Residential Facilities Management Lead

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.

What this job involves:

• Lead facilities management delivery across a residential portfolio spanning Block Management and Build-to-Rent (BTR). Manage a team of Regional Facilities Managers.
• Strategic FM Leadership: Set the direction for FM operations across the portfolio, aligning strategy with business objectives and client expectations. Set service standards, KPIs, and performance targets across Block Management and BTR.
• Operational Oversight and Performance Management: Oversee day-to-day FM delivery across multiple properties, including planned and reactive maintenance, statutory compliance, and vendor management. Manage performance against the PMA and internal KPIs, and identify and escalate scope creep.
• Team Management and Development: Line manage and develop a team of Regional Facilities Managers, giving clear direction, feedback, and development opportunities. Run regular team meetings to share performance updates and best practice.
• Client and Stakeholder Management: Work with Block Management and BTR leads to build strong client relationships and keep service delivery aligned across teams. Attend client review meetings, present performance reports, and shape FM solutions to fit different asset types.
• Transition and Onboarding Management: Manage the transition of new properties into management in line with JLL policy, including the transfer of service contracts from previous owners or agents and alignment with JLL's Procurement Policy.
• Emergency and Out-of-Hours Coverage: Ensure an emergency and out-of-hours cover plan is in place across the portfolio.
• Compliance and Risk Management: Ensure compliance with health and safety, fire safety, and building regulations across all managed assets, working with JLL's specialist teams on risk assessments and mitigation.
• Supply Partner Management: Build strong working relationships with contractors and supply partners, working with JLL's procurement team. Monitor performance, run partnership reviews, and address issues through direct feedback.
• Financial Management and Team Support: Support your team in managing FM budgets, service charge expenditure, and cost control. Guide Regional Facilities Managers on budget forecasting and financial reporting, and manage the client staff cost recovery process.
• Property Disposal: Help ensure properties are ready for sale, and respond to FM-related due diligence questions on disposals.
• Account Growth and Business Development Support: Support the Head of Residential with tender responses and client presentations.
• Process Innovation and Improvement: Develop and refine FM processes and standards to improve efficiency and consistency. Share best practice across the team and support the adoption of useful technology and data tools.

Essential Requirements:

• FM Leadership Experience: Track record leading FM operations in residential environments, including multi-site portfolios across Block Management and BTR.
• Team Management: Experience managing and developing regional or multi-site FM teams.
• Technical Expertise: Good understanding of building systems, maintenance strategies, and statutory compliance. Comfortable working with specialist health and safety, fire safety, and engineering colleagues.
• Client Focus: Strong client relationship skills, with experience managing different residential asset types and working alongside property management teams.
• Supplier Relationship Management: Experience building productive contractor and supplier relationships and driving performance improvement.
• Commercial Acumen: Solid financial management skills, including budgeting, cost control, and service charge accounting.
• Compliance Knowledge: Strong working knowledge of health and safety, fire safety, and building regulations relevant to residential FM.
• Professional Qualifications: IWFM/BIFM qualification, or equivalent in facilities operational management.
• Communication Skills: Clear written and verbal communication, including reporting and presenting to clients and stakeholders.
• Strategic Thinking: Able to shape FM strategy and identify practical operational improvements.
• Adaptability: Comfortable managing a mix of property types, from traditional leasehold blocks to BTR developments with wider amenity offerings.

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 prioritises 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 honoured 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.