Operations Manager

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.

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 Engagement

• 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.

Occupier Engagement

• 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

Refurbishment Project

• 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

Operations Management

• 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 access control systems to ensure building and occupier safety
• Ensure professional, high-quality reception services and helpdesk operations
• Monitor and maintain exceptional cleanliness and presentation standards throughout the building
• Coordinate occupier engagement activities and initiatives to enhance client and occupier experience

Supplier & Contractor Management

• In 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 systems
• Contractor and Service Partner management to ensure high standards of service delivery across all disciplines
• Monitor performance against agreed standards and manage service delivery relationships
• Review 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 property
• Manage 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 agreements

Health, Safety & Risk Management

• Establish and maintain high-quality health, safety, and environmental management practices
• Maintain and update health and safety policies, liaising with external consultancies for risk assessments
• Be responsible for upkeep and management of the HSE risk management system
• Ensure all risks identified in independent risk assessments are properly addressed and regularly reviewed
• Maintain, test, and implement major incident plans
• Organize and coordinate emergency evacuation drills.
• Ensure adequate arrangements for emergency and out-of-hours cover; be "on-call" as necessary

Financial Management

• Financial management through preparation of service charge budgets, monitoring agreed budgets to pre-defined cash limits, variance reporting, and service charge reconciliation
• Ensure highest standards of management and maintenance with specific regard to expenditure and budgetary considerations
• Identify opportunities for operational efficiencies while maintaining premium service standards
• Manage operational expenditure costs effectively in relation to the client occupied space.

Reporting & Compliance

• Undertake regular inspections to monitor servicing, maintenance and compliance standards; report to the General Manager on all relevant matters
• Ensure full compliance with all statutory obligations, health and safety legislation, and building regulations
• Establish and maintain proper site records in accordance with best practice
• Assist in submission of insurance claims and manage obtaining quotes and works as instructed by insurers
• Assist in all reporting requirements as agreed and required by the Client.

Essential

Skills, Experience & Qualifications

• Proven facilities management experience in multi-let properties for investors, corporate occupiers, or premium hospitality environments
• Proven track record of managing operations during major refurbishment or construction projects
• Experience working with senior stakeholders and prestigious clients in demanding, high-expectation environments
• Good M&E awareness with understanding of building systems and their operation
• Strong contractor management skills with ability to manage multiple suppliers and ensure high service delivery standards
• Commitment to delivering exceptional customer service
• Ability to build effective relationships with clients, occupiers, contractors, and internal teams at all levels
• Experience managing service charge budgets, setting budgets, and reconciling accounts
• Strong organisational skills with ability to prioritize competing demands and deliver results under pressure
• Proven ability to work independently with minimal day-to-day supervision while maintaining high levels of confidentiality
• Self-motivated with a positive attitude, ability to think laterally, and act on initiative
• Strong verbal, numerical, and report writing capabilities
• Excellent IT skills and working knowledge of Microsoft Office

Highly Desirable

• Previous experience in facilities management at Operations Manager level
• Health 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