EMEA Ticket Management Performance Manager

JLL supports the Whole You, personally and professionally
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What this job involves:
We are seeking a skilled and motivated Ticket Management Performance Manager to drive excellence in our ticket management operations, primarily focused in EMEA. This role will be instrumental in enhancing team performance, developing training programs, and ensuring consistent, high-quality service delivery across our ticket management function.

What your day-to-day will look like:
Performance Management:

• Develop and implement performance metrics and KPIs for ticket management teams
• Regularly analyze performance data to identify trends and areas for improvement
• Collaborate with resolver group leaders to set performance targets and create improvement plans
• Conduct periodic performance reviews and provide constructive feedback

Training and Development:

• Design, develop, and deliver comprehensive training programs for new and existing teams related to ticket management
• Create and maintain up-to-date training materials, including manuals, guides, and e-learning modules
• Identify skill gaps and implement targeted training initiatives to address them

Quality Assurance:

• Conduct regular audits of ticket resolutions to ensure adherence to standards and procedures and quality meets customer expectations
• Develop and maintain quality assurance guidelines and scorecards
• Collaborate with insight teams to understand and address response quality issues

Process Improvement:

• Collaborate with the Global Ticket Management Program Manager, Global Help Desk and other stakeholders to identify and implement process improvements
• Gather feedback from team members and stakeholders to inform process enhancements
• Assist in the documentation and standardization of best practices

Reporting and Analytics:

• Generate regular reports on ticket management performance for senior management
• Utilize dashboards and perform data analytics to provide insights and drive decision-making
• Create and distribute daily, weekly, and monthly performance reports to relevant stakeholders
• Prepare and present business reviews (weekly, monthly, quarterly) highlighting key metrics, trends, and improvement initiatives

Communication and Stakeholder Management:

• Collaborate with regional facility management and other stakeholder teams to streamline and standardize workflows, tools, and best practices
• Provide guidance and mentorship to Global Help Desk to improve their technical and ticket support responsibilities
• Develop and implement globally consistent training programs for new and existing resolver groups to ensure they are equipped to effectively manage tickets
• Serve as the primary liaison between Global Help Desk functions and regional operations teams

Change Management and Communication:

• Develop communication plans for new processes, tools, or organizational changes affecting ticket manage
• Ensure clear and timely communication of changes to all relevant stakeholders
• Gather feedback from team members and end-users on implemented changes and report on their impact

Technology Management:

• Provide feedback on dashboard enhancements & improvements.
• Understand ticket management systems, structures and integrations; ensuring business processes are effectively connected

Required Skills and Experience:
Essential:

• 7+ years of experience in facilities management or help desk operations, with a focus on global process standardization
• Bachelor's degree in Business, Facilities Management, or related field (or equivalent work experience)
• Proven track record in developing and implementing standardized processes across multiple regions
• Expert in client relationship management and stakeholder communication at all levels
• Proficient in data analysis and performance metric development for global operations
• Deep understanding of facilities and help desk operations, including ticketing systems and SLAs
• Strong problem-solving skills with a history of driving process improvement

Desired:

• Experience in training and mentoring global teams
• Familiarity with cutting-edge facilities management technologies and maintenance practices
• Previous involvement in organizational transformation projects
• Certification in ITIL, Six Sigma, or relevant field
• Experience in ticket categorization and routing optimization

Key Attributes:

• Excellent communication and interpersonal skills
• Adaptability to fast-paced, changing environments
• Strategic thinker with a global mindset
• Results-driven with a passion for continuous improvement

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

Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

Some of these benefits, include:

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Flexible and Remote Work Arrangements may be available

About JLL –
We're JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honoured to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued, and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences, and perspectives help us think bigger, spark innovation, and succeed together.