Senior Manager, Service Delivery & Compliance

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Quality & Compliance Manager, Janitorial

Position Overview

The Janitorial Quality & Compliance Manager is a hands-on leadership role responsible for executing janitorial service standards across the portfolio. Reporting to the Director, SME - Janitorial, this position bridges enterprise strategy and site-level execution by delivering training to Facility Managers, conducting quality audits, and ensuring vendor performance compliance. This role requires a detail-oriented leader who drives operational excellence through direct engagement with site teams, vendors, and stakeholders while maintaining rigorous standards for quality, compliance, and cost control.

Objective of Role

The Janitorial Quality & Compliance Manager executes the janitorial service delivery framework established by the Director, SME - Janitorial. This leader ensures site teams have the training, tools, and support to effectively manage janitorial vendors. The role focuses on quality assurance through systematic auditing, KPI monitoring, contract compliance verification, and real-time problem resolution.

Key Responsibilities and Deliverables

Training Delivery & Site Team Development

• Design and deliver training programs for Facility Managers on contract governance, vendor management, quality inspections, escalation procedures, and invoice reconciliation
• Conduct onboarding for new Facility Managers and quarterly refresher sessions
• Develop training materials, SOPs, job aids, and reference guides
• Assess training effectiveness through competency evaluations and site visits

Quality Assurance & Audit Management

• Establish and execute comprehensive quality inspection audit programs across all properties
• Develop standardized inspection checklists and audit templates aligned with contract specifications
• Ensure vendors and Facility Managers complete regular quality audits per schedules
• Conduct independent site visits to verify service quality and contract compliance
• Analyze audit results, identify trends, and drive corrective action plans
• Implement digital inspection tools and maintain audit documentation

Performance Management & Vendor Accountability

• Monitor scope of work execution against contract specifications at every site
• Implement and track KPI compliance across all properties
• Build and maintain real-time performance dashboards
• Conduct monthly vendor business reviews and quarterly stakeholder performance reviews
• Enforce performance standards through scorecards and accountability mechanisms
• Manage vendor performance improvement plans when standards are not met
• Document trends and provide optimization recommendations

Contract Compliance & Financial Controls

• Verify vendors deliver services per contract terms, specifications, and frequencies
• Reconcile monthly billing against actual services, audit documentation, and service logs
• Review and approve change orders, extras, and tag work to prevent overcharging
• Identify and eliminate scope creep, duplication of services, or gaps
• Verify landlord performance under lease obligations where applicable
• Track janitorial supply inventory and spend at site level
• Audit invoices to identify billing discrepancies and implement billing controls

Operational Support & Problem Resolution

• Provide technical guidance to Facility Managers on day-to-day janitorial issues
• Serve as primary escalation point for vendor performance challenges
• Support RFP execution, vendor evaluations, and transition planning
• Implement technology solutions including robotics, sensors, and inspection apps at site level
• Conduct root cause analysis on recurring failures and implement preventive measures

Continuous Improvement

• Pilot new technologies and processes
• Gather feedback on program effectiveness and operational challenges
• Identify efficiency and cost reduction opportunities through data analysis
• Standardize procedures across properties to drive consistency

Required Qualifications, Skills, and Experience

Education & Certifications

• Bachelor's degree in Facilities Management, Business Administration, or related field
• Industry certifications preferred: ISSA CIMS, CIMS-GB, CMI, LEED AP

Experience

• 5-7 years in facilities management with direct janitorial operations responsibility
• Proven experience managing vendor relationships and enforcing contract compliance
• Track record conducting quality audits and performance assessments
• Experience designing and delivering training programs
• Multi-site or portfolio environment background
• Hands-on experience with janitorial technologies and inspection tools

Skills & Abilities

• Deep knowledge of janitorial operations, cleaning specifications, and contract management
• Proficiency in audit protocols, quality data analysis, and KPI tracking
• Excellent training delivery and stakeholder communication skills
• Strong analytical capabilities for spend analysis and performance reporting
• Proven vendor accountability and problem-solving abilities
• Technology proficiency with digital tools, inspection apps, and dashboards
• Meticulous attention to detail for compliance and documentation
• Travel flexibility

What's In It For You

• Direct operational impact on service quality across substantial portfolio
• Deep expertise development in vendor management and quality assurance
• Hands-on experience with cutting-edge janitorial technologies
• Cross-functional collaboration with diverse stakeholders
• Clear pathway to senior operational or strategic leadership roles
• Exposure to industry best practices and operational standards
• Support for professional certifications and skills development
• High-visibility role with measurable contribution to cost savings and quality improvement

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

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 may 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

• Early access to earned wages through Daily Pay

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'repursuing.

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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.

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Accepting applications on an ongoing basis until candidate identified.