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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 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.
The Head of Operations at 20-22 Ropemaker is a key leadership role responsible for delivering exceptional landlord operations and managing a diverse range of services. This position collaborates closely with the General Manager, Head of Engineering, and JLL Property & Asset Management Team to ensure the highest standards of service delivery.
The ideal candidate will have strong operational management skills, experience in high-end property services, and the ability to lead diverse teams to deliver exceptional results in a dynamic environment.
Key responsibilities include:
1. Overseeing and implementing best practices for security, cleaning, reception, maintenance, and logistics services.
2. Managing service partners to ensure cohesive performance aligned with 20-22 Ropemaker's vision.
3. Ensuring service delivery within scope, budget, and contractual obligations.
4. Maintaining high levels of customer satisfaction through effective stakeholder management.
5. Collaborating with the FM Team and deputizing for the General Manager when necessary.
Operational/Technical Experience
1. Previous demonstrable experience of taking the lead role in the mobilisation of a Grade A office building from pre-practical completion to a business-as-usual state, including the On-Boarding of new occupiers.
2. Previous experience of supporting and implementing various building accreditations (e.g. EPC, BREEAM, WELL, RESET) into the day-to-day running of the building.
3. Demonstrable experience of delivering operational excellence that meets customer expectations.
4. Experience of taking existing operational services and developing/innovating them.
Contractor Management
1. Demonstrable experience of managing on-site service partner teams to ensure optimal customer satisfaction.
2. Effective management of integrating services, including but not limited to, Security, Cycle Facilities, Horizontal and Vertical Cleaning, Reception Services, Logistics, and Fabric Maintenance.
3. Experience in delivering effective contract management using all components to deliver the services required, including Scope of Service, Contract terms, SLA’s/KPI’s, Budget, and reporting.
4. Experience in preparing large-scale and complex cost forecasts.
5. Ability to manage on-site teams to ensure that they are operating within the agreed financial budgets and delivering to the financial performance objectives.
6. Proven service charge experience with evidence of input/assistance given to setting annual service charge and non-recoverable budgets.
Interpersonal
1. Significant experience of leading and managing teams of people, both directly employed and sub-contracted.
2. Able to motivate, lead, and drive individuals and teams to achieve a common goal.
3. A positive individual: leads by example, recognizes achievement in others, and acts as a mentor and inspiration to their team.
4. A personable and gregarious individual with demonstrable experience of cooperation with peers and supervisors to establish an overall collaborative working relationship.
5. Track record of ensuring first-class service excellence while managing challenging customer needs with various occupiers.
6. Experience of engaging with occupiers/customers to develop and implement a property operational strategy that maximizes occupational satisfaction and experience.
7. Demonstrates a commitment to outstanding customer service and professionalism.
Location: On-site – London, 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!
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