IFM Program Lead – Food Services

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We are looking for an IFM Program Lead - Food Services for our Integrated Facility Management business line.

About JLL

We're JLL. We're a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate.

If you're looking to step up your career, JLL is the perfect professional home. At JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You'll also make long-lasting professional connections through sharing different perspectives, and you'll be inspired by the best. We're focused on opportunity and want to help you make the most of yours. Achieve your ambitions - join us at JLL!

Role Purpose: The IFM Program Lead - Food Services EMEA is responsible for driving operational excellence and standardization across all food service operations within EMEA's workplace portfolio. This role will lead the tactical implementation of food service strategies, manage vendor relationships, and ensure consistent service delivery across 30+ locations in 12 countries. The position is accountable for improving customer satisfaction scores, driving operational efficiency, and supporting the journey toward zero subsidy operations while maintaining high-quality food services across all locations.

What this job involves:

Program Leadership & Service Delivery

Lead day-to-day management of food services across 30+ EMEA locations
Direct management of regional Food Services Managers + Program manager
Drive operational excellence and consistency across all food service venues
Implement and maintain food safety and quality standards
Oversee operations of cafeterias, micro-kitchens, coffee bars, and vending services

Vendor Management & Performance

Coordinate with vendors across multiple countries
Monitor and manage service level agreements
Ensure compliance with local regulations and Amazon standards
Drive vendor performance improvement initiatives
Support vendor sourcing and transition processes

Customer Experience & Quality

Drive CSAT/WES improvement initiatives (current 33.4% to target 40.3%)
Manage customer feedback and resolution processes
Implement MVE standards across all food venues
Enhance customer communication and engagement
Support continuous improvement of service delivery

Financial Management

Support zero subsidy initiatives through operational efficiency
Manage operational budgets and P&L responsibilities
Monitor and optimize venue performance metrics
Drive cost optimization while maintaining service quality
Support financial reporting and analysis

Program Implementation

Execute food service transformation initiatives
Implement new food concepts and service models
Roll out standardized operating procedures
Coordinate new venue openings and service launches
Support innovation in food service delivery

Stakeholder Management

Collaborate with Amazon Food Services Strategy Lead
Partner with regional facility teams
Manage vendor relationships and performance
Coordinate with other workplace experience programs

Engage with internal and external stakeholders

Sound like you? To apply you need to have:

Essential Experience

Minimum 8 years' experience in corporate food service operations
Proven track record in multi-site food service management
Experience managing large-scale vendor relationships
Strong background in P&L management and financial analysis
Demonstrated success in improving customer satisfaction metrics
Experience in implementing standardized operating procedures
Knowledge of food safety regulations and compliance requirements

Technical Competence

Understanding of food service operations and delivery models
Knowledge of contract management and vendor relations
Proficiency in financial management and analysis
Understanding of workplace experience metrics
Familiarity with food service technology platforms

Leadership & Personal Qualities

Strong leadership skills with ability to manage remote teams
Excellent stakeholder management capabilities
Problem-solving and strategic thinking abilities
Strong analytical and decision-making skills
Excellent communication and presentation skills
Ability to work in matrix organization structure
Change management experience
Cultural awareness and international business experience

Qualifications

Bachelor's degree in Hospitality Management, Business Administration or related field or relative experience level.
Professional certifications in food service management (advantageous)
Fluent in English; additional European languages beneficial

What you can expect from us

You'll join an entrepreneurial, inclusive culture. One where we succeed together - across the desk and around the globe. Where like-minded people work naturally together to achieve great things.

Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay. We'll offer you a competitive salary and benefits package.

Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where JLL can take you...

Location:

On-site -London, GBR

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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