Operations Director

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Operations Director - Critical Environments

Position Summary

Lead and manage all aspects of mission-critical data center operations including client service, team management, financial performance, and technical operations. Own client relationships and ensure service delivery meets performance standards while driving financial success of assigned portfolio in accordance with JLL's global data center service delivery model.

Key Responsibilities

Operations & Maintenance Oversee daily operations, maintenance, and performance of critical infrastructure (UPS, generators, cooling) in leased data centers, utilizing Corrigo's work order management system to track preventive maintenance schedules, manage vendor relationships, and ensure optimal asset performance across JLL's global data center portfolio.

Availability & Incident Management

Maximize uptime and reduce high-impact incidents by leveraging JLL's operational playbooks and standardized escalation procedures. Lead Root Cause Analyses (RCA) for critical failures, documenting findings in Corrigo and sharing insights across JLL's data center network to prevent recurring issues and continuously improve reliability metrics. Effectively manage communications across regions during critical emergencies.

Client Management & Performance

Own operational client relationships and ensure total contract compliance with all performance specifications including quantitative cost savings and qualitative customer service requirements. Manage client reporting, maintain interface with Corporate Real Estate personnel, and ensure fixed, variable, and incentive compensation targets are achieved relative to performance plans and KPI objectives.

Compliance & Policy

Ensure strict adherence to JLL's data center operational standards, client SLAs, safety protocols, security requirements, and budget parameters. Maintain compliance with industry certifications and regulatory requirements while supporting JLL's commitment to delivering best-in-class critical facility management services. Ensure all properties operate according to local, state, national, and client-specific requirements.

Program & Project Management

Manage strategic programs supporting JLL's data center growth initiatives, including new facility delivery, technology implementations, and operational optimization projects. Lead compliance audits and verification processes, coordinating with JLL's global engineering teams and utilizing established project management methodologies from operational playbooks. Provide oversight for critical infrastructure project development, commissioning, and close-out processes.

Collaboration & Relationship Building

Build and maintain strong relationships with landlord partners, JLL engineering groups, regional operations teams, and client stakeholders. Actively participate in JLL's knowledge sharing networks, contributing to best practice development and supporting the continuous improvement of global data center service delivery model.

Team Leadership & Development

Lead and develop assigned teams, ensuring service delivery within established standards. Manage succession planning, onboarding processes, and effectively utilize suppliers and