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Property Delivery Lead - Job Description

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, 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. The position plays a pivotal role in breaking down operational silos and promoting knowledge sharing while championing JLL's customer-centric approach.

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

Essential

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

Success in this role will be measured by:

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.

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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