UK Operations Manager

Jones Lang LaSalle Incorporated; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Jones Lang LaSalle Incorporated is seeking an experienced Senior Manager to lead Strategic Account Management for major hard services accounts in London. The role oversees safety compliance, P&L, contract management and client relationship excellence, with a focus on driving performance and continuous improvement.

You will manage cross-functional teams, drive QBRs, and ensure delivery against KPIs while maintaining robust governance and risk controls for complex facilities portfolios.

Qualifications

• Significant experience in Hard Services account management.
• Proven track record with P&L responsibility.
• Technical qualifications in electrical or mechanical fields.
• Strong commercial and contract management experience (min 5 years).
• Demonstrated client relationship management success.
• IOSH Managing Safely or equivalent health & safety qualification.

Responsibilities

• Create and own strategic account plan
• Lead safety and health compliance oversight
• Manage contract variations and cost-to-serve
• Drive performance reporting and QBRs
• Lead development and leadership initiatives for people

Skills

Hard Services account management

P&L responsibility

Contract management

Client relationship management

IOSH Managing Safely

Education

Electrical/Mechanical technical qualifications

Job description

Role Purpose

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 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.

Key Responsibilities

Strategic Account Management

• Create and own strategic account plan
• Create and own UK risk register
• Create account continuous improvement initiatives
• Manage ad hoc improvement plans
• Manage client expectations via escalation plan
• Create proposals for contract renewal
• Deliver monthly performance reporting and QBRs to clients
• Prepare comprehensive packs for QBR meetings
• Create monthly performance reviews
• Update account team on major escalations

Safety & Leadership Oversight

• Lead near miss and good catch reporting programs
• Conduct auditing and site audits
• Oversee engineering health and safety compliance
• Lead 2,2,2 reporting for safety and leadership
• Conduct accident and incident investigations
• Promote driver safety programs
• Ensure all statutory, mandatory, and routine inspections are completed
• Promote and ensure compliance with Health, Safety, and Environmental policies
• Conduct job audits

Team Leadership & Performance Management

• Manage overall team performance
• Lead development and leadership initiatives for people
• Management of attendance and holiday planners
• Management of new starter processes
• Set team goals and communicate strategic priorities
• Ensure team members are fully equipped through regular 1:1s, training, coaching, and development activities
• Lead twice daily performance management calls with Engineering maintenance team.
• Conduct performance reviews and development discussions

Contract & Commercial Management

• Manage contract variations
• Oversee ongoing review of cost-to-serve
• Manage debt management processes
• Understand and apply various contract types
• Ensure vendor competence and value for money
• Support client with commercial and technical expertise
• Oversee SFG governance
• Manage quoted works
• Review and approve annual POs to be raised for PPMs
• Oversee application sign-off

Financial Management & Commercial Acumen

• Manage debt management and collections
• Oversee cost-to-serve optimization
• Review contract variations and commercial implications
• Manage WIP (Work in Progress) - final stage
• Approve application signoffs
• Review quotes for cost competitiveness (first review)

Technical & Operational Oversight

• Oversee management of technical teams
• Ensure PPM injection and asset management processes
• Manage asset collection reviews (technical)
• Coordinate work schedules to minimize disruptions and optimize efficiency
• Ensure any immediate remedial actions from sub-contractor delivery are recorded and actioned
• Oversee Samara checks
• Review PPM schedules
• Manage operational performance of engineering team

Client Relationship Management

• Deliver monthly performance reporting and QBRs to the client
• Manage client expectations via escalation plan
• Handle vendor reports
• Manage customer complaints process
• Prepare and present QBR packs
• Create monthly performance reviews

Resource & Operational Management

• Manage out-of-hours (OOH) rotas
• Oversee management of diaries for sickness and absence
• Ensure company standard operational procedures are implemented and adhered to
• Manage training matrix
• Oversee vehicle management

Key Accountabilities

Contract Performance

• Accountable for overall contract performance against KPIs and SLAs
• Ensure delivery of exceptional client service across all touchpoints
• Drive continuous improvement and operational excellence
• Maintain contract profitability and commercial viability

Client Satisfaction

• Primary point of contact for senior client stakeholders
• Conduct regular QBRs and performance reviews
• Manage escalations and resolve complex client issues
• Build and maintain strong, trusted client relationships

Team Development

• Lead, develop, and coach operational teams
• Create high-performing, engaged teams
• Ensure adequate resource planning and capability development
• Foster a culture of safety, quality, and continuous improvement

Commercial Success

• Manage contract P&L and financial performance
• Identify and deliver cost optimization opportunities
• Drive contract renewals and growth opportunities
• Ensure appropriate risk management and mitigation strategies

Key Performance Indicators

• Client satisfaction scores (CSAT/NPS)
• Contract financial performance (margin, cost-to-serve)
• SLA/KPI achievement rates
• Contract retention and renewal success
• Safety performance (incident rates, compliance scores)
• Team engagement and retention metrics
• Revenue growth and upsell opportunities
• QBR outcomes and action closure rates

Qualifications & Experience

Essential:

• Significant experience in Hard Services account management
• Proven track record of managing P&L responsibility
• Technical Qualifications either Electrical/ Mechanical
• Strong commercial and contract management background with minimum 5 years’ experience in managing Hard services contracts
• Demonstrable client relationship management success
• IOSH Managing Safely or equivalent H&S qualification

Desirable:

• Relevant professional qualifications (IWFM, RICS, or equivalent)
• Experience across multiple service lines
• Track record of contract wins and renewals

Location: On-site –London, GBR

JLL is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [e-mail]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement. For additional details please see our career site pages for each country.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM.

JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated.

For further information, visit jll.com.