Operations Manager

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.

This 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.

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.

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.

• Understand 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 Manager
• Act 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.

• Regularly liaise with building occupiers to monitor their requirements and expectations, ensuring optimal service delivery
• Keep occupiers informed of refurbishment progress, planned works, and service impacts
• Address occupier requests and concerns promptly, escalating to the General Manager where appropriate
• Ensure all occupier interactions reflect premium service standards
• Develop occupier handbooks and communication materials
• Understand principal terms of leases as they affect facilities management and service obligations

• Lead operational management throughout the refurbishment program, ensuring minimal disruption while maintaining service excellence
• Coordinate closely with refurbishment contractors, project managers, and design teams
• Prepare site regulations and issue permits to work for all contractor activities
• Support in the management of phasing plans to maintain operational continuity in occupied areas
• Identify and resolve operational challenges arising from refurbishment works

Manage day-to-day delivery of hard and soft services including:

• Demonstrate M&E awareness with good understanding of building systems and their operation
• Ensure 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 works
• Oversee security operations and…