Job Description

JLL supports the Whole You, personally and professionally.



Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.



Property Delivery Lead -



About the Role



The Property Delivery Lead is a key member of the Property Delivery management team, reporting directly to one of two Senior Directors, Property Delivery. This role is instrumental in executing the operational strategy across Facilities Management (FM) and Surveying services within JLL's Property Management UK division, contributing to the successful management of our 275m sq ft portfolio of 2300 managed assets.



Role Purpose



The Property Delivery Lead will drive operational excellence within a defined segment of the Property Delivery function, ensuring the seamless delivery of all Facilities Management and Surveying services to our client's assets. This role will implement standardised processes, foster cross-functional collaboration, and maintain exceptional service standards that consistently exceed client and customer expectations. The position plays a pivotal role in breaking down operational silos and promoting knowledge sharing while championing JLL's customer-centric approach.



Key Responsibilities



Team Leadership

As a key member of a cross-business Property Delivery leadership group, directly manage a client centric team of both Facilities Management and Surveying professionals within a single Property Delivery function



Implement team development initiatives that enhance cross-functional capabilities and service integration



Foster a collaborative culture that promotes knowledge sharing between FM and Surveying specialists, and across the teams in the wider business



Conduct regular performance reviews and provide coaching to team members



Operational Delivery

Execute the operational excellence framework established by senior management, ensuring consistent application of KPIs and service level agreements



Being a visible presence at managed assets, monitor service quality and compliance with established standards across the site teams and assigned portfolio of assets and clients.



Lead the implementation of standardised workflows and processes within your area of responsibility and the adoption of continuous improvement across these



Ensure accurate data management and timely reporting across all service lines



Proactively identify and resolve operational issues before they impact client satisfaction



Client Relationship Management

Serve as a key point of contact for designated clients, building strong relationships and trust



Working alongside the Contract Director/Client Lead, conduct regular service review meetings with clients to ensure alignment and address feedback and opportunities to improve



Proactively identify opportunities to enhance service delivery and add value for client and customers



Work with Client Leads to understand specific client requirements and adapt service delivery accordingly



Resource Optimisation

Manage resource allocation within your team to ensure optimal coverage and service delivery



Identify opportunities for efficiency improvements and cost optimisation



Balance resource demands across multiple clients and projects



Ensure appropriate skill deployment to match specific client and property requirements



Process Integration

Improve and ensure adoption of defined handover protocols between Surveying and FM teams



Lead cross-functional projects that enhance integration between operational teams and service lines



Actively contribute to the development of best practices and standard operating procedures



Ensure compliance with established process maps and data protocols



Technology Adoption

Champion the adoption of JLL's global technology platforms within your team



Ensure high-quality data input and integrity across all systems



Leverage technology solutions to enhance operational efficiency and service delivery



Provide feedback on technology capabilities and improvement opportunities



Financial Performance

Monitor financial performance against targets for your area of responsibility



Ensure appropriate fee recovery and profitability on client accounts



Identify and implement cost-saving and revenue building initiatives where appropriate



Contribute to budgeting and forecasting processes



Sustainability and ESG

Implement sustainability initiatives across your portfolio



Ensure ESG considerations are integrated into all operational decisions



Support clients in achieving their sustainability objectives



Track and report on relevant sustainability metrics



Key Skills and Qualifications



Essential

Minimum 7-10 years of experience in property management, facilities management, or surveying within the commercial real estate sector



Demonstrated experience managing integrated service teams and consistently delivering high standards of operational performance



Strong understanding of both technical property management and facilities management principles



Proven track record in client relationship management



Excellent people management and leadership skills



Strong commercial acumen and financial literacy



Exceptional communication and stakeholder management abilities



Experience with property management technology platforms



Demonstrated ability to manage change and drive continuous improvement



Desirable

Professional qualification in relevant field (RICS, IWFM, or equivalent)



Multi-disciplinary background spanning experience of both FM and surveying/property management skillsets



Experience in implementing or managing technology-enabled service solutions



Knowledge of sustainability best practices in real estate operations



Experience in managing large, complex client portfolios



Background in process and continuous improvement practice, and change management experience



Understanding of ESG reporting and compliance requirements



Success Criteria

Success in this role will be measured by:

Consistent achievement of client service KPIs within area of responsibility



Successful integration of FM and Surveying services within assigned portfolio



High team engagement scores and low turnover



Financial performance against targets



Client satisfaction and retention



Contribution to operational improvement initiatives



Successful implementation of technology solutions



Development of talent and cross-functional capabilities within the team



JLL offers competitive compensation, comprehensive benefits, and a dynamic, inclusive work environment. This role provides excellent career development opportunities within our global organization.



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



Personalized benefits that support personal well-being and growth:



JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.