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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:

Overseeing and implementing best practices for security, cleaning, reception, maintenance, and logistics services

Managing service partners to ensure cohesive performance aligned with 20-22 Ropemaker's vision

Ensuring service delivery within scope, budget, and contractual obligations Maintaining high levels of customer satisfaction through effective stakeholder management

Collaborating with the FM Team and deputizing for the General Manager when necessary

Key Competencies

Operational/Technical Experience

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.

Previous experience of supporting and implementing various building accreditations (e.g. EPC, BREEAM, WELL, RESET) into the day to day running of the building

Demonstrable experience of delivering operational excellence that meets customer expectations.

Has experience of taking existing operational services and developing/innovating them.

Contractor Management

Demonstrable experience of managing on-site service partner teams to ensure optimal customer satisfaction.

Be able to demonstrate effective management of integrating services. Including but not limited to, Security, Cycle Facilities, Horizontal and Vertical Cleaning, Reception Services, Logistics and Fabric Maintenance.

Must have demonstrable experience in delivering effective contract management using all components to deliver the services required. Components include, Scope of Service, Contract terms, SLA’s/KPI’s, Budget and reporting.

Commercial/Financial Acumen

Can demonstrate experience of preparing large scale and complex cost forecasts.

Ability to manage on-site team to ensure that they are operating within the agreed financial budgets and delivering to the financial performance objectives.

Proven service charge experience. Be able to evidence where input/assistance has been given to setting annual service charge and non-recoverable budgets.

Interpersonal

Significant experience of leading and managing teams of people, both directly employed and sub-contracted.

Able to motivate, lead and drive individuals and teams in order to achieve a common goal.

A positive individual: leads by example, wants to recognise achievement in others, a mentor and inspiration to their team.

A personable and gregarious individual, demonstrable experience of cooperation with peers and supervisors to establish an overall collaborative working relationship. 

Service Excellence/Customer Experience

Has a track record of ensuring first class service excellence, managing challenging customer needs with various occupiers.

Be able to demonstrate experience of engaging with occupiers/customers to develop and implement a property operational strategy that maximises occupational satisfaction and experience.

Demonstrates a commitment to outstanding customer service and professionalism.

Location:

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! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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