Head ofOperations -Property Delivery;UKProperty Management

About JLL

We'reJLL, a professional services and investment management firm specializing in real estate. We help organisations worldwide achieve their ambitions by owning, occupying, and investing in real estate

JLL Real Estate Management Services (REMS) partners with leading organisations across industry sectors, creating environments that achieve a more human-centric,resilientand responsible approach to shaping a better world of work. With more than 87,000 local and global specialists, the team enables the world of work, serving occupiers and investors of real estate. We improve workplace experiences, drive efficientoperationsand help our clients achieve their sustainability goals. We provide integrated services, including Workplace Management, Project Management, Property Management and Portfolio Services. Through technology enabled solutions, REMS creates and manages safe and inspiring spaces around the world for people to collaborate, innovate and drive meaningful change anywhere that work is performed. REMS manages over 5 billion square feet of real estate and has averted more than 120 million metric tons of CO2e by advising clients on renewable energy projects. For more information https://www.jll.com/en-us/services/operations-management

Role Purpose

The Head ofOperations -Property Delivery willbe responsible for driving the effective management and deployment of thePropertyDelivery team, incorporating Facilities Management (FM) and Surveyingserviceswithin Property Management (PM) UK, and the delivery of services across a275msqftportfolioconsistingof 2,300 assets

The role reports to the COO, UK Property Management and would be a member of the Property Management Leadership Team.This role will work closely with the COO, UK Property Management and the Head of Clients, UK Property Management to drive high performance and consistency acrossall ofourproperty delivery activity.

The role willbe responsible forensuring systematic knowledge sharing and best practice exchange across the respectiveproperty delivery teams for each Client. This will involve close collaboration and co-ordination of the Property Delivery Leadsfor each Client.

The role will spearhead change management initiativesincluding both technology and process changethat fostersgreater cultural and service standard alignment between IFM andSurveyingteams while delivering a step change in customer centricity across all service lines. 

Success in this position will beseen through a consistent property service delivery that caters for specific clientexpectations butfostersconsistency and best practice across our entire client base, reducing the risk of operational silos.

Critical Priority:Operational Excellence

Establish andmaintainbest-in-class operational standards across all propertydeliveryfunctions.

Implement a comprehensive operational excellence framework with clear KPIs, performance metrics, and service level agreements for both FM and surveyingservicesThis will include consideration of client specific requirements but is intended to raise the overall performance level for the whole of property delivery.

Provide oversight to supporting functions delivering services to the UK PM business, including Health & Safety,Partner Performance& Optimisation(incl. procurement)andService Charge,

LeveragingJLL's global operating platformand linking in withwider REMS or global property management colleagues, develop processes and methodologies to ensure consistent, high quality,service delivery whilemaintainingflexibility for client-specific requirements.

Support theimplementation of the global technology stack for property management, providing thoughtful inputs and leading onlocal implementationand adoption.

Establishclear monitoring arrangements over operational delivery, considering analytics, KPIs, spot-checks andfeedback loops tomaintainexceptional service standards.

Foster cross-functional collaboration between FM, surveying, and supportingfunctions to create seamless service integration.

Lead regular operational reviews with clientteams, PDLsand clients(ifappropriate)to ensure alignment, address concerns proactively, andidentifyenhancement opportunities.

Key Responsibilities:

Leadership and Team Management:

• Direct line management ofa small centraloperationsteam to support delivery of improvements and consistent operational standardsacross the property delivery teams.

• Matrix management ofsenior members of thePropertyDelivery team(aligned to specific clients) to provide overall leadership toan integrated propertydeliveryservices team of approximately 550 people UK wideincludingsurveying,FMand destination teams

• Drive a culture of accountability, openness, and collaboration within the propertydelivery teams

• Support the implementation of clear succession plans and talent management programsacross theteams.

• Mentor, coach, and set strategy to ensure consistent high-quality service across all clients.

• Engage in relevant governance forums as necessary and promote involvement with industry bodies.

Resource Management and Deployment:

• Review and proactively manage resource levels across surveying and FM teams.

• Coordinate with Client Leadsand Property Delivery Leadsto optimise level of resource and ensure the right skillset of talent to meet specific clientand financialneeds.

• Support the identification and recruitment of key talent into the business, including a structured approach to early careers (incl. Graduates and Apprentices)

• Ensure cost-efficient structures are deployed, aligning resources tooptimalnumbers of clients.

Service Development and Innovation:

• Create a centre of excellence for both surveying and facilities management services.

• Identifyand implement best practices across both disciplines to meet current and future client demands.

• Act as a credible advocate for propertydeliveryservices internally and externally.

Financial Management:

• Provide visibility of theteam's budget and contribute to widergrowth andefficiency programsacross the surveying and FM team operations, supporting recoverability of feeswhereappropriate

• Oversee the financial performance of the property delivery teams, as well as the supporting functions (incl. H&S,PPOand Service Charge).

Business Development:

• Enable growth through the delivery of operational excellence, supporting retention of clients and creating a clear narrative to support targeting of prospective clients.

Process Integration and Improvement:

• Work with relevant stakeholders to clearly define roles and responsibilities between surveying and FM communities, includingthe development ofstakeholder analysis,RACIchartsand handover protocols.

• Review and redefine processes and procedures for interaction between surveying and FM teamsand,supported by the Transformation teams,developend-to-end process mapping, standardised data protocols,technology integrationstrategiesanda continuous improvement framework

• Build sustainability and ESG considerations into operational processes and service delivery models.

People and Culture:

• Drive thePMstrategy 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 inimplementingthe JLL goal setting and appraisal process,incorporating robust performance management and optimisationmethodologies

• Champion diversity and inclusion initiatives within the team.

• Promote One JLL to ensurePMclients have access to all JLL products and services and thatPMservices are promoted to other divisions.

• Create succession plans and talent development strategies.

Communication and Engagement:

• Implement aproactivecommunication and engagement plan covering all aspects of propertydeliveryand changeactivities

• Regularly meetwith key stakeholders in PM to ensure alignment and collaboration.

• Present thought leadership and training to colleagues, peers, and clients.

Qualifications and Skills:

• Extensive experience in either surveying, facilitiesmanagementor customer experience within the real estate industry.

• A proventrack recordin 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.

• Proventrack recordin driving innovation and service improvement.

• Commercial mindset with experience in P&L management.

JLL offers a diverse, inclusive work environment and a comprehensive Total Rewards program. Join us to develop your strengths and enjoy a fulfilling career full of varied experiences.