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Our people at JLL and JLL Technologies 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.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

We are currently recruiting for a Service Delivery Manager on a Fixed-Term Contract for 22 Bishopsgate, London's pioneering vertical village and the City's tallest building at 278 meters. This iconic 62-story skyscraper represents the pinnacle of modern workspace design, featuring 1.275 million square feet of office space and accommodating up to 12,000 occupiers. The ideal candidate will have a background in the UK facilities management or property management industry. 

The role requires expertise in contract management, procurement, compliance, and managing stakeholder relationships while striving for excellence through continuous performance improvement. 

Building Specifics - 22 Bishopsgate 

You'll be working in one of London's most innovative buildings, which features: 

State-of-the-art smart building technology and IoT integration throughout 

The UK's first building with Wired Platinum Certification 

A comprehensive amenities program including London's highest public viewing gallery, a 20,000 sq ft fitness centre, innovation hub, food market, and bicycle park for 1,700 bikes 

Advanced sustainability features achieving BREEAM Excellent rating with energy-efficient systems and rainwater harvesting 

Exceptional security systems including destination-controlled elevators and advanced visitor management 

A vibrant community of diverse occupiers across finance, technology, legal, and professional services sectors 

Regular cultural and wellbeing programs for occupiers throughout the building's various communal spaces 

Key Responsibilities

Contract Management & Procurement 

Procurement of service partners contracts who are up for renewal (currently the Lobby & ACP team, Logisitics & Housekeeping & Hard Services Maintenance) are undertaken to ensure the highest RICS standards, whilst considering best value for the service and innovative approaches to service delivery 

Effective management of service contracts with a value of over £8million, ensuring these contracts provide the services within the scope, budget and in accordance with their contractual obligations, SLA's and key performance indicators. Seeking alternative ways to improve customer service and reduce expenditure 

Meet monthly with core service partners and ensure Key Performance Indicators (KPIs), Service Level Agreements (SLA's) and reports are completed promptly and accurately 

Conduct contract benchmarking exercises to ensure cost-effectiveness and value for money 

Leadership & Mentorship 

Provide professional development and guidance to two team members 

Foster a collaborative environment that promotes excellence in service delivery 

Operations Team Responsibilities 

Use data collected from monitoring the operation, analyse efficiencies and continually review the processes and procedures in place 

Foster and develop a unique One Team relationship between the management team, service partners and all other stakeholders to create a seamless and unified customer experience 

Ensure that any one-off and non-contractual operational tasks are fulfilled to a high specification and within a dedicated timeframe, to include out of hours services for occupier events and special projects 

Be available to support during significant events and activities 

Carry out all other general operational tasks as directed by the Head of Operations within an appropriate timeframe 

FM Reporting 

Develop and maintain comprehensive reporting frameworks that capture service performance metrics and KPIs 

Produce regular analytical reports for stakeholders showcasing service delivery outcomes and trends 

Create and present detailed dashboard reports for client meetings and reviews 

Manage Section 106 compliance reporting for the City of London 

Ensure all reporting deadlines are met with accurate, insightful data that drives decision-making 

Implement efficient data collection systems to streamline the reporting process 

Continuous Improvement 

Identify, implement and lead continuous improvement initiatives across service delivery 

Analyse performance metrics to identify areas for optimization and efficiency gains 

Develop innovative solutions to enhance service quality while maintaining cost-effectiveness 

Work collaboratively with stakeholders to implement process improvements and best practices 

Establish frameworks to measure the success of improvement initiatives and ensure sustained positive outcomes 

Essential Skills & Experience 

FM Procurement expertise (specifically soft services or IFM, not hard services) 

Tender Management – Experience with RFI's, design and scope development, pricing strategies, and end-to-end tender process management 

Vendor Management skills with ability to build effective supplier relationships 

Contract management proficiency – implementing and managing KPI's/SLA's and driving continuous service improvement initiatives 

Ideal candidates will have a deep understanding of facilities management and/or property management  

Preferred Skills & Experience 

Operational FM knowledge to support procurement, tender and contract management functions (note: direct operational FM responsibilities can be supported by the existing team if necessary) 

Experience implementing successful continuous improvement methodologies (such as Lean, Six Sigma, or similar approaches) 

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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