Implementation Manager (m / f / d)

Client Onboarding Experience Team (COET) | Implementation Manager

Our people at JLL and JLL Technologies 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.

The Client Onboarding Experience Team (COET) is currently seeking a highly skilled and detail-oriented Senior Implementation Manager to join our dynamic Global Implementation Team. The Senior Implementation Manager will be responsible for leading projects and programs across multiple business units, locations, and geographies. Based on defined business needs, this role will create and deliver strategies and plans to evaluate and implement innovative programs using data-driven insights to improve productivity, efficiency, and user satisfaction. Additionally, this role will oversee global projects focused on digitization / automation and / or centralization for Work Dynamics. The Senior Director, Implementation Manager will contribute a strategic perspective, possess the ability to see the big picture, and demonstrate expertise in initiating change to drive global standard processes.

In this critical role, the Senior Implementation Manager is tasked with executing new business transitions, account expansions, and account demobilizations. Working collaboratively with clients, Sales, Commercial, and other JLL Workstreams, the Senior Implementation Manager provides comprehensive Transition project management services encompassing all aspects of delivery. This ensures a seamless onboarding experience to JLL while effectively managing budget, scope, schedule, communications, and change. The Senior Implementation Manager is expected to handle multiple projects simultaneously and act as a strong change leader for significant Client Transitions. Furthermore, this role emphasizes the importance of teamwork and collaboration in meeting the key performance indicators specified in the contract.

Role Requirements : Transition :

• Overall management of the client transition project for clients.
• Use of the standard transition tools to effectively manage a transition and optimize client experience.
• Management of a transition plan to ensure it is in line with agreed upon client expectations.
• Coordination of and collaboration with Workstream leads to identify key tasks to transition (e.g., HR, Sourcing, JLLT, Finance, Commercial, Business Technology).
• Ensure all workstream leads actively participate during Transition and provide required information timely.
• Ensure the completion of all data templates.
• Clearly define and align transition scope relative to contractual documents, escalating scope differences or change requests appropriately.
• Monitor the progress toward the implementation date and escalate as required to stay on schedule.
• Ensure an effective handover from Transition to the account team.
• Apply agreed upon key protocols for the project (communications, meetings, etc.).
• Clarify and communicate project objectives including detailed understanding of client expectations, status of deliverables, and success criteria.

Constantly and proactively communicate to all Key Stakeholders throughout the Transition project.

Ask probing questions to identify risk and, working with appropriate JLL Account, Platform, Workstream, and client resources, develop timely mitigation plans.

Lead Transition meetings and facilitate progress, issue, and risk identification.

Support solutioning and yellow pads as required.

Effectively monitor and manage the transition budget.

Participate in Client Presentations as required.

Stabilization :

Partner with Success leader and workstream leads, 1-3 months post Go-live to perform account basics such as putting vendors under long form contracts, running invoices and variance reports, running dashboards with real data.

Optimization :

Provide hyper-support and remain engaged along with team members for key services for 2-3 months post-stabilization.

PMO :

Collaborate closely with other implementation Managers and PMO team to identify and implement industry-leading processes for transition and program management.

Key Performance Measures :

Capabilities :

Experience & Qualifications :

Location : Remote Berlin, DEU, Frankfurt