Operations Director - JLL Workplace Management

Department: Workplace Management (WDO) Reports to: Executive Director of Engineering

Position Overview

JLL Workplace Management seeks an experienced Operations Director to lead technical operations and hard services delivery across our diverse client portfolio. This senior leadership role requires a proven track record in facilities management, technical systems oversight, and team leadership within complex commercial environments. The successful candidate will drive operational excellence, client satisfaction, and business growth while managing multi-disciplinary engineering and technical services teams.

Key Responsibilities

Strategic Leadership

* Drive the strategic direction of hard services operations across assigned portfolio, ensuring alignment with JLL's service delivery standards and client objectives.

* Develop and execute business plans that expand service offerings and strengthen client relationships.

* Lead pursuit activities for new business opportunities, providing technical expertise and operational insights during client presentations and proposal development.

Team Leadership & Development

* Lead and develop a high-performing team of operational managers and support staff (circa 250).

Financial Performance & Budget Management

* Develop and manage annual operating budgets, ensuring cost-effective service delivery while maintaining quality standards.

* Monitor key performance indicators including maintenance costs, and client satisfaction scores.

* Drive cost optimisation initiatives and negotiate vendor contracts to maximize value for clients.

Client Relationship Management

* Serve as primary technical liaison for C-level executives and facilities leadership at key client accounts.

* Conduct regular business reviews, present operational metrics, and develop improvement plans based on client feedback.

* Respond to escalated technical issues and ensure prompt resolution of service concerns.

Required Qualifications

Experience Requirements Minimum 10 years of progressive leadership experience in facilities management, building operations, or technical services management. At least 5 years managing teams of technical professionals across multiple locations. Demonstrated experience with commercial office buildings, industrial facilities, or mission-critical environments.

* Extensive experience in facilities management or property services, with proven leadership in managing large accounts

* Experience in stakeholder management at senior/executive level

* Relevant industry qualifications (e.g., BIFM, IWFM, RICS)

* Proven ability to lead and develop teams in a multi-site environment

* Excellent communication, negotiation, and presentation skills

Technical Expertise Deep knowledge of HVAC systems, electrical distribution, plumbing, fire safety, and building automation systems. Proficiency with CMMS platforms and building management systems. Understanding of capital project management.

Leadership & Business Skills Proven track record of P&L responsibility and budget management. Strong analytical and problem-solving capabilities with experience using data to drive operational decisions. Excellent communication and presentation skills with ability to interact effectively with senior executives. Experience in client-facing roles within service provider organizations