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Contract Delivery Manager
Job Location: JLL CRE – Central London – UK Wide account
Responsible To: Account Manager / Account Director
Purpose
To provide a high-quality, compliant, and customer-focused technical service across the UK CRE portfolio. The Contract Delivery Manager will ensure the efficient and effective delivery of engineering and maintenance services in line with agreed budgets, contractual obligations, and service specifications. The role is responsible for monitoring and reporting on operational performance, financial performance, compliance, and service quality whilst driving innovation and continuous improvement throughout the contract.
Main Duties And Responsibilities
Customer Liaison
- Lead the maintenance management function across the portfolio, providing clear information on service plans, asset performance, and maintenance records.
- Support effective communication across the contract and act as the operational lead for all maintenance-related activities.
- Demonstrate a responsive, proactive, and customer-focused approach to JLL CRE stakeholders and end users.
- Ensure prompt, professional, and effective responses to client requests and operational issues.
- Ensure compliance with all contractual obligations, service specifications, and client requirements.
- Prepare and present monthly reports to clients and internal stakeholders in the agreed format.
- Develop and maintain strong working relationships with clients, occupiers, suppliers, and key stakeholders.
- Supporting the wider team with a "one team ethos"
Health, Safety and Environmental
- Ensure compliance with all JLL and company Health, Safety and Environmental policies, procedures, and statutory requirements.
- Ensure risk assessments, COSHH assessments, permits, and safe systems of work are maintained and readily available.
- Maintain all records in line with client, statutory, and company compliance requirements.
- Ensure all employees and subcontractors understand and comply with their Health, Safety and Environmental responsibilities.
- Monitor and assess service partners and subcontractors for compliance with Health, Safety and Environmental legislation and site standards.
- Manage the delivery of all remedials, emergency, reactive, and planned works, ensuring a safe environment for all building users.
- Lead investigations into incidents, near misses, and safety observations, ensuring corrective actions are implemented.
Quality of Service Delivery
- Continuously review contract performance and drive improvements through innovation, efficiency, and team development.
- Maintain accurate asset registers, maintenance schedules, technical documentation, and client systems.
- Plan labour resources in conjunction with supervisors to ensure maintenance activities are delivered safely, effectively, and efficiently.
- Ensure all services are delivered in accordance with agreed governance quality standards and company procedures.
- Ensure business systems, including CAFM, reporting, financial, KPI, and compliance platforms, are utilised effectively.
- Regularly review maintenance schedules to ensure best value and optimal service delivery.
- Monitor and report on contractual KPI performance, identifying improvement actions where required.
- Ensure Specialist Service Providers are effectively managed and their performance regularly reviewed.
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Continuous Improvement
- Regularly review service delivery performance and identify opportunities for operational improvements, efficiencies, and cost savings.
- Present recommendations and improvement opportunities during monthly client review meetings.
- Promote a proactive and innovative culture focused on service excellence and continuous improvement.
- Drive operational improvements through technology, best practice, and process optimisation.
- Support sustainability and ESG objectives where appropriate.
Personnel Management and Administration
- Provide technical leadership and support to operational teams and client stakeholders.
- Develop, mentor, and motivate team members to maximise performance and engagement.
- Ensure the JLL brand is professionally represented through employee conduct, appearance, and behaviours.
- Maintain effective communication channels with all team members.
- Manage first-line employee relations matters and escalate where appropriate.
- Support recruitment activities and ensure robust induction and onboarding programmes are completed.
- Ensure appropriate staffing levels and resource planning are maintained across the portfolio.
- Allocate work effectively based on operational priorities, competency, and capacity.
- Support performance reviews, development plans, and succession planning activities.
- Ensure all administration and personnel records are maintained in accordance with company policies and procedures.
Finance
- Manage the day-to-day purchasing of maintenance materials, services, and subcontractors, ensuring value for money and compliance with procurement requirements.
- Ensure extra works are accurately scoped, quoted, approved, and managed through to completion.
- Review and authorise supplier invoices in a timely manner.
- Maintain accurate records of expenditure, completed works, and contract performance.
- Support the delivery of budget targets through effective cost control and commercial management.
- Ensure invoicing is completed accurately and promptly, maintaining acceptable debt and WIP levels.
- Identify efficiencies and cost-saving opportunities without compromising compliance, quality, or service delivery.
- Promote best-practice purchasing through approved suppliers and procurement frameworks.
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Critical Performance Measures
- Compliance with Health, Safety and Environmental policies and procedures.
- Achievement of contractual KPI and SLA targets.
- Statutory compliance performance.
- Client satisfaction and stakeholder engagement.
- Financial performance against budget.
- Effective leadership, employee engagement, and staff retention.
- PPM and reactive maintenance performance.
- Compliance and maintenance management performance.
- Delivery of continuous improvement and innovation initiatives.
- Quality of service delivery and audit performance.
- Overall operational excellence across the contract.
Essential
Experience & Qualifications
- Recognised apprenticeship, HNC/HND, Degree in Engineering, or equivalent technical qualification.
- Minimum 5 years' experience in Facilities Management, Building Services, Mission Critical, or Commercial Real Estate environments.
- Proven experience managing engineering teams and specialist subcontractors.
- Strong technical knowledge of:
- Electrical systems (LV, HV, MV)
- UPS systems
- Standby generation
- HVAC systems
- Building Management Systems (BMS)
- Strong understanding of statutory compliance requirements and Safe Systems of Work.
- Experience managing CAFM systems, compliance platforms, and asset management programmes.
- Strong commercial awareness with experience managing budgets, WIP, and financial reporting.
- Excellent stakeholder management and communication skills.
- Proficient in Microsoft Office and reporting systems.
Desirable
- IOSH Managing Safely or NEBOSH qualification.
- Membership of a recognised engineering institution.
- Knowledge of ESG, WELL, and BREEAM standards.
Personal Attributes
- Enthusiasm and proactive approach to achieving the highest standard of operation.
- Smart, presentable, and professional appearance.
- Integrity, honesty, and punctuality.
- Collaborative team player who works effectively to achieve common goals.
- Logical thinker with strong troubleshooting and problem-solving capabilities.
- Adaptable and flexible approach to work requirements, willing to embrace technological change.
- Customer-focused with an innovative mindset.
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Skills
Facilities Management
Building Services
Engineering
Technical Leadership
Stakeholder Management
Health and Safety
Compliance
Budget Management
Continuous Improvement
Team Development
Customer Focus
Problem Solving
Communication
CAFM Systems
Asset Management
Innovation
Location