regional, and branch sites.

Respond to critical incidents and escalations, ensuring protected outcomes, timely resolution, and transparent communication with stakeholders.

Support achievement of KPIs and SLAs through proactive management, governance routines, and performance monitoring.

Be available for emergency response and provide operational leadership during crisis situations as required.

Ensure asset registers, Planned Preventive Maintenance programs, statutory maintenance, and service contracts are in place and effectively managed.

Ensure planned, reactive, and corrective work orders are completed to required quality and time standards.

Ensure all staff and vendors are appropriately trained, inducted, accredited, and compliant with client and JLL requirements.

Workplace Experience

Support the delivery of workplace experiences that support the client’s people, customers, and guests in creating a connected, inclusive, and safe workspace.

Support initiatives that enhance employee engagement, productivity, and satisfaction through innovative workplace solutions and services.

Engineering & Critical Environments

Support delivery of Critical Environment Management standards across sites, ensuring compliance with client requirements, JLL best practice, and statutory obligations.

📌 Senior Workspace Experience (Parramatta)
🏢 Jones Lang Lasalle
📍 Parramatta