Operations Manager

Operations Management

• Manage day-to-day delivery of hard and soft services including:
  • Demonstrate M&E awareness with good understanding of building systems and their operation.
  • Ensure service and maintenance contracts are in place to cover building requirements including any changes to scope following the refurbishment works.
  • Coordinate with M&E specialists to address any system challenges arising during refurbishment works.
  • Oversee security operations and access control systems to ensure building and occupier safety.
  • Ensure professional, high-quality reception services and helpdesk operations.
  • Monitor and maintain exceptional cleanliness and presentation standards throughout the building.
  • Coordinate occupier engagement activities and initiatives to enhance client and occupier experience.

Supplier & Contractor Management

• In conjunction with the General Manager, ensure procurement of all supplies and services is undertaken in accordance with JLL procurement programs, based on framework agreements and JLL purchase ordering systems.
• Contractor and Service Partner management to ensure high standards of service delivery across all disciplines.
• Monitor performance against agreed standards and manage service delivery relationships.
• Review service specifications as appropriate (minimum annual review when budget setting).
• Build and maintain effective working relationships with key suppliers and partners.
• Obtain quotations for works required at the property.
• Manage lifecycle and planned maintenance of fabric and services (PMP).
• Coordinate all on-site contractor activities, ensuring compliance with building standards, health and safety requirements, and service level agreements.

Health, Safety & Risk Management

• Establish and maintain high-quality health, safety, and environmental management practices.
• Maintain and update health and safety policies, liaising with external consultancies for risk assessments.
• Be responsible for upkeep and management of the HSE risk management system.
• Ensure all risks identified in independent risk assessments are properly addressed and regularly reviewed.
• Maintain, test, and implement major incident plans.
• Organize and coordinate emergency evacuation drills.
• Ensure adequate arrangements for emergency and out-of-hours cover; be "on-call" as necessary.

Financial Management

• Financial management through preparation of service charge budgets, monitoring agreed budgets to pre-defined cash limits, variance reporting, and service charge reconciliation.
• Ensure highest standards of management and maintenance with specific regard to expenditure and budgetary considerations.
• Identify opportunities for operational efficiencies while maintaining premium service standards.
• Manage operational expenditure costs effectively in relation to the client occupied space.

Reporting & Compliance

• Undertake regular inspections to monitor servicing, maintenance and compliance standards; report to the General Manager on all relevant matters.
• Ensure full compliance with all statutory obligations, health and safety legislation, and building regulations.
• Establish and maintain proper site records in accordance with best practice.
• Assist in submission of insurance claims and manage obtaining quotes and works as instructed by insurers.
• Assist in all reporting requirements as agreed and required by the Client.

Skills, Experience & Qualifications

Essential

• Proven facilities management experience in multi-let properties for investors, corporate occupiers, or premium hospitality environments.
• Proven track record of managing operations during major refurbishment or construction projects.
• Experience working with senior stakeholders and prestigious clients in demanding, high-expectation environments.
• Good M&E awareness with understanding of building systems and their operation.
• Strong contractor management skills with ability to manage multiple suppliers and ensure high service delivery standards.
• Commitment to delivering exceptional customer service.
• Ability to build effective relationships with clients, occupiers, contractors, and internal teams at all levels.
• Experience managing service charge budgets, setting budgets, and reconciling accounts.
• Strong organisational skills with ability to prioritize competing demands and deliver results under pressure.
• Proven ability to work independently with minimal day-to-day supervision while maintaining high levels of confidentiality.
• Self-motivated with a positive attitude, ability to think laterally, and act on initiative.
• Strong verbal, numerical, and report writing capabilities.
• Excellent IT skills and working knowledge of Microsoft Office.

Highly Desirable

• Previous experience in facilities management at Operations Manager level.
• Health and safety qualifications (e.g., NEBOSH General Certificate, IOSH Managing Safely).
• Membership of relevant professional bodies (e.g., RICS, IWFM/BIFM).
• Experience with premium Grade A office properties in Central London.

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Location: On-site – London, GBR

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

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