Account Manager - Facilities and Services Management

Account Mananger

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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 people and empowering them to thrive, 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.   

Account Manager – Facilities & Services Management

The Account Manager is responsible for managing comprehensive facilities services delivery, including soft services and Food & Beverage operations, while ensuring seamless coordination with technical service providers. This role serves as the primary client interface for service excellence, contract compliance, governance, and strategic account management.

Key Responsibilities

Soft Services & F&B Operations Oversee day-to-day delivery of soft services including housekeeping, landscaping, pest control, waste management, and security services. Manage Food & Beverage operations ensuring quality standards, hygiene compliance, menu planning, and guest satisfaction. Monitor service quality through regular audits and client feedback mechanisms. Ensure all services align with contracted SLAs and client expectations.

Technical Services Coordination Coordinate with technical service providers for HVAC, electrical, plumbing, fire safety, and building automation systems. Serve as liaison between client operations teams and technical vendors. Facilitate planned preventive maintenance schedules and ensure minimal disruption to business operations. Track completion of technical work orders and ensure quality of execution.

KPI Monitoring & Reporting Establish, track, and report on Key Performance Indicators across all service lines. Develop comprehensive dashboards for real-time performance visibility. Analyze trends, identify areas of improvement, and implement corrective action plans. Ensure consistent achievement of contractual performance standards.

Monthly Management Reviews (MMR) Prepare and conduct structured Monthly Management Reviews with clients and service delivery teams. Present performance data, highlight achievements, address concerns, and discuss improvement initiatives. Document action items and ensure timely closure of commitments.

Quarterly Business Reviews (QBR) Organize and facilitate comprehensive Quarterly Business Reviews with senior stakeholders. Provide strategic insights on service performance, cost optimization opportunities, and value-added initiatives. Present annual trends, benchmark performance, and propose service enhancements. Build and maintain strong executive-level client relationships.

Purchase Order (PO) Management Coordinate PO creation, approval workflows, and tracking for all services and materials. Ensure accurate PO values align with contracted rates and approved budgets. Maintain PO registers and provide visibility on committed spend. Manage PO amendments and closures in accordance with procurement policies.

Invoice Processing & Management Oversee timely and accurate invoice generation for all services delivered. Verify invoice accuracy against work completed, POs, and contract terms. Coordinate with finance teams to resolve billing queries and ensure prompt payment processing. Maintain comprehensive invoice tracking and aging reports.

Annual Maintenance Contract (AMC) Management Manage renewal cycles for all AMCs including technical equipment, soft services, and specialty contracts. Negotiate terms, pricing, and scope with vendors to ensure competitive rates and comprehensive coverage. Ensure timely contract execution to avoid service disruptions. Maintain AMC database with renewal dates, coverage details, and vendor contacts.

Escalation Management Serve as primary escalation point for service failures, client complaints, and operational issues. Implement structured escalation protocols ensuring rapid response and resolution. Conduct root cause analysis for recurring issues and implement preventive measures. Maintain escalation logs and communicate resolutions to all stakeholders.

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Team Training Design and deliver comprehensive training programs for service delivery teams covering technical skills, safety protocols, client service standards, and soft skills. Conduct regular training needs assessments to identify skill gaps. Organize vendor training sessions and certifications as required. Maintain training records and track competency development.

Team Evaluation Conduct regular performance evaluations for direct reports and extended service teams. Establish clear performance objectives aligned with account goals. Provide constructive feedback, coaching, and mentorship to drive individual and team excellence. Implement performance improvement plans where necessary and recognize high performers.

Required Qualifications

Education: Bachelor's degree in Facilities Management, Business Administration, Hospitality Management, or related field

Experience: 7-9 years in facilities management, account management, or integrated services delivery with at least 2 years in a client-facing leadership role

Technical Knowledge: Understanding of soft services operations, F&B management, building technical systems, and facility maintenance practices

Skills:

• Strong relationship management and stakeholder engagement capabilities
• Excellent analytical skills with proficiency in performance reporting and data analysis
• Financial acumen including budget management and cost control
• Proficient in MS Office Suite, facility management software, and reporting tools
• Outstanding communication and presentation skills
• Problem-solving mindset with ability to manage multiple priorities
• Leadership qualities with proven team development experience

Location:

On-site –Mumbai, MH

Scheduled Weekly Hours:

48

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

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're pursuing.

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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.