Account Director

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.

POSITION OVERVIEW

The Account Director serves as one of JLL’s most important leadership positions, responsible for delivery to the client across multiple service lines, sites, and geographies while managing diverse responsibilities across different timeframes. This role acts as the primary point of contact for all matters related to the account while building and maintaining strong, long-lasting customer relationships.

The Account Director is accountable for strategic leadership, operational excellence, integrated facilities management delivery, financial performance, client satisfaction, governance, risk management, sustainability initiatives, and people leadership across the client portfolio. The role ensures seamless service delivery, business continuity, compliance, commercial optimization, and continuous improvement within critical and high-availability operational environments.

KEY ACCOUNTABILITIES & RESPONSIBILITIES

Strategic Leadership & Account Management

• •Act as the primary point of contact for all matters specific and related to the account
• •Develop forward-looking, peer-reviewed strategic plans that maximize profitability and leverage JLL’s capabilities
• •Create and execute annual account business plans aligned with client growth and JLL profitability objectives
• •Build and maintain strong, long-lasting customer relationships
• •Oversee customer account management including forecasting, budgeting, and tracking of key account metrics
• •Ensure seamless and efficient delivery while improving cost optimization, mitigating risk, fostering sustainable practices, and supporting team development including cross-skilling
• •Conduct strategic reviews of service and supply contracts to determine value optimization opportunities across the portfolio
• •Lead benchmarking of facilities services across sites and geographies to ensure operational consistency and best value delivery
• •Lead renegotiation and tendering activities in alignment with JLL procurement guidelines and commercial governance requirements
• •Drive account profitability, productivity optimization, and continuous operational improvement initiatives

Client Relationship Management

• •Conduct regular client engagements including:
• •Weekly Operations Meetings
• •Monthly Management Review Meetings
• •Quarterly Business Reviews (QBRs)

• •Demonstrate strong attention to detail and proactive communication of updates, issues, risks, mitigation solutions, and delays
• •Proactively engage stakeholders to ensure on-site client expectations are met or exceeded
• •Build and develop effective client and stakeholder relationships across multiple levels of the organisation (JLL and Client)
• •Serve as the key point of contact for Facilities and Workplace services across the client portfolio
• •Liaise closely with client representatives to resolve issues and enhance workplace and operational performance
• •Lead by example to drive high levels of client satisfaction and service excellence
• •Maintain client satisfaction at the highest level with target Net Promoter Score (NPS) performance exceeding agreed thresholds

Operational Excellence & Site Operations Management

• •Manage all building-related technical and service contracts and ensure operational excellence across the portfolio
• •Develop and implement procedures, operational standards, and performance measures to ensure efficiency, accuracy, consistency, and reliability of systems and work methods
• •Ensure compliance with contract requirements and effective management of operational risk
• •Manage internal reporting including development trackers, operational expenditure (opex), capital expenditure (capex), compliance, risk, and issue management
• •Recommend continuous quality improvement initiatives and implement industry best-practice operations
• •Implement building procedures and performance measures and ensure they are maintained
• •Ensure all Critical Environment Management (CEM) requirements are achieved and maintained
• •Ensure uninterrupted operations within mission-critical and high-availability environments
• •Review operations regularly to reduce costs and improve operational standards
• •Develop and implement Preventive and Planned Maintenance (PPM) programs to minimize equipment failure, maintenance costs, operational disruption, and lifecycle replacement costs
• •Drive asset reliability and maintenance optimization initiatives across the portfolio
• •Ensure adequate supply of materials and services required for uninterrupted facilities operations
• •Provide 24/7 emergency call support and site attendance as required
• •Coordinate critical out-of-hours issues and participate as a key team member during investigations and emergency response situations
• •Ensure uninterrupted site operations

Integrated Facilities Management (IFM)

• •Oversee integrated facilities management services including hard and soft services
• •Manage IFM service delivery models including self-performed and subcontracted services covering:
• •Facility Management
• •Workplace Services
• •Site Services
• •Ground Maintenance
• •Engineering Services
• •Employee Services
• •Utilities and Energy Management
• •Specialty Services

• •Ensure governance and account management structures are effectively implemented
• •Identify account-level resources for quality management and implementation of global playbooks
• •Sponsor the Asset Management Program and Audit Program, allocating resources and ensuring execution
• •Drive regional consistency in IFM standards, procedures, systems, and service delivery practices
• •Implement and oversee comprehensive energy management and sustainability programs across the portfolio

Procurement & Vendor Management

• •Manage all third-party and subcontractor performance
• •Ensure vendors are effectively managed and deliver services on time and within budget
• •Ensure vendor procurement processes comply with agreed client procurement guidelines and JLL best practices
• •Ensure vendors are selected based on local market capability and responsiveness to operational requirements
• •Ensure tender documentation, evaluation processes, and contract awards are completed in accordance with client standards
• •Conduct strategic vendor reviews and identify opportunities for commercial improvement and service enhancement

Contracts Management

• •Plan and manage all contracts to ensure services are professionally delivered at optimal cost and value
• •Ensure contract expiry dates are monitored and re-procurement activities are initiated when required
• •Continually assess contracts to ensure best value delivery to the client
• •Support contract negotiations and commercial discussions as required

Financial Management

• •Ensure site financial operations meet or exceed targets and comply with all JLL financial controls and ethical standards
• •Ensure all financial processes are followed with no non-compliance outcomes
• •Demonstrate strong understanding of account financials, contract management, forecasting, and commercial excellence
• •Develop and oversee account forecasting and budget management processes
• •Support financial reconciliation for service contract accounts
• •Identify and implement cost savings initiatives and profitability improvement strategies
• •Contribute to regional and global operational excellence and financial initiatives as required

Health, Safety, Security & Environment (HSSE) Management

Ensure the provision of a