Head of Property Delivery Operations

The Head of Operations - Property Delivery is responsible for leading a large cross functional team that manages facilities and surveying services for a portfolio of 2,300 assets. The role reports to the COO, UK Property Management and focuses on delivering operational excellence, driving process improvements and ensuring consistent, high quality service across the UK.

Key Responsibilities

• Leadership and Team Management
  Direct line management of a central operations team and oversee a network of senior Property Delivery team members (total 550 staff). Build a culture of accountability, succession planning and talent development.
• Resource Management and Deployment
  Review and optimize resource levels across surveying and FM teams, align skillsets with client needs, and support recruitment of key talent, including graduate and apprenticeship programmes.
• Service Development and Innovation
  Create a centre of excellence for surveying and facilities management, identify best practices and act as an internal and external advocate for delivery services.
• Financial Management
  Provide visibility into the team's budget, oversee P&L, drive fee recovery where appropriate and contribute to broader growth and efficiency initiatives.
• Business Development
  Support client retention and growth through operational excellence and a clear value narrative for prospective clients.
• Process Integration and Improvement
  Define roles between surveying and FM communities, develop RACI charts, standardize data protocols, and implement continuous improvement frameworks that incorporate ESG considerations.
• People and Culture
  Lead diversity and inclusion initiatives, implement JLL goal setting and appraisal processes, and embed a people centric culture throughout the delivery services.
• Communication and Engagement
  Maintain proactive communication plans, regularly engage with stakeholders, and present thought leadership to internal teams, peers and clients.

Qualifications and Skills

• Extensive experience in surveying, facilities management or customer experience within the real estate industry.
• Proven track record in delivering operational excellence and managing transformational change.
• Strong leadership and people management capabilities.
• Excellent communication, interpersonal and strategic thinking skills.
• Business acumen with experience in P&L management.
• Demonstrated ability to drive innovation and service improvement.

Location

On site - London, GBR

Equal Opportunity Employer

Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.