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. Operations ManagerThis is a unique and high-profile opportunity to lead operations at a prestigious 51,747 square foot Grade A office building St James in the heart of London, spanning nine floors plus basement level. This prime property is owner-occupied by a key global REIT and is currently undergoing a significant refurbishment program.What this job involves:The Operations Manager will hold dual responsibilities: delivering comprehensive building management across the entire property while simultaneously supporting the client with the management of their own office space within the building. This unique position requires a strategic operator who can maintain exceptional service standards during a transformational refurbishment period, positioning the property as best-in-class upon completion.As JLL's and the building owner's ambassador, you will be at the forefront of a critical client instruction, driving service excellence during this pivotal transition phase. You will work closely with senior client representatives, project teams, and the broader JLL Property & Asset Management Team to elevate the occupier experience and service proposition in alignment with the refurbishment works being delivered.Team Structure As the Operations Manager, you hold responsibility for the site and the day-to-day management. You will report to the General Manager who will not be present on-site day-to-day and is there to maintain wider oversight. As the primary on-site representative, you will be the key operational lead for all facilities matters, working alongside client-focused teams including Property Managers, Client Accountants, Project Delivery Teams, and refurbishment contractors. This role requires a high degree of autonomy and independent decision-making. What your day-to-day will look like: Client EngagementUnderstand and align all operational activities with the client's strategic objectives, ensuring seamless service delivery during the refurbishment period and beyond.Take ownership of day-to-day operational management of services, working independently with strategic direction from the General ManagerAct as primary on-site point of contact for property operations.Lead the day-to-day operational management of both hard and soft services for the client in relation to their occupied office space within the building.Work closely with senior client representatives to deliver a high-touch, bespoke service experience. Occupier EngagementRegularly liaise with building occupiers to monitor their requirements and expectations, ensuring optimal service deliveryKeep occupiers informed of refurbishment progress, planned works, and service impactsAddress occupier requests and concerns promptly, escalating to the General Manager where appropriateEnsure all occupier interactions reflect premium service standardsDevelop occupier handbooks and communication materialsUnderstand principal terms of leases as they affect facilities management and service obligationsRefurbishment ProjectWith oversight of the General Manager:Lead operational management throughout the refurbishment program, ensuring minimal disruption while maintaining service excellenceCoordinate closely with refurbishment contractors, project managers, and design teamsPrepare site regulations and issue permits to work for all contractor activitiesSupport in the management of phasing plans to maintain operational continuity in occupied areasIdentify and resolve operational challenges arising from refurbishment worksOperations ManagementManage day-to-day delivery of hard and soft services including:Demonstrate M&E awareness with good understanding of building systems and their operationEnsure service and maintenance contracts are in place to cover building requirements including any changes to scope following the refurbishment works.Coordinate with M&E specialists to address any system challenges arising during refurbishment worksOversee security operations and access control systems to ensure building and occupier safetyEnsure professional, high-quality reception services and helpdesk operationsMonitor and maintain exceptional cleanliness and presentation standards throughout the buildingCoordinate occupier engagement activities and initiatives to enhance client and occupier experienceSupplier & Contractor ManagementIn conjunction with the General Manager, ensure procurement of all supplies and services is undertaken in accordance with JLL procurement programs, based on framework agreements and JLL purchase ordering systemsContractor and Service Partner management to ensure high standards of service delivery across all disciplinesMonitor performance against agreed standards and manage service delivery relationshipsReview service specifications as appropriate (minimum annual review when budget setting)Build and maintain effective working relationships with key suppliers and partners.Obtain quotations for works required at the propertyManage lifecycle and planned maintenance of fabric and services (PMP)Coordinate all on-site contractor activities, ensuring compliance with building standards, health and safety requirements, and service level agreementsHealth, Safety & Risk ManagementEstablish and maintain high-quality health, safety, and environmental management practicesMaintain and update health and safety policies, liaising with external consultancies for risk assessmentsBe responsible for upkeep and management of the HSE risk management systemEnsure all risks identified in independent risk assessments are properly addressed and regularly reviewedMaintain, test, and implement major incident plansOrganize and coordinate emergency evacuation drills.Ensure adequate arrangements for emergency and out-of-hours cover; be "on-call" as necessaryFinancial ManagementFinancial management through preparation of service charge budgets, monitoring agreed budgets to pre-defined cash limits, variance reporting, and service charge reconciliationEnsure highest standards of management and maintenance with specific regard to expenditure and budgetary considerationsIdentify opportunities for operational efficiencies while maintaining premium service standardsManage operational expenditure costs effectively in relation to the client occupied space.Reporting & ComplianceUndertake regular inspections to monitor servicing, maintenance and compliance standards; report to the General Manager on all relevant mattersEnsure full compliance with all statutory obligations, health and safety legislation, and building regulationsEstablish and maintain proper site records in accordance with best practiceAssist in submission of insurance claims and manage obtaining quotes and works as instructed by insurersAssist in all reporting requirements as agreed and required by the Client.Skills, Experience & QualificationsEssentialProven facilities management experience in multi-let properties for investors, corporate occupiers, or premium hospitality environmentsProven track record of managing operations during major refurbishment or construction projectsExperience working with senior stakeholders and prestigious clients in demanding, high-expectation environmentsGood M&E awareness with understanding of building systems and their operationStrong contractor management skills with ability to manage multiple suppliers and ensure high service delivery standardsCommitment to delivering exceptional customer serviceAbility to build effective relationships with clients, occupiers, contractors, and internal teams at all levelsExperience managing service charge budgets, setting budgets, and reconciling accountsStrong organisational skills with ability to prioritize competing demands and deliver results under pressureProven ability to work independently with minimal day-to-day supervision while maintaining high levels of confidentialitySelf-motivated with a positive attitude, ability to think laterally, and act on initiativeStrong verbal, numerical, and report writing capabilitiesExcellent IT skills and working knowledge of Microsoft OfficeHighly DesirablePrevious experience in facilities management at Operations Manager levelHealth and safety qualifications (e.g., NEBOSH General Certificate, IOSH Managing Safely)Membership of relevant professional bodies (e.g., RICS, IWFM/BIFM)Experience with premium Grade A office properties in Central London#LI-JA1Location: On-site –London, GBRIf this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!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.JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. 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