Residential Facilities Management Lead

JLL; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

JLL is seeking an experienced Head of Residential Facilities Management to lead FM delivery across Block Management and Build-to-Rent portfolios. You will direct a regional team and align service standards with client expectations, while driving efficiency and risk management.

In this role you will shape FM strategy, manage budgets and partnerships, and collaborate with Block Management and BTR leads to deliver exceptional service across multi-site assets.

Qualifications

• Track record leading FM operations in residential environments across multi-site portfolios.
• Experience managing regional or multi-site FM teams.
• Good understanding of building systems, maintenance strategies, and statutory compliance.
• Strong client relationship skills with residential asset management experience.
• Experience building productive contractor and supplier relationships and driving performance improvement.
• Solid financial management skills including budgeting, cost control, and service charge accounting.
• Knowledge of health and safety, fire safety, and building regulations relevant to residential FM.
• IWFM/BIFM qualification, or equivalent.
• Clear written and verbal communication.
• Able to shape FM strategy and identify operational improvements.
• Comfortable managing a mix of property types including BTR developments.

Responsibilities

• Set the direction for FM operations across Block Management and Build-to-Rent portfolios.
• Oversee day-to-day FM delivery across multiple properties including maintenance, compliance, and vendor management.
• Line manage and develop Regional Facilities Managers, with regular performance updates.
• Build strong client relationships and present performance reports to stakeholders.
• Manage transitions of new properties into management per policy.
• Ensure emergency and out-of-hours cover across the portfolio.
• Work with health and safety, fire safety and building regulations teams on risk assessments.
• Maintain relationships with contractors and drive performance improvements.
• Assist budgeting, service charge expenditure, and cost-control activities.
• Support tender responses and client presentations.
• Develop and refine FM processes and adopt data tools.

Skills

FM leadership

Team management

Technical building systems

Client relationship

Contractor relationship

Commercial acumen

Compliance knowledge

IWFM/BIFM qualification

Communication skills

Strategic thinking

Adaptability

Education

IWFM/BIFM qualification

Job description

Essential Requirements

Function:

Residential (Block Management & Build-to-Rent)

Reports To:

Head of Residential

Direct Reports:

Regional Facilities Managers

Location:

UK

What This Job Involves

Lead facilities management delivery across a residential portfolio spanning Block Management and Build-to-Rent (BTR). Manage a team of Regional Facilities Managers.

What your day-to-day would look like;

Strategic FM Leadership

• Set the direction for FM operations across the portfolio, aligning strategy with business objectives and client expectations. Set service standards, KPIs, and performance targets across Block Management and BTR.

Operational Oversight and Performance Management

• Oversee day-to-day FM delivery across multiple properties, including planned and reactive maintenance, statutory compliance, and vendor management. Manage performance against the PMA and internal KPIs, and identify and escrow scope creep.

Team Management and Development

• Line manage and develop a team of Regional Facilities Managers, giving clear direction, feedback, and development opportunities. Run regular team meetings to share performance updates and best practice.

Client and Stakeholder Management

• Work with Block Management and BTR leads to build strong client relationships and keep service delivery aligned across teams. Attend client review meetings, present performance reports, and shape FM solutions to fit different asset types.

Transition and Onboarding Management

• Manage the transition of new properties into management in line with JLL policy, including the transfer of service contracts from previous owners or agents and alignment with JLL's Procurement Policy.

Emergency and Out-of-Hours Coverage

• Ensure an emergency and out-of-hours cover plan is in place across the portfolio.

Compliance and Risk Management

• Ensure compliance with health and safety, fire safety, and building regulations across all managed assets, working with JLL's specialist teams on risk assessments and mitigation.

Supply Partner Management

• Build strong working relationships with contractors and supply partners, working with JLL's procurement team. Monitor performance, run partnership reviews, and address issues through direct feedback.

Financial Management and Team Support

• Support your team in managing FM budgets, service charge expenditure, and cost control. Guide Regional Facilities Managers on budget forecasting and financial reporting, and manage the client staff cost recovery process.

Property Disposal

• Help ensure properties are ready for sale, and respond to FM-related due diligence questions on disposals.

Account Growth and Business Development Support

• Support the Head of Residential with tender responses and client presentations.

Process Innovation and Improvement

• Develop and refine FM processes and standards to improve efficiency and consistency. Share best practice across the team and support the adoption of useful technology and data tools.

Essential Requirements

FM Leadership Experience:

• Track record leading FM operations in residential environments, including multi-site portfolios across Block Management and BTR.

Team Management:

• Experience managing and developing regional or multi-site FM teams.

Technical Expertise:

• Good understanding of building systems, maintenance strategies, and statutory compliance. Comfortable working with specialist health and safety, fire safety, and engineering colleagues.

Client Focus:

• Strong client relationship skills, with experience managing different residential asset types and working alongside property management teams.

Supplier Relationship Management:

• Experience building productive contractor and supplier relationships and driving performance improvement.

Commercial Acumen:

• Solid financial management skills, including budgeting, cost control, and service charge accounting.

Compliance Knowledge:

• Strong working knowledge of health and safety, fire safety, and building regulations relevant to residential FM.

Professional Qualifications:

• IWFM/BIFM qualification, or equivalent in facilities operational management.

Communication Skills:

• Clear written and verbal communication, including reporting and presenting to clients and stakeholders.

Strategic Thinking:

• Able to shape FM strategy and identify practical operational improvements.

Adaptability:

• Comfortable managing a mix of property types, from traditional leasehold blocks to BTR developments with wider amenity offerings.