IFM Program Manager / Team Leader

About the role

The IFM Program Manager/Team Lead will head a high‑performing team at JLL’s Shared Service Center in Costa Rica, providing essential operational support to the global Integrated Facility Management organization. This position acts as a strategic enabler for IFM leadership while ensuring excellence in program delivery, communications, account operations, and facilities coordination.

Key responsibilities

• Provide strategic direction, mentorship and performance management for a seven‑person SSC team, fostering continuous improvement and professional development.
• Oversee delivery of Integrated Facility Management (IFM) programs and initiatives across multiple workstreams, ensuring alignment with global IFM strategic priorities.
• Act as a strategic partner to the IFM Leadership Team, delivering operational insights, data‑driven recommendations and execution support.
• Guide three Facilities Coordinators in work‑order management, vendor coordination, preventive maintenance scheduling and client service requests, meeting and exceeding service level agreements.
• Lead global communications for the IFM organization to ensure consistent, clear and timely messaging.
• Manage account operations, coordinating with regional teams to standardize processes, resolve issues and support contract management, invoicing and client reporting.
• Partner with the Data Analyst to develop reporting frameworks, track KPIs and drive continuous‑improvement initiatives.
• Identify and lead process‑improvement projects using Lean or Six Sigma methodologies to streamline workflows and enhance service delivery.

Required profile

• Proven experience leading a team of around seven employees in a shared‑service or facilities‑management environment.
• Demonstrated ability to manage complex IFM programs and cross‑functional projects.
• Strong analytical mindset with experience providing data‑driven insights to senior leadership.
• Excellent communication and stakeholder‑management skills across multiple geographies.

Required skills

• Lean methodology
• Six Sigma methodology