JLL
UK Operations Manager
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Role Purpose
The UK Operations Manager is a senior leadership role responsible for the overall strategic and operational management of Amazon account. This position combines commercial acumen, client relationship management, and operational oversight to ensure contract profitability, client satisfaction, and continuous service improvement across all sites in the UK.
Key Responsibilities
Strategic Account Management
- Create and own strategic account plan
- Create and own UK risk register
- Create account continuous improvement initiatives
- Manage ad hoc improvement plans
- Manage client expectations via escalation plan
- Create proposals for contract renewal
- Deliver monthly performance reporting and QBRs to clients
- Prepare comprehensive packs for QBR meetings
- Create monthly performance reviews
- Update account team on major escalations
Safety & Leadership Oversight
- Lead near miss and good catch reporting programs
- Conduct auditing and site audits
- Oversee engineering health and safety compliance
- Lead 2,2,2 reporting for safety and leadership
- Conduct accident and incident investigations
- Promote driver safety programs
- Ensure all statutory, mandatory, and routine inspections are completed
- Promote and ensure compliance with Health, Safety, and Environmental policies
- Conduct job audits
Team Leadership & Performance Management
- Manage overall team performance
- Lead development and leadership initiatives for people
- Management of attendance and holiday planners
- Management of new starter processes
- Set team goals and communicate strategic priorities
- Ensure team members are fully equipped through regular 1:1s, training, coaching, and development activities
- Lead twice daily performance management calls with Engineering maintenance team
- Conduct performance reviews and development discussions
Contract & Commercial Management
- Manage contract variations
- Oversee ongoing review of cost-to-serve
- Manage debt management processes
- Understand and apply various contract types
- Ensure vendor competence and value for money
- Support client with commercial and technical expertise
- Oversee SFG governance
- Manage quoted works
- Review and approve annual POs to be raised for PPMs
- Oversee application sign-off
Financial Management & Commercial Acumen
- Manage debt management and collections
- Oversee cost-to-serve optimization
- Review contract variations and commercial implications
- Manage WIP (Work in Progress) - final stage
- Approve application signoffs
- Review quotes for cost competitiveness (first review)
Technical & Operational Oversight
- Oversee management of technical teams
- Ensure PPM injection and asset management processes
- Manage asset collection reviews (technical)
- Coordinate work schedules to minimize disruptions and optimize efficiency
- Ensure any immediate remedial actions from sub-contractor delivery are recorded and actioned
- Oversee Samara checks
- Review PPM schedules
- Manage operational performance of engineering team
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Client Relationship Management
- Deliver monthly performance reporting and QBRs to the client
- Manage client expectations via escalation plan
- Handle vendor reports
- Manage customer complaints process
- Prepare and present QBR packs
- Create monthly performance reviews
Resource & Operational Management
- Manage out-of-hours (OOH) rotas
- Oversee management of diaries for sickness and absence
- Ensure company standard operational procedures are implemented and adhered to
- Manage training matrix
- Oversee vehicle management
Key Accountabilities
Contract Performance
- Accountable for overall contract performance against KPIs and SLAs
- Ensure delivery of exceptional client service across all touchpoints
- Drive continuous improvement and operational excellence
- Maintain contract profitability and commercial viability
Client Satisfaction
- Primary point of contact for senior client stakeholders
- Conduct regular QBRs and performance reviews
- Manage escalations and resolve complex client issues
- Build and maintain strong, trusted client relationships
Team Development
- Lead, develop, and coach operational teams
- Create high-performing, engaged teams
- Ensure adequate resource planning and capability development
- Foster a culture of safety, quality, and continuous improvement
Commercial Success
- Manage contract P&L and financial performance
- Identify and deliver cost optimization opportunities
- Drive contract renewals and growth opportunities
- Ensure appropriate risk management and mitigation strategies
Required Skills & Competencies
Strategic & Commercial Leadership
- Proven track record in managing large-scale facilities management contracts
- Strong commercial and financial acumen
- Strategic planning and business development capabilities
- Contract negotiation and renewal experience
Client Management Excellence
- Outstanding relationship management and stakeholder engagement skills
- Ability to manage complex, multi-site client accounts
- Experience in conducting executive-level QBRs and presentations
- Strong problem-solving and conflict resolution abilities
Operational Excellence
- Deep understanding of facilities management operations
- Knowledge of technical services, PPM, and reactive maintenance
- Understanding of health and safety regulations and compliance
- Experience with CAFM systems and performance reporting tools
Leadership & People Management
- Proven ability to lead and develop high-performing teams
- Strong coaching and mentoring capabilities
- Performance management experience
- Change management and continuous improvement expertise
Communication & Influencing
- Exceptional verbal and written communication skills
- Ability to influence at all organizational levels
- Strong presentation and facilitation skills
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Key Performance Indicators
- Client satisfaction scores (CSAT/NPS)
- Contract financial performance (margin, cost-to-serve)
- SLA/KPI achievement rates
- Contract retention and renewal success
- Safety performance (incident rates, compliance scores)
- Team engagement and retention metrics
- Revenue growth and upsell opportunities
- QBR outcomes and action closure rates
Qualifications & Experience
Essential
- Significant experience in Hard Services account management
- Proven track record of managing P&L responsibility
- Technical Qualifications either Electrical/ Mechanical
- Strong commercial and contract management background with minimum 5 years’ experience in managing Hard services contracts
- Demonstrable client relationship management success
- IOSH Managing Safely or equivalent H&S qualification
Desirable
- Relevant professional qualifications (IWFM, RICS, or equivalent)
- Experience across multiple service lines
- Track record of contract wins and renewals
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!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.
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.
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