Group Account Director

Primary Responsibilities

• Exceeding Client Expectations Across the Portfolio
• Create and execute comprehensive account plans for each client within the enterprise data center portfolio
• Align objectives across different contract structures and drive high-quality, consistent results
• Drive portfolio growth by articulating JLL's value proposition and identifying expansion opportunities through existing and new product/service offerings tailored to each client's data center operations
• Deep understanding of each client's data center strategy and infrastructure roadmap to position JLL as a strategic partner across the portfolio
• Navigate and optimize performance across varied contract models including integrated facility management agreements, technical services contracts, project-based engagements, managed services, and hybrid arrangements
• Participate in new business pursuits, representing the data center vertical and partnering with the solutions development team to develop best-in-class solutions
• Portfolio Performance Management
• Design and implement portfolio-wide performance tracking systems that provide real-time visibility into operational, financial, and client satisfaction metrics across all client accounts
• Establish standardized KPIs and benchmarks across the portfolio while accounting for client-specific requirements, contract variations, and performance drivers unique to different engagement models
• Generate regular portfolio performance reports and executive dashboards that synthesize data center operations, cost efficiency, service quality, and strategic initiatives across multiple clients
• Leverage data analytics to identify trends, optimization opportunities, and areas requiring intervention across the diverse client portfolio
• Compare performance across different contract models to identify best practices and inform future commercial structuring
• Product and Service Expansion
• Continuously assess the data center services landscape to identify new product offerings that address evolving client needs across the portfolio (e.g., edge computing support, liquid cooling infrastructure)
• Build business cases for service expansion that demonstrate ROI and align with each client's objectives around uptime, efficiency, capacity, and cost optimization
• Lead cross-functional teams to pilot, implement, and scale new offerings across the portfolio while ensuring operational readiness
• Identify cross-selling and upselling opportunities within existing client relationships, leveraging success stories from one account to drive expansion in others
• Adapt service offerings to fit various contract structures, from transactional project work to comprehensive managed services arrangements
• Internal Stakeholder Management
• Maintain strong alignment with JLL Work Dynamics leadership, account leadership, and corporate functions to ensure portfolio strategy supports broader organizational goals
• Coordinate effectively with JLL's engineering, project management, sustainability, technology, finance, and legal teams to deliver integrated solutions across the diverse client portfolio
• Serve as a voice of the data center portfolio within JLL, communicating client needs, market dynamics, and resource requirements to senior leadership
• Foster collaboration across internal business units to leverage JLL's full capabilities in support of portfolio objectives across different contract types
• Ensure seamless escalation pathways and issue resolution processes between account teams, clients, and corporate support functions
• Partner with commercial and legal teams to optimize contract structures, renewals, and amendments across the portfolio
• Collaborate with delivery and operations teams to ensure consistent service excellence regardless of contractual arrangement
• Risk Identification and Mitigation
• Proactively identify operational, financial, compliance, and reputational risks across the data center client portfolio and implement mitigation strategies
• Monitor contract compliance across diverse engagement models, ensuring adherence to terms, SLAs, and performance obligations specific to each client agreement
• Ensure business continuity planning, disaster recovery protocols, and crisis management procedures are established and tested for all client engagements
• Implement quality assurance programs and audit mechanisms to maintain consistent service delivery and identify potential issues before they escalate
• Building High Performance Teams
• Build actionable and measurable career development plans for all direct reports across the portfolio
• Foster a culture of knowledge sharing and operational excellence that elevates performance across the entire client portfolio
• Develop talent with the versatility to serve across different clients and adapt to various contract structures and service delivery models
• Achieving Financial Results and Contributing to Firm's Revenue Growth
• Present comprehensive annual account plans that include strategic objectives for each client, client satisfaction results, value-add activities, portfolio-wide expansion targets, and financial projections
• Generate additional revenue through identification and execution of service expansion, scope enhancement, and organic growth opportunities across the client portfolio
• Drive margin improvement through operational efficiencies, standardization of best practices, strategic resource deployment, and optimal contract structuring
• Balance financial performance across different contract models, maximizing profitability in cost-plus arrangements while managing risk in fixed-price engagements

Requirements

• Seasoned leader with 10+ years of Facility Management and Commercial Real Estate executive leadership experience, with demonstrated multi-client account management experience
• Extensive experience managing multiple client relationships simultaneously, including accounts with different contract structures (e.g., IFM agreements, technical services, project delivery, managed services, time-and-materials, fixed-price, cost-plus, and hybrid models)
• Track record of hiring, training, and retaining large teams (100+) of specialized talent serving multiple clients in complex service environments
• Demonstrated management of complex portfolio budgets ($50M+ preferred) across multiple clients with proven financial stewardship and revenue growth achievement
• Strong background in portfolio performance management including development of KPI frameworks, reporting systems, and executive dashboards across diverse client organizations
• Experience identifying and implementing new product and service offerings that drive portfolio expansion and client value across different contractual arrangements
• Demonstrated ability to manage internal stakeholder relationships across matrixed organizations and align cross-functional teams toward portfolio objectives
• Proven risk management capabilities including identification, assessment, and mitigation of operational and financial risks across multi-client operations and varied contract types