Regional Operations Manager in Cambridge

This job is with JLL, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world-class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.

If you're looking to step up your career, JLL Workplace Management is the perfect professional home. At JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects, and work on game-changing workplace and facilities management initiatives. You'll also make long-lasting professional connections through sharing different perspectives, and you'll be inspired by the best. We're focused on opportunity and want to help you make the most of yours. Achieve your ambitions - join us at JLL Workplace Management!

The Regional Operations Manager is responsible for overseeing the operational delivery of multiple PFI (Private Finance Initiative) contracts across a designated geographic region. This role ensures consistent service excellence, contract compliance, financial performance, and client satisfaction across all assigned facilities within the PFI portfolio.

Key Responsibilities

• Operational Management: Oversee day-to-day operations across multiple PFI sites, ensuring delivery of all hard and/or soft facilities management services in accordance with contract specifications and output-based performance requirements. Monitor service delivery standards, conduct regular site inspections, and implement corrective actions to maintain compliance with PFI payment mechanisms and performance deductions frameworks.
• Contract Compliance & Performance: Ensure full adherence to contractual obligations, output specifications, and KPIs across the regional portfolio. Manage performance monitoring systems, coordinate response to non-availability deductions, and maintain comprehensive compliance documentation for authority representatives and lenders' technical advisors. Prepare regular performance reports demonstrating achievement against availability and performance metrics.
• Financial Management: Manage regional P&L responsibility, controlling operational budgets, lifecycle replacement programs, and PPM schedules to optimize financial performance while maintaining service standards. Work with finance teams to forecast expenditure, manage variations, and ensure accurate cost allocation across the portfolio. Balance short-term operational costs with long-term lifecycle obligations inherent in PFI structures.
• Client & Stakeholder Relationship Management: Serve as primary operational contact for procuring authorities, managing regular contract review meetings, addressing escalations, and maintaining productive partnerships with public sector clients. Coordinate with SPV (Special Purpose Vehicle) boards, equity investors, and funders as required, representing operational performance and investment requirements.
• Team Leadership & Development: Lead, mentor, and develop site-based facilities managers and operational teams across the region. Conduct performance reviews, identify training needs, and build capability to deliver complex PFI requirements. Foster a culture of service excellence, innovation, and continuous improvement.
• Health, Safety & Compliance: Ensure rigorous H&S standards across all sites, maintaining compliance with CDM regulations, fire safety requirements, and sector-specific standards (particularly in healthcare and education environments). Coordinate statutory inspections, audits, and remedial programs.
• Lifecycle & Capital Planning: Maintain a strong working relationship with the Lifecycle Manager to ensure lifecycle strategies and replacement programmes are effectively integrated with operational delivery. Support the planning and execution of capital investment initiatives, ensuring facilities continue to meet performance, compliance, and customer requirements throughout the concession term. Contribute operational insight to asset management decisions and facilitate the successful delivery of lifecycle projects across the portfolio.
• Risk Management & Business Continuity: Identify operational risks, implement mitigation strategies, and maintain robust business continuity plans for critical facilities. Manage incident response, coordinate major remedial works, and ensure minimal disruption to public services.

Qualifications & Experience

• Essential: Significant facilities management experience within PFI, PPP, or long-term complex contracts. Proven track record managing multiple sites and substantial operational budgets. Deep understanding of output-based specifications and payment mechanisms. Strong commercial acumen with P&L management experience. Excellent stakeholder management skills, particularly with public sector clients. Thorough knowledge of relevant FM standards (CAFM, IWFM, BIFM) and regulatory frameworks.
• Desirable: IWFM (Institute of Workplace and Facilities Management) qualification or equivalent. Experience in relevant PFI sectors (healthcare, education, custodial, defence, accommodation). Understanding of SPV governance structures and project finance principles. IOSH or NEBOSH health and safety qualification. Experience with major PFI contractors or FM service providers.

Key Competencies

• Strategic thinking and operational planning
• Financial acumen and commercial awareness
• Leadership and people development
• Client relationship management
• Problem-solving and decision-making under pressure
• Stakeholder engagement and influencing
• Contract and compliance expertise
• Change management and continuous improvement

Regional travel required to cover assigned portfolio of PFI sites, with occasional national travel for corporate meetings and training.

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!