JLL
Head of Property Delivery Operations
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Head of Operations - Property Delivery; UK Property Management
About JLL
We're JLL, 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, resilient and 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 efficient operations and 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 of Operations - Property Delivery will be responsible for driving the effective management and deployment of the Property Delivery team, incorporating Facilities Management (FM) and Surveying services within Property Management (PM) UK, and the delivery of services across a 275m sq ft portfolio consisting of 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 across all of our property delivery activity.
The role will be responsible for ensuring systematic knowledge sharing and best practice exchange across the respective property delivery teams for each Client. This will involve close collaboration and co-ordination of the Property Delivery Leads for each Client.
The role will spearhead change management initiatives including both technology and process change that fosters greater cultural and service standard alignment between IFM and Surveying teams while delivering a step change in customer centricity across all service lines.
Success in this position will be seen through a consistent property service delivery that caters for specific client expectations but fosters consistency and best practice across our entire client base, reducing the risk of operational silos.
Critical Priority: Operational Excellence
- 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. This 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) and Service Charge.
- Leveraging JLL's global operating platform and linking in with wider REMS or global property management colleagues, develop processes and methodologies to ensure consistent, high quality, service delivery while maintaining flexibility for client-specific requirements.
- 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 to maintain exceptional service standards.
- Foster cross-functional collaboration between FM, surveying, and supporting functions to create seamless service integration.
- Lead regular operational reviews with client teams, PDLs and clients (if appropriate) to ensure alignment, address concerns proactively, and identify enhancement opportunities.
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Key Responsibilities:
Leadership and Team Management:
- Direct line management of a small central operations team to support delivery of improvements and consistent operational standards across the property delivery teams.
- Matrix management of senior members of the Property Delivery team (aligned to specific clients) to provide overall leadership to an integrated property delivery services team of approximately 550 people UK wide including surveying, FM and destination teams.
- Drive a culture of accountability, openness, and collaboration within the property delivery teams.
- Support the implementation of clear succession plans and talent management programs across the teams.
- 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 Leads and Property Delivery Leads to optimise level of resource and ensure the right skillset of talent to meet specific client and financial needs.
- 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 to optimal numbers of clients.
Service Development and Innovation:
- 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.
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Financial Management:
- Provide visibility of the team's budget and contribute to wider growth and efficiency programs across the surveying and FM team operations, supporting recoverability of fees where appropriate.
- Oversee the financial performance of the property delivery teams, as well as the supporting functions (incl. H&S, PPO and 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, including the development of stakeholder analysis, RACI charts and handover protocols.
- Review and redefine processes and procedures for interaction between surveying and FM teams and, supported by the Transformation teams, develop end-to-end process mapping, standardised data protocols, technology integration strategies and a continuous improvement framework.
- Build sustainability and ESG considerations into operational processes and service delivery models.
People and Culture:
- 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, incorporating robust performance management and optimisation methodologies.
- Champion diversity and inclusion initiatives within the team.
- Promote One JLL to ensure PM clients have access to all JLL products and services and that PM services are promoted to other divisions.
- Create succession plans and talent development strategies.
Communication and Engagement:
- 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.
Qualifications and Skills:
- Extensive experience in either surveying, facilities management or customer experience within the real estate industry.
- A 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.
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.
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