Job Description

One Liverpool Street is Aviva's flagship development -- a showpiece 176,000 sq ft scheme set to become one of the City of London's most prestigious addresses. Due for completion in 2026, this ten-storey, design-led building offers a rare opportunity to lead operations in a next-generation workplace that blends cutting-edge architecture with high-performance service expectations.


Set in a commanding position on the corner of Liverpool Street and Bloomfield Street, moments from Finsbury Circus, the building will deliver an exceptional occupier experience. Features include a state-of-the-art auditorium, library, artisan cafe, collaborative breakout spaces, and extensive end-of-journey facilities -- all designed to attract and retain world-class talent.


This is a defining career move: the chance to take full ownership of a landmark asset, work at the forefront of smart and sustainable building operations and play a key role in shaping one of Aviva's most high-profile investments.

OBJECTIVE OF ROLE

The General Manager (GM) will play a pivotal role in supporting the JLL Property & Asset Management (PAM) team by ensuring the full delivery of the contracted scope to the highest standards.


Based on-site, the GM will assist with the mobilisation of the property and lead the day-to-day operations and customer experience, taking overall responsibility for all facilities services delivered through the on-site team. The role requires a strong commitment to best practice, aligning service provision with industry-leading standards.


Acting as both JLL's and the landlord's ambassador, the GM will champion the building's reputation as a best-in-class workplace for occupiers. In addition to close collaboration with the JLL PAM team, the GM will foster strong relationships with Aviva's Investment Management team and senior representatives of the building's occupiers.

TEAM STRUCTURE

Reporting to the JLL Senior Facilities Manager (SFM), the GM will have line management responsibility for the on-site and account-specific Aviva FM team and will represent JLL and the client in key occupier matters. The GM will also work as part of several virtual teams comprising Asset and Property Managers, Surveying Executives, and Client Accountants.

KEY RESPONSIBILITIES AND DELIVERABLES

Client Service:

Understand the client's objectives and instructions for the property. Advise and update the client on all on-site issues and customer relations. Represent the client's interests in all matters related to the building's operational performance and positioning.

Customer Experience:

Develop and manage a customer experience strategy that fosters community and enhances service delivery. Regularly engage with occupier representatives to understand needs and service expectations. Oversee service partners to ensure optimal customer satisfaction and minimal disruption. Undertake periodic customer feedback sessions and implement improvements based on occupier input.

Operations Management:

Lead the mobilisation from construction through to operational readiness, following the JLL Mobilisation Plan and Budget agreed with Aviva. Build and lead the 1 Liverpool Street on-site team to deliver service excellence. Ensure full delivery of the JLL PMA scope, achieving all SLAs and KPIs. Oversee all areas of operations, including service charge management, procurement, maintenance, communications, ESG, and staff development, aligned to JLL best practices. Manage all aspects of financial performance, including service charge budgets, monitoring, quarterly variance reporting, reconciliation, and non-recoverable costs. Support the preparation and presentation of reports and building data to internal and client stakeholders. Monitor compliance with lease obligations and report any issues affecting valuation or investment decisions. Ensure a thorough understanding of leases and how they impact service delivery, especially in shared areas. Procure goods and services in line with JLL procurement policies to ensure value for money. Maintain robust health and safety standards, meeting all JLL risk management and statutory requirements. Deliver the Client's ESG goals and support JLL's Socially Responsible Management programme. Ensure M&E, HVAC, and vertical transport systems are maintained in accordance with O&M manuals and warranty conditions. Work with external consultants as needed (e.g. Building Surveyors, MEP, VT, Energy).

KEY SKILLS

Proven track record of delivering exceptional customer service in a high-profile, Grade A office environment. Strong leadership with experience in building, managing, and motivating high-performing teams. Effective stakeholder engagement, representing both client and landlord interests confidently in high-profile settings. In-depth understanding of building design, mobilisation, and operational delivery. Strong commercial awareness with hands-on experience managing service charge budgets and major CAPEX projects. Confident communicator with the ability to influence at board level and contribute to strategic decisions using evidence-led assessments. * Resilient, accountable, and solutions-focused, with the ability to perform under pressure and lead through change.