Account Manager

Overall Role

To achieve excellence in preventative and reactive maintenance programs incorporating industry best practice, innovative maintenance techniques and statutory and contractual compliance. Oversee the strategic management and control of all plant, mechanical and electrical systems across the data centre operation and coordinate remedial action with the Engineering and Site Management Teams in the event of business critical failures.

To provide strategic leadership and direction to multi-skilled Engineering Operations teams, including DC Site Managers and DC Engineering Managers, made up of directly employed staff and appointed vendors. Ensure that all staff and vendors employed within the client's facilities strictly adhere to client and JLL's policies and procedures.

Act as the primary point of escalation for critical failures and client interface, assisting technical teams to make safe, identify, analyse, rectify and report improvements. Drive the maintenance strategy, lifecycle planning, and continuous improvement initiatives across the account. Reports to the Group Account Director (GAD).

Major Responsibilities

Client Management & Reporting

• Manage and own client relationship at the account level, serving as the primary client contact
• Manage all client-related reporting: weekly, monthly, and quarterly performance reports
• Manage and ensure achievement of client SLA and KPI performance requirements
• Coordinate and lead regular client review meetings and strategic planning sessions
• Develop and implement corrective action plans when performance falls below expectations

Team Leadership & Management

• Provide strategic direction and leadership to DC Site Managers and DC Engineering Managers
• Oversee the site operations teams, including effective hiring, motivation, development, training and discipline of the site operation and maintenance organization
• Supervise multi-skilled Engineering Operations teams made up of directly employed staff and appointed vendors
• Ensure adequate staffing levels and resource allocation across all shifts and operational areas
• Conduct performance reviews and implement professional development plans for direct reports

Strategic Operations & Maintenance Management

• Develop and manage the overall maintenance strategy and lifecycle maintenance planning
• Initiate and manage site reviews, including maintenance standards, equipment replacement, security, change control, single points of failure, Tier adherence and operational risk
• Monitor workload and resources against KPI and budget constraints whilst ensuring maximum up-time
• Ensure delivery of planned and reactive activities utilizing the CMMS platform within financial operating targets
• Plan, assign and coordinate planned and reactive maintenance activities across the account
• Drive innovation in maintenance techniques and implementation of industry best practices

Technical & Engineering Oversight

• Provide expert advice and consultation on facilities engineering matters to operate the client's facilities effectively
• Oversee all site repair and maintenance carried out by subcontractors to ensure work completion, quality and compliance with specification and ordinance requirements
• Act as point of escalation for critical incidents and business-critical failures

Ÿ Coordinate the remedial action in the event of critical incidents with Engineering and Site Management teams

• Ensure the implementation of safe systems for all on-site activities
• Conduct regular facility inspections focusing on energy conservation, maintenance practices, utility management and risk management procedures

Vendor & Contractor Management

• Monitor, measure and report upon the performance of all specialist contractors against agreed contractual budgets and standards
• Coordinate periodic meetings with contractors, specialist vendors and suppliers to ensure required standards are established and maintained
• Develop corrective action plans when contractor performance falls below expectations
• Ensure all vendors strictly adhere to client and JLL policies and procedures

Asset Management & Documentation

• Coordinate and maintain the site asset database with regular updates in accordance with CMMS requirements
• Ensure that maintenance documentation meets required standards and sufficient information is provided to operate an effective asset management regiment
• Ensure asset information is maintained and changes are updated within the CMMS
• Oversee equipment operational procedures documentation, including emergency procedures and requirements

Compliance & Safety

• Assist and support the client with statutory compliance requirements and certifications for the site
• Ensure compliance with statutory regulations on fire, health and safety standards
• Ensure all safety procedures, including Crisis Management, Business Continuity and Emergency Procedures are maintained at all times
• Ensure site operations, including incident management and escalation, are conducted in accordance with approved Client/JLL procedures

Training & Development

• Provide and coordinate training to on-site teams on equipment operational procedures, including emergency procedures and requirements
• Implement professional development programs for engineering staff
• Ensure knowledge transfer and succession planning across the team

Additional Responsibilities

• Perform additional tasks as required by the GAD
• Drive continuous improvement initiatives across the account
• Participate in strategic planning and business development activities

Ideal Experience

Qualifications & Experience

• Tertiary qualifications in a mechanical, electrical or operational engineering discipline

Ÿ 8-10 years of relevant experience in engineering or construction services within critical facilities

• 3-5 years' experience in the operation of electrical and mechanical services in Tier III or equivalent data centre or critical facility
• Proven experience in account management and client relationship management
• Critical environment experience within hyper-scale sized site or operation
• Demonstrated experience with continuous improvement initiatives, client relationship management and preparation of comprehensive reports
• Experience managing multi-site operations or large-scale data centre accounts (preferred)

The person we need will be:

Essential Attributes

• Bilingual capability: Fluent communication in both English and Japanese
• Strong leadership presence: Confident, clear and comfortable in communicating with excellent presentation skills at executive level
• Client-focused: Exceptional interpersonal skills with ability to build and maintain strong relationships with diverse client and vendor stakeholders
• Self-driven: Self-motivated, confident and energetic with strong initiative
• Strategic thinker: Ability to balance strategic oversight with operational execution Adaptable: Flexible and able to rapidly adapt to changing situations and priorities Resilient: Ability to effectively manage and thrive in high-pressure, stressful situations
• Organized: Ability to work across multiple, matrix reporting environments and prioritize activities effectively
• Results-oriented: Strongly goal-oriented with proven ability to focus on meeting and exceeding performance targets
• Collaborative: Skilled at leading cross-functional teams and fostering a culture of collaboration