Vendor Service Manager

Vendor Service Manager - JLL What this job involves: The Vendor Service Manager is responsible for overseeing all third‑party service providers supporting facilities operations at the Amgen Ohio site. This role ensures full service‑agreement compliance, manages vendor performance, conducts quality audits, and drives communication alignment across stakeholders.

In addition to vendor oversight, the Vendor Service Manager provides leadership for Workplace Experience (Wx) functions, including coordination of onsite experience activities, communication, event support, space needs, and customer-facing service delivery.

This position requires strong relationship management, operational discipline, and the ability to support both vendor performance and workplace experience initiatives in a fast‑paced, regulated environment.

A hospitality mindset is fundamental to delivering exceptional workplace experiences for our client. We seek candidates who excel in collaborative environments, communicate effectively with diverse stakeholders, manage multiple priorities simultaneously, maintain high standards of accuracy, and adapt quickly to resolve challenges. What your day-to-day will look like:

• Serve as the primary liaison between JLL, the client, and third‑party vendors delivering facility and hard‑service support.
• Maintain deep understanding of Vendor Service Agreements, Scopes of Work, KPIs, and SLAs.
• Lead contract updates, change requests, and alignment of service scopes with operational needs.
• Ensure all vendor activities comply with GMP, EHS, and quality requirements.
• Conduct Quality Audits to verify adherence to Service Agreements, SOPs, safety requirements, and applicable regulations.
• Document findings, corrective actions, and follow‑up activities and present these to key stakeholders.
• Lead Vendor Qualification processes and ensure providers meet required training, certifications, and compliance standards.
• Maintain documentation integrity and readiness for audits, inspections, and regulatory reviews.
• Provide leadership and oversight of Workplace Experience activities, including customer-facing service support and site engagement.
• Support onsite experience programs such as onboarding coordination, communication boards, visitor host support, space readiness, and hospitality touchpoints.
• Oversee room readiness, event coordination support, site communications, and general workplace engagement activities.
• Partner with Facilities Operations to ensure work environments are clean, safe, welcoming, and operationally ready for occupants.
• Maintain strong relationships with building occupants and support resolution of workplace experience issues or service needs.
• Ensure service providers support the desired workplace experience through consistent service delivery, professionalism, and customer service excellence.
• Drive communication and operational alignment across Facilities Operations, Sourcing, EHSS, Engineering, Quality, and Finance.
• Address vendor‑related issues independently, developing effective solutions and achieving timely resolution.
• Monitor daily vendor activity and ensure work is completed safely, accurately, and in accordance with approved procedures.
• Represent JLL during facility walk-throughs, compliance checks, and operational reviews.
• Track and report KPIs, SLAs, performance trends, audit results, and vendor scorecard metrics.
• Identify cost-saving opportunities, service improvements, and operational optimization initiatives.
• Maintain process documentation and workflows, ensuring clarity of responsibilities and consistent execution.
• Support reporting deliverables including daily weekly, monthly, and annual summaries.
• Promote a strong culture of safety across vendors and Workplace Experience operations.
• Identify hazards, ensure remediation actions are taken, and reinforce compliance with safety practices.
• Ensure required safety permits, training, and PPE requirements are incorporated into vendor-managed work.
• Ensure vendor work is properly documented in Maximo, including work order creation, scheduling, execution, and closeout.
• Validate accuracy of work order data, attachments, and completion notes to maintain data integrity.
• Partner with planners, schedulers, and technicians to coordinate work order prioritization and execution.

Required Qualifications:

• Experience managing vendors, service contracts, or third‑party suppliers in facilities or operational environments.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building skills with diverse stakeholders.
• Proficiency with MS Outlook and Excel; ability to quickly learn new digital tools.
• Ability to navigate fast‑paced environments and manage multiple operational responsibilities simultaneously.
• Ability to read and interpret documents, SOPs, and facility procedures.

Preferred Qualifications:

• Experience in GMP or GxP‑regulated environments.
• Experience with CMMS (Maximo preferred).
• Prior exposure to Workplace Experience or hospitality support roles.
• Knowledge of building systems or facility operations.

Competencies

• Strong communication and customer service orientation
• Excellent organization and documentation accuracy
• Ability to influence vendor performance without direct authority
• Proactive problem-solving and issue resolution
• Collaborative mindset across multiple functional groups
• Commitment to safety, compliance, and high service standards
• Ability to lift up to 50 lbs. and safely access various areas of the facility
• Customer-focused with a record of high-quality service delivery

Hiring Notes / Additional Information

• This is a fully onsite role supporting a highly regulated, essential facility operation.
• May require occasional support during off-hours, events, shutdowns, or urgent vendor situations.
• Ideal for candidates with both vendor management and workplace experience/customer service backgrounds.

Location: Onsite - New Albany, OH

Salary/ Comp: $73,500 -$106,700 annually

At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.