IFM Ops Director

JLL; East Midlands; On-site; GBP 100,000 - 125,000; Full time

Job summary

A global real estate services provider is looking for a Site Lead – Raynesway to drive operational excellence and build strong client relationships. The successful candidate will have extensive facilities management experience, strong leadership skills, and a bachelor's degree in a relevant field. This role involves leading a team, ensuring seamless service delivery, and managing client relationships to enhance satisfaction and performance in a dynamic environment.

Qualifications

• 10+ years of facilities management experience with 5+ years in client-facing leadership roles.
• Proven track record in IFM or multi-service facilities management environments.
• Exceptional relationship-building and client management capabilities.

Responsibilities

• Serve as the primary client interface and relationship owner for the IFM account.
• Lead the IFM service delivery model including operations and support services.
• Manage IFM contract budgets and financial performance for the site.

Skills

Relationship-building

Strategic thinking

Operational excellence

Leadership

Change management

Education

Bachelor's degree in Facilities Management, Engineering, Business Administration, or related field

Tools

IWMS and performance management systems

Job description

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies 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 people and empowering them to thrive, 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.

Site Lead – Raynesway (IFM Ops Director)

We are seeking a dynamic and visionary leader who excels at building high-performing teams while maintaining a people-focused approach to management. The ideal candidate will demonstrate exceptional relationship-building skills, fostering strong and lasting partnerships with clients and associated stakeholders. This role requires a strategic thinker who can create and align site transformation strategies with client objectives, bringing forward-thinking perspectives to drive innovation and growth.

The successful candidate will cultivate a collaborative "one team" culture that seamlessly integrates with client operations, while serving as a charismatic and confident leader capable of presenting compelling insights to senior stakeholders.

This position seeks someone who can balance tactical implementation with strategic vision, ensuring both immediate results and long-term partnership success.

Position Overview

The IFM Facilities Management Site Director is responsible for leading one designated client facility site under our Integrated Facilities Management (IFM) contract. This transformational leadership role requires a who can drive operational excellence while building and maintaining strong, collaborative relationships with the client team. The successful candidate will serve as the primary client-facing representative, ensuring seamless service delivery and continuous improvement across all facility operations.

Key Responsibilities

Client Relationship & Account Leadership

• Serve as the primary client interface and relationship owner for the IFM account at the designated site
• Build and maintain strong, strategic partnerships with client facility managers, operations teams, strategic functions (including Finance, BI, HR, etc.) and executive leadership
• Act as a transformational leader who can influence positive change and drive client satisfaction
• Conduct regular client meetings, reviews, and strategic planning sessions
• Proactively identify client needs and develop solutions to exceed expectations
• Manage client escalations and ensure rapid resolution of issues

IFM Service Delivery & Operations Management

• Lead the IFM service delivery model including maintenance, operations, space management, and support services
• Direct daily facility operations including HVAC, electrical, plumbing, security, and life safety systems
• Manage integrated service teams across multiple disciplines (maintenance, cleaning, security, landscaping, etc.)
• Drive continuous improvement initiatives and service optimization across all IFM service lines
• Ensure seamless coordination between all IFM service providers and client operations

Transformational Leadership & Team Development

• Lead organisational change initiatives to improve service delivery and operational efficiency
• Build high-performing, client-focused teams across all IFM service areas
• Foster a culture of innovation, accountability, and client partnership
• Mentor and develop team members to enhance capabilities and career growth
• Champion best practices and drive standardization across service delivery

Financial & Performance Management

• Manage IFM contract budgets and financial performance for the site
• Develop and track KPIs and SLAs in partnership with client stakeholders
• Identify cost optimisation opportunities while maintaining service excellence
• Prepare detailed performance reports and client presentations
• Negotiate change orders and additional services with client approval

Strategic Partnership & Innovation

• Collaborate with client leadership on long-term facility strategy and planning
• Identify and implement innovative solutions to enhance facility performance
• Lead technology adoption and digital transformation initiatives
• Support client sustainability and corporate responsibility goals
• Position IFM services as a strategic business enabler for client operations

Required Qualifications

Education & Experience

• Bachelor's degree in Facilities Management, Engineering, Business Administration, or related field
• 10+ years of facilities management experience with 5+ years in client-facing leadership roles
• Proven track record in IFM or multi-service facilities management environments
• Demonstrated success in building and maintaining strategic client relationships
• Experience leading transformational change and service improvement initiatives

Client Relationship & Leadership Skills

• Exceptional relationship-building and client management capabilities
• Proven ability to influence and drive change in complex organizational environments
• Strong executive presence and communication skills for C-level client interactions
• Track record of turning around challenging client relationships or underperforming accounts
• Experience managing large, integrated service teams and multiple vendor relationships

Technical & Operational Skills

• Comprehensive knowledge of IFM service delivery models and best practices
• Strong understanding of building systems and facility operations
• Proficiency in IWMS and performance management systems
• Knowledge of relevant codes, regulations, and industry standards
• Experience with contract management and SLA performance tracking

Preferred Qualifications

• Professional certifications (CFM, FMP, CPM, LEED AP, etc.)
• Background in consulting or professional services delivery
• Track record of winning contract renewals and expanding account scope

Critical Success Factors

• Must be a transformational leader with proven change management experience
• Exceptional client relationship management and account growth capabilities
• Ability to be based at the client site and serve as the primary IFM representative
• Strong business acumen with focus on client value creation
• Demonstrated ability to lead complex, multi-disciplinary service teams

Location:

On-site –Derby, GBR

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 [e-mail] or call [phone] 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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