Property Delivery Lead

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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 of 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.

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

• 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

• 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.