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Head of Property Delivery, Property and Asset Management (UK)  

About JLL 

We're JLL, a professional services and investment management firm specializing in real estate. We help organisations worldwide achieve their ambitions by owning, occupying, and investing in real estate 

JLL Real Estate Management Services (REMS) partners with leading organisations across industry sectors, creating environments that achieve a more human-centric, resilient and responsible approach to shaping a better world of work. With more than 87,000 local and global specialists, the team enables the world of work, serving occupiers and investors of real estate. We improve workplace experiences, drive efficient operations and help our clients achieve their sustainability goals. We provide integrated services, including Workplace Management, Project Management, Property Management and Portfolio Services. Through technology enabled solutions, REMS creates and manages safe and inspiring spaces around the world for people to collaborate, innovate and drive meaningful change anywhere that work is performed. REMS manages over 5 billion square feet of real estate and has averted more than 120 million metric tons of CO2e by advising clients on renewable energy projects. For more information https://www.jll.com/en-us/services/operations-management.   

Role Purpose 

The Head of Property Delivery will have full accountability for the effective management and deployment of the Property Delivery team, incorporating Facilities Management (FM) and Surveying services within Property & Asset Management (PAM) UK, and the delivery of services across a 275m sq ft portfolio consisting of 2300 assets.  

This role will lead and transform our property delivery function by unifying Facilities Management and Surveying capabilities within a single service line, driving a cultural shift that eliminates operational silos through systematic knowledge sharing and best practice exchange. The role will spearhead change management initiatives that foster greater cultural and service standard alignment between IFM and Surveying teams while delivering a step change in customer centricity across all service lines.  

Success in this position will be measured by the creation of a truly integrated property services offering that consistently exceeds client expectations, develops cross-functional expertise in our people, and establishes new industry standards for holistic property solutions. 

Critical Priority: Operational Excellence 

Establish and maintain best-in-class operational standards across all property delivery functions. 

Implement a comprehensive operational excellence framework with clear KPIs, performance metrics, and service level agreements for both FM and surveying services. 

Leveraging JLL's global operating platform, develop processes and methodologies to ensure consistent, high quality, service delivery while maintaining flexibility for client-specific requirements. 

Support the creation of a technology road map and lead the local implementation of global technology solutions to ensure system adoption, data accuracy, and platform utilisation across all service lines. 

Establish robust quality assurance mechanisms with regular audits and feedback loops to maintain exceptional service standards. 

Deploy advanced analytics to drive predictive maintenance, optimise asset performance, and deliver enhanced client value. 

Champion the adoption of REMS functionality to standardise workflows, improve data integrity, and enhance client reporting capabilities. 

Foster cross-functional collaboration between FM, surveying, and supporting functions to create seamless service integration. 

Build sustainability and ESG considerations into all operational processes and service delivery models. 

Lead regular operational reviews with client teams and clients to ensure alignment, address concerns proactively, and identify enhancement opportunities. 

Key Responsibilities: 

Leadership and Team Management: 

With direct line management of senior members of the Property Delivery team. lead an integrated property delivery services team of approximately 550 people UK wide including surveying, FM and destination teams. 

Mentor, coach, and set strategy to ensure consistent high-quality service across all clients. 

Implement clear succession plans and talent management programs across the teams. 

Drive a culture of accountability, openness, and collaboration within the property services group. 

Engage in relevant governance forums as necessary and promote involvement with industry bodies. 

Resource Management and Deployment: 

Review and proactively manage resource levels across surveying and FM teams. 

Coordinate with Client Leads to optimise level of resource and ensure the right skillset of talent to meet specific client and financial needs. 

Ensure cost-efficient structures are deployed, aligning resources to optimal numbers of clients. 

Service Development and Innovation: 

Create a centre of excellence for both surveying and facilities management services. 

Identify and implement best practices across both disciplines to meet current and future client demands. 

Act as a credible advocate for property delivery services internally and externally. 

Financial Management: 

Own the team's budget and contribute to wider growth and efficiency programs. 

Full P&L accountability for surveying and FM team operations across all clients and ensure recoverability of fees where appropriate. 

Maintain and deliver agreed post-bonus margins on all clients. 

Business Development: 

Identify and assist in delivering profitable new business opportunities within local markets. 

Strategically target existing and prospective clients to retain mandates and win new profitable instructions. 

Drive overall performance across teams, addressing any persistent poor performance. 

Process Integration and Improvement: 

Work with relevant stakeholders to clearly define roles and responsibilities between surveying and FM communities, including the development of stakeholder analysis, RACI charts and handover protocols.  

Review and redefine processes and procedures for interaction between surveying and FM teams and, supported by the Transformation and Property Services teams, develop end-to-end process mapping, standardised data protocols, technology integration strategies and a continuous improvement framework.   

People and Culture: 

Drive the PAM strategy priorities and embed understanding throughout the property services business. 

Lead and develop a people-centric culture focused on delivering excellent client service 

Lead the team in implementing the JLL goal setting and appraisal process, incorporating robust performance management and optimisation methodologies.  

Champion diversity and inclusion initiatives within the team. 

Promote One JLL to ensure PAM clients have access to all JLL products and services and that PAM services are promoted to other divisions. 

Create succession plans and talent development strategies. 

Communication and Engagement: 

Implement an proactive communication and engagement plan covering all aspects of property delivery and change activities. 

Regularly meet with key stakeholders in PAM to ensure alignment and collaboration. 

Present thought leadership and training to colleagues, peers, and clients. 

Qualifications and Skills: 

Extensive experience in either surveying, facilities management or customer experience within the real estate industry. 

A proven track record in delivering operational excellence and managing a business through transformational change. 

Strong leadership and people management skills. 

Excellent communication and interpersonal abilities. 

Strategic thinking and business acumen. 

Proven track record in driving innovation and service improvement. 

Commercial mindset with experience in P&L management. 

JLL offers a diverse, inclusive work environment and a comprehensive Total Rewards program. Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. 

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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