Business Delivery Manager

JLL; Toronto; On-site; CAD 105,000 - 130,000; Full time

Job summary

JLL in Toronto, ON is seeking a Business Delivery Manager for the Americas to bridge client objectives with operational excellence. You will shape strategy, coordinate cross-functional teams, and lead change management to ensure adoption and measurable impact.

The role blends strategic communications, program planning, and executive collaboration, with a focus on multichannel messaging, performance metrics, and delivering high-value client outcomes across the account.

Qualifications

• Bachelor’s degree or equivalent in a relevant field.
• 6+ years in strategic communications or related client-facing roles.
• Experience supporting senior leadership in client relationships.

Responsibilities

• Lead strategic delivery planning with roadmaps aligning with client priorities.
• Develop and execute multi-channel communication strategies for engagement.
• Collaborate with Senior Leadership to plan service line programming.
• Schedule program rollouts and define success metrics with Programs/Performance teams.
• Drive change management initiatives and measure adoption impact.
• Coordinate with governance teams to identify bottlenecks and drive process improvements.
• Translate complex strategies into compelling client presentations and narratives.

Skills

Strategic communications

Account coordination

Client experience

Leadership

Project management

Public speaking

Visual storytelling

Education

Bachelor’s degree in Communications, Design, Marketing, Business

Tools

Adobe Creative Cloud

Presentation software

AI-powered creative tools

Job description

JLL empowers you to shape a brighter way.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented peopleand empowering them tothrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Business Delivery Manager, Americas

What this job involves -

The Business Delivery Manager reports to the Head, Business Services and serves as a critical central position within a high-profile technology client account. This role is essential for bridging the gap between account objectives and operational excellence. By focusing on communications and successful change management, the Business Delivery Manager ensures that complex account programs and initiatives are not only delivered efficiently but are also widely adopted and understood across the Americas account team, directly impacting employee engagement and operational consistency.

What does your day-to-day look like?

This position offers an excellent opportunity to blend creative thinking, strategic execution, and client relationship skills in a role that directly supports the account.

• Client Impact: You’ll contribute meaningfully to our most important client relationships through strategic creative work

• Strategic Communications: Shape compelling narratives, craft multi-channel messaging frameworks, and ensure executive communications are clear, consistent, and engaging

• Creative Innovation: Work with cutting-edge AI-powered creative tools while maintaining professional presentation standards

• Leadership Collaboration: Regular interaction with senior leadership and direct contribution to firm-wide client strategy

• Skill Development: Continuous learning opportunities in emerging creative technologies and client experience methodologies

Key Responsibilities

Business Delivery

• Lead strategic delivery planning by creating comprehensive roadmaps and program plans that align with JLL and and our client’s evolving workplace priorities

• Develop and execute multi-channel communication strategies, utilizing newsletters, town halls, and intranet platforms, to ensure transparency and engagement; tailor messaging specifically for diverse stakeholder groups ranging from individual contributors to executive leadership

• Work closely with the Senior Leadership Team to plan and execute service line programming

• Collaborate with the Programs Manager and Performance Manager to schedule program rollouts and define success metrics

• Drive change management initiatives by facilitating stakeholder workshops, identifying and managing potential points of resistance, and establishing success measures for adoption and the long-term impact of transitions

• Partner proactively with the Senior Leadership Team, Global Programs, Business Operations and Governance teams to identify operational bottlenecks, driving continuous process improvement and collaborative problem-solving to enhance overall service delivery.

Creative Strategy and Client Care:

• Client journey initiatives that identify opportunities for enhanced engagement and value delivery

• Coordinate client feedback collection and integration processes, ensuring insights inform service improvements

• Assist with sensitive client communications and situation management under leadership guidance

• Collaborate with leadership to translate complex data and strategic concepts into compelling, professional visual presentations for clients

• Develop narratives and storytelling frameworks that support client communications and highlight our firm’s value proposition

• Create high-quality presentations for client meetings, strategic reviews, and growth opportunities

• Utilize AI-driven content creation tools to produce unique, high-fidelity client-facing assets

• Ensure quality control for client-facing reports, proposals, and presentations, maintaining consistency and excellence

• Write, edit, and produce compelling content that showcases client partnerships and business outcomes across multiple channels

• Coordinate video production and graphic design deliverables for client communications, ensuring high-quality visual storytelling

• Support digital presence activities for key accounts, including content development and user experience optimization

• Contribute to thought leadership initiatives that position our firm as a strategic partner for clients

• Work closely with leadership and communication to deliver client-focused excellence

• Collaborate effectively with account teams, leadership, and regional communications professionals to ensure unified client experiences

• Monitor client satisfaction metrics, communication effectiveness, and relationship indicators

• Help maintain consistency, quality, and best practice implementation across all client touchpoints

Required Qualifications:

• Bachelor’s degree in Communications, Design, Marketing, Business, or related field

• 6+ years of experience in strategic communications, account coordination, client experience, business operations, or related client-facing roles

• Experience supporting senior leadership in client relationship activities

• Creative Portfolio: Demonstrated skills in both professional client presentation work and creative project execution

• Strong skills in Adobe Creative Cloud, presentation software, and familiarity with AI-powered creative tools

• Experience supporting high-value client relationships and understanding complex account dynamics

• Excellent written and verbal communication skills with ability to adapt content for diverse audiences

• Strong project management skills and ability to manage multiple priorities

• Proven ability to translate complex strategies into action

Preferred Qualifications:

• Experience in relevant industry sector

• Experience with the Google suite of products

• International communications experience

• Experience leading communications through organizational change/transformation

• Agency management experience

• Public speaking and presentation skills

• Digital communications strategy expertise

Estimated compensation for this position:

105,000.00 – 130,000.00 CAD per year

This range represents the estimated base salary and actual compensation may differ. Final base salary is determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations. Some roles and employees may be eligible for discretionary bonuses, benefits, or other compensation.

Location:

On-site –Toronto, ON

Opening Type:

Replacement

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