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About the Role

The Head of Operations - Property Delivery will drive the effective management and deployment of the Property Delivery team, incorporating Facilities Management (FM) and Surveying services within Property Management (PM) UK. This role is responsible for delivering services across a 275 million sq ft portfolio comprising 2,300 assets and reports to the COO, UK Property Management.

Responsibilities

• Establish and maintain best-in-class operational standards across all property delivery functions.
• Implement a comprehensive operational excellence framework with clear KPIs, performance metrics, and service level agreements for both FM and surveying services.
• Provide oversight to supporting functions delivering services to the UK PM business, including Health & Safety, Partner Performance & Optimisation (incl. procurement) and Service Charge.
• Leverage JLL's global operating platform and link in with wider REMS or global property management colleagues to develop processes and methodologies for consistent, high-quality service delivery.
• Support the implementation of the global technology stack for property management, providing thoughtful inputs and leading on local implementation and adoption.
• Establish clear monitoring arrangements over operational delivery, considering analytics, KPIs, spot-checks and feedback loops.
• Foster cross-functional collaboration between FM, surveying, and supporting functions for seamless service integration.
• Lead regular operational reviews with client teams, PDLs and clients to ensure alignment, address concerns proactively, and identify enhancement opportunities.
• Direct line management of a small central operations team to support delivery of improvements and consistent operational standards.
• Matrix management of senior members of the Property Delivery team to provide overall leadership to an integrated property delivery services team of approximately 550 people UK wide.
• Drive a culture of accountability, openness, and collaboration within the property delivery teams.
• Support the implementation of clear succession plans and talent management programs.
• Mentor, coach, and set strategy to ensure consistent high-quality service across all clients.
• Engage in relevant governance forums and promote involvement with industry bodies.
• Review and proactively manage resource levels across surveying and FM teams.
• Coordinate with Client Leads and Property Delivery Leads to optimise resource levels and talent skillset.
• Support the identification and recruitment of key talent, including a structured approach to early careers.
• Ensure cost-efficient structures are deployed, aligning resources to optimal numbers of clients.
• Create a centre of excellence for both surveying and facilities management services.
• Identify and implement best practices across both disciplines to meet current and future client demands.
• Act as a credible advocate for property delivery services internally and externally.
• Provide visibility of the team's budget and contribute to wider growth and efficiency programs.
• Oversee the financial performance of the property delivery teams, as well as supporting functions.
• Enable growth through the delivery of operational excellence, supporting client retention and targeting prospective clients.
• Work with relevant stakeholders to clearly define roles and responsibilities between surveying and FM communities.
• Review and redefine processes and procedures for interaction between surveying and FM teams.
• Build sustainability and ESG considerations into operational processes and service delivery models.
• Drive the PM strategy priorities and embed understanding throughout the property services business.
• Lead and develop a people-centric culture focused on delivering excellent client service.
• Lead the team in implementing the JLL goal setting and appraisal process.
• Champion diversity and inclusion initiatives within the team.
• Promote One JLL to ensure PM clients have access to all JLL products and services.
• Create succession plans and talent development strategies.
• Implement a proactive communication and engagement plan covering all aspects of property delivery and change activities.
• Regularly meet with key stakeholders in PM to ensure alignment and collaboration.
• Present thought leadership and training to colleagues, peers, and clients.

Requirements

• Extensive experience in either surveying, facilities management or customer experience within the real estate industry.
• Proven track record in delivering operational excellence and managing a business through transformational change.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Strategic thinking and business acumen.
• Proven track record in driving innovation and service improvement.
• Commercial mindset with experience in P&L management.

Skills

• Facilities Management (FM)
• Surveying
• Property Management (PM)
• Health & Safety
• Partner Performance & Optimisation
• Service Charge Management
• Global operating platform utilization
• Technology implementation and adoption
• Analytics
• KPI management
• Cross-functional collaboration
• Client relationship management
• Team leadership
• Talent management
• Mentoring
• Coaching
• Resource management
• Recruitment
• Financial management
• Budget management
• Business development
• Process improvement
• Sustainability and ESG integration
• People-centric culture development
• Performance management
• Diversity and inclusion
• Communication planning
• Stakeholder engagement
• Thought leadership
• Training delivery

Location

• On-site – London, GBR

Work Type

• On-site
• Full-time

Experience Level

• Extensive experience

Benefits

• Comprehensive Total Rewards program

About the Company

• JLL empowers employees to shape a brighter way forward by combining world-class services, advisory, and technology.
• JLL is a professional services and investment management firm specializing in real estate, helping organizations worldwide achieve their ambitions.
• JLL Real Estate Management Services (REMS) partners with leading organizations to create human-centric, resilient, and responsible work environments.
• REMS enables the world of work with over 87,000 specialists, improving workplace experiences, driving efficient operations, and helping clients achieve sustainability goals.
• REMS provides integrated services including Workplace Management, Project Management, Property Management, and Portfolio Services.
• REMS creates and manages safe and inspiring spaces globally for collaboration and innovation.
• REMS manages over 5 billion square feet of real estate and has averted over 120 million metric tons of CO2e.
• JLL offers a diverse, inclusive work environment.

Equal Opportunity

• 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.