Role Briefing
Head of Property Delivery
JLL Property Management
Dear Candidate,
JLL is seeking a visionary and dynamic Head of Property Delivery to lead and transform our integrated property delivery function, consisting of property and facilities management services, within Property Management UK.
Join JLL and transform our property and facilities management services
This is a unique, Property Management Board level opportunity to make a significant impact on one of the UK’s largest managed property portfolios, spanning 275 million square feet across 2,300 assets, including key retail destinations such as Bullring, Birmingham, prestigious Central London buildings including 40 Leadenhall and 22 Bishopsgate, as well as sustainable housing at Millers Quay, Wirral Waters and sciencebased real estate at Cambridge Research Park.
Head of Property Delivery
As Head of Property Delivery, you will be at the helm of strategic leadership, driving operational excellence, and unifying our Facilities Management and Management Surveying capabilities. You’ll spearhead transformational change and deliver a step change in customer and client centricity.
If you are passionate about operational excellence, dedicated to delivering exceptional standards, and ready to contribute to the evolution of JLL’s property services offering, we invite you to explore this exciting opportunity to shape the future of property management services in the UK.
Please read on to find out more about JLL and the role.
“We are really excited about the future of our Property Management business at JLL and the Property Delivery team is right at the heart of this. We’re looking for the right person to join us and help us to continue to grow, improve and deliver a consistently high-quality service to our clients and occupiers.”
Jordan Jeffery Head of Property Management - EMEA
About JLL Property Management
Building value for the future
At JLL Property Management, we pride ourselves on our vertically integrated team that creates deep, strategic value across our operations. We work collaboratively across disciplines to deliver exceptional property management solutions that support long-term growth and success for our business and the clients we serve.
Empowered by data
Our property management approach is data-driven. We use cutting-edge technologies and analytical insights to make informed decisions that optimise asset performance across our managed portfolio. This datafirst approach helps clients reduce operating costs, deliver against their sustainability commitments, and support wellbeing.
Managing risk proactively
We take a comprehensive, forward-thinking approach to risk management across our property portfolio. Our teams are committed to maintaining rigorous regulatory compliance, creating safe and productive environments, and implementing strategic protocols that safeguard our operations and ensure long-term success in a complex real estate landscape.
A relentless focus
We strive to perfect the delivery of our services as we build the best property management platform in the industry, become the market-leader in occupier experiences, attract and develop top industry talent, and be recognised as the property manager of choice.
About the Role
Management
JLL Property Management UK is responsible for the effective management and delivery of property services across a diverse 275 million sq ft portfolio consisting of 2,300 assets. As Head of Property Delivery, you will have full accountability for the effective management and deployment of the Property Delivery team, incorporating Facilities Management (FM) and Property Management Surveying services.
Transformation leadership
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 removes operational silos through systematic knowledge sharing and best practice exchange. You will spearhead change management initiatives that foster greater cultural and service standard alignment while delivering a step change in customer and client 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.
About the Role
What
you’ll do
• Lead an integrated property delivery services team of approximately 550 people UK wide including Surveying, FM and destination teams.
• Drive forward and maintain best-in-class operational standards across all property delivery functions.
• Execute a comprehensive operational excellence framework with clear KPIs, performance metrics, and service level agreements for both FM and Surveying services.
• Leverage 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 services 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 our global Real Estate Management Services (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.
What you’ll bring
• Extensive experience in either surveying, facilities management, property operations 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.
About the Role
What you’ll need
Leadership and Team Management
You will provide direct line management for senior members of the Property Delivery team, leading an integrated property services team of approximately 550 people UK-wide including surveying, FM, and destination teams. You’ll mentor, coach, and set strategy to ensure consistent high-quality service across all clients, while implementing clear succession plans and talent management programs. The role requires you to drive a culture of accountability, openness, and collaboration within the property services group, and engage in relevant governance forums as necessary while promoting involvement with industry bodies.
Service Development and Innovation
In this role, you’ll create a centre of excellence for both surveying and facilities management services. You’ll need to identify and implement best practices across both disciplines to meet current and future client demands. As the Head of Property Delivery, you’ll act as a credible advocate for property delivery services both internally and externally, driving continuous improvement and innovation across all service lines.
Resource Management and Deployment
You’ll be responsible for reviewing and proactively managing resource levels across surveying and FM teams. This will include coordinating with Client Leads to optimise talent resources and ensure the right skillset to meet specific client and financial needs. You also ensure cost-efficient structures are deployed, effectively aligning resources to optimal numbers of clients to maximise efficiency and service delivery.
Financial Management
You’ll own the team’s budget and contribute to wider growth and efficiency programmes. This will include full P&L accountability for surveying and FM team operations across all clients and ensuring recoverability of fees where appropriate. You’ll be expected to maintain and deliver agreed pre-bonus margins on all clients, demonstrating strong commercial acumen and financial discipline.
Business Development
As Head of Property Delivery, your role requires you to identify and assist in delivering profitable new business opportunities. You’ll strategically target existing and prospective clients to retain mandates and win new profitable instructions. Additionally, you’ll drive overall performance across teams, addressing any persistent poor performance to ensure excellent client service delivery and business growth.
Process Integration and Improvement
Working with relevant stakeholders, you’ll clearly define roles and responsibilities across your team, including the development of stakeholder analysis, RACI charts, and handover protocols. You’ll 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
You’ll drive our Property Management strategic priorities and embed understanding throughout the property services business, while leading and developing a people-centric culture focused on delivering excellent client service. The role requires you to lead the team in implementing the JLL goal setting and appraisal process, incorporating robust performance management and optimisation methodologies. You’ll champion culture and employee initiatives within the team, promote One JLL to ensure Property Management clients have access to all JLL products and services, and create succession plans and talent development strategies.
Community and Engagement
You will implement a proactive communication and engagement plan covering all aspects of property delivery and change activities. This includes regularly meeting with key stakeholders in Property Management to ensure alignment and collaboration. As a thought leader, you’ll present insights and training to colleagues, peers, and clients, representing the property delivery function with expertise and authority.
About the Role
What you’ll get in return
Global Reach and Local Presence
We’re a global firm of 110,000 people across 68 countries. This role will provide you with opportunities to access and share best practice on our global property management platform, collaborate with diverse teams, whilst maintaining a connection to your local stakeholders and community.
Inclusive and Collaborative Culture
You’ll join a business where culture and engagement aren’t just buzzwords. A business that values what makes our people unique and prioritises working together in award-winning workspaces, to create something better collectively.
Growth and Development
We believe in harnessing the power of our people. Giving them the opportunity, knowledge, and tools to own their success – because your growth matters to us, professionally and personally.
A People-First Approach
We understand that work is just one part of your life. We prioritise creating an environment where you feel engaged and fulfilled, with a focus on meaningfully blending life and work so you can always be the best version of yourself.
Commitment to a Sustainable Future
Being part of a responsible business committed to supporting action that accelerates the transition to net zero, creating safe and healthy spaces, and providing fair and inclusive places that support equal opportunities and thriving communities.
The opportunity to shape the future of real estate for a better world
From helping unlock the potential of our buildings and people, creating brighter places for people to grow and thrive, and providing industry-leading expertise and local guidance at every turn, this senior JLL Property Management Board level role will empower you to drive the ambition of our business, shape the future of property management, and consolidate JLL’s position as a leader in the field.
About JLL
We’re shaping the future of real estate for a better world.
We believe in the power of real estate to shape a better world. Our innovative, intelligent and sustainable approach includes AI-driven solutions that help illuminate a brighter way forward. For more than 200 years, our global reach and extensive industry expertise has set us apart.
Our JLL colleagues are united by a shared commitment to excellence, ethics and teamwork. We’re focused on attracting and developing the very best global talent, and ensuring they thrive in every way.
Our rich history, strong governance and commitment to innovation ensures we are delivering a brighter world, alongside strong financial performance.
Welcome to a brighter way.
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