Role Description The Operations Enablement & Solutions Lead is a recognized authority within JLL’s WPM Transformation function — regarded as the go-to expert for technology-enabled operational standards, compliance governance, and solutions delivery across new and existing client accounts. This individual brings in-depth mastery of their discipline alongside broad knowledge of adjacent FM operations, technology, and business functions. This leader proactively anticipates internal and external business challenges, regulatory issues, and technology risks — and translates that foresight into actionable process, product, and service improvements before problems reach the accounts. The role carries significant responsibility for contributing to unit strategy and independently leading high-stakes, complex initiatives — from migration planning and pilot deployments to change management and training — while maintaining rigorous governance and compliance standards. The successful candidate will bring deep Corrigo and IWMS/CMMS expertise, proven cross-functional leadership, and the credibility to influence peers, account leadership, and technology partners at all levels. Key Responsibilities - Technology Migration Planning & Support: - Lead end-to-end planning and execution support for technology platform migrations, including scope definition, risk analysis, and transition sequencing. - Coordinate cross-functional workstreams across account teams, central technology, and vendor partners to ensure continuity of operations during migration events. - Develop and maintain migration runbooks, rollback plans, and post-migration validation protocols. - Data & Process Compliance, Governance, and Risk: - Serve as the primary governance advisor for data integrity, process compliance, and technology standards across the WPM Transformation portfolio. - Lead risk assessments for proposed system changes, new configurations, and technology integrations; document findings and drive mitigation strategies. - Own and manage governance ticket queues; triage, investigate, and resolve complex compliance issues in collaboration with account operations and IT. - Design and deliver solution development support for both existing and transitioning client accounts, ensuring alignment with JLL standards and client contractual requirements. - Identify and drive technology process enhancements and integration opportunities that reduce risk and improve operational consistency. - Escalation Support – Client Accounts & Technology: - Function as a Tier 3 escalation point for complex operational or technical issues originating from client accounts or technology support channels. - Investigate root causes of escalated issues, develop resolution strategies, and communicate outcomes to account leadership and stakeholders. - Maintain a continuous feedback loop between escalation trends and governance/standards improvements. - Technology Operational Standards & Best Practices: - Develop, document, and maintain comprehensive technology operational standards, SOPs, and best practice libraries for use across JLL's WPM accounts. - Champion consistent adoption of standards through training, governance reviews, and collaborative engagement with account operations leads. - Regularly review and refresh standards to reflect platform updates, regulatory changes, and lessons learned from operations. - Technology Testing Leadership & Support: - Lead user acceptance testing (UAT) activities for platform enhancements, new configurations, and integrations — developing test plans, coordinating testers, and documenting results. - Partner with JLL Technologies and vendor development teams to communicate defects, validate fixes, and approve releases for production deployment. - Maintain testing documentation and traceability matrices to support governance and audit readiness. - Operational Support & Leadership for Technology Deployment Pilots: - Lead operational readiness and deployment activities for technology pilot programs on client accounts, including scope management, stakeholder coordination, and performance tracking. - Capture pilot learnings and translate them into scalable playbooks and deployment frameworks for broader rollout. - Serve as the operational liaison between pilot account teams and the central WPM Transformation function throughout the pilot lifecycle. - Change Management Planning & Support: - Design and implement structured change management plans for new and enhanced technology deployments across client accounts, including impact assessments, communication strategies, and resistance mitigation. - Facilitate stakeholder workshops, readiness assessments, and adoption tracking to ensure successful technology transitions. - Partner with account leadership and training resources to deliver role-based change enablement programs. - Technology Product Demonstration & Training: - Plan and deliver technology product demonstrations for client stakeholders, prospective accounts, and internal audiences — tailoring messaging to technical and non-technical audiences alike. - Develop and support training programs, materials, and facilitation guides that enable account teams to effectively use and sustain technology solutions. - Maintain a library of demonstration scenarios, use cases, and training assets aligned to current platform capabilities. - Requirements Documentation for Technology Enhancements: - Elicit, analyze, and document detailed business and functional requirements for proposed technology enhancements, working with account operations leads, SMEs, and technology stakeholders. - Translate operational needs into clear statements of requirement (SORs) and contribute to statements of work (SOWs) in collaboration with JLL Technologies. - Own the requirements traceability process to ensure delivered enhancements meet documented business objectives. - Global Peer & Stakeholder Collaboration: - Actively engage with global WPM Transformation peers and regional operations leads to share knowledge, align on standards, and co-develop solutions that reflect best practices across JLL’s international portfolio. - Represent the Operations Enablement function in cross-regional forums, working groups, and technology governance bodies to ensure WPM operational priorities are reflected in global platform and process decisions. - Build and sustain collaborative relationships with JLL Technologies, vendor partners, client stakeholders, and account operations teams globally to facilitate knowledge transfer, resolve cross-functional challenges, and advance shared transformation objectives. - AI-Based Solutions Development & Deployment: - Partner with JLL Technologies and WPM Transformation leadership to evaluate, scope, and support the development of AI-based solutions that enhance operational efficiency, predictive maintenance, work order optimization, and data-driven decision-making across client accounts. - Lead operational readiness and deployment support for AI-enabled tools and integrations, including requirements definition, pilot coordination, UAT participation, and change management for impacted account teams. - Maintain awareness of emerging AI capabilities relevant to FM operations (e.g., natural language work order processing, anomaly detection, intelligent scheduling) and contribute operational expertise to inform solution design and governance guardrails. Qualifications - Minimum 10 years of progressive experience in facilities management, IFM operations, CMMS/IWMS technology administration, or a closely related operational technology discipline. - Demonstrated track record as a recognized technical authority in Corrigo or comparable work order management and facilities technology platforms, with broad working knowledge of adjacent FM disciplines including operations management, procurement, and maintenance planning. - Prior experience in a technology governance, compliance, or solutions role within a multi-account or enterprise IFM environment. - Proven history of leading technology deployments, migrations, or pilot programs with measurable operational outcomes, including ownership of project strategy and execution across initiatives with notable risk and complexity. - Experience operating in a matrix or shared services environment with influence across functions without direct authority. Education - Bachelor's degree in Business Administration, Information Technology, Facilities Management, Operations Management, or a related field preferred. - Equivalent combination of education and directly applicable professional experience will be considered. Technical Competencies - Expert-level knowledge of Corrigo work order management platform; broad familiarity with complementary FM technology platforms (e.g., EAM, BMS, IoT integrations). - Proficiency in technology requirements documentation, UAT management, and release coordination. - Strong understanding of data governance frameworks, process compliance standards, and risk assessment methodologies in an FM/IFM context. - Experience with change management frameworks (e.g., Prosci/ADKAR, Kotter) and structured deployment methodologies. - Ability to produce high-quality written deliverables: SOPs, requirements documents, governance policies, test plans, and training materials. Preferred Qualifications - Experience supporting WPM or IFM transformation programs at scale within JLL or a comparable global services organization. - Familiarity with JLL's WPM service delivery model, account structure, and governance framework. - Background in MRO management, sourcing & procurement, or maintenance planning/scheduling — providing grounded understanding of technician and account operations workflows. - Project Management Professional (PMP) certification or equivalent training. - Lean, Six Sigma Green Belt or equivalent continuous improvement credential. - Exposure to or working knowledge of AI/ML technologies in an FM or operations context, including familiarity with use cases such as predictive maintenance, intelligent work order management, or NLP-driven service request processing. - Prior experience collaborating with global peers or operating in a regional/global role within a complex multi-country organization. Location Remote – Makati, Philippines