Director, Intelligent Automation

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We are looking for an Intelligent Automation Director — Technical for our JBS Business, as part of our Global Business Excellence and Transformation team. This is a senior leadership role accountable for the full lifecycle of the Automation practice — from RPA and Gen AI-enabled solution delivery through to steady-state Digital Worker Management (run support). The Director owns the handoff between these two connected disciplines, acting as the problem solver who connects the dots between the developer teams building new automations and the Digital Worker Management team keeping deployed automations healthy in production.
About JLL
We're JLL. We're a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate.
If you're looking to step up your career, JLL is the perfect professional home. At JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You'll also make long-lasting professional connections through sharing different perspectives, and you'll be inspired by the best. We're focused on opportunity and want to help you make the most of yours. Achieve your ambitions — join us at JLL!
Role Purpose
The Intelligent Automation Director — Technical leads both RPA/Gen AI delivery and Digital Worker Management for the function and organization. RPA & Gen AI developers and Digital Worker Managers (Run Support) report into this role. This role will utilize technical, project, people, and change management principles and tools to focus on driving delivery, run support, and the connective work between the two.
What This Job Involves
Own both RPA/Gen AI delivery and Digital Worker Management - with Developers and Digital Worker Managers reporting into this role
Be the connective layer between build and run - the problem solver who connects the dots between developer teams delivering new automations and the Digital Worker Management team operating them, ensuring clean handoff, documentation, and knowledge transfer at go-live
Be the Intelligent Automation team’s SME for the Automation Anywhere platform (A360) - architecture, Control Room administration, governance, and best practices - providing technical direction to both delivery and run-support teams
Be accountable for overseeing the development of RPA and Gen AI-enabled automation solutions (including building internal capability and/or partnering with a vendor to bring on board best-in-class build capability)
Own the over-arching framework to deliver automation from inception (design/build) through to maintenance and ongoing monitoring of digital worker performance
Work closely with technology to embed a holistic Automation SDLC that integrates and operates effectively with technology infrastructure requirements, across both delivery and run support
Build and maintain effective communications with key stakeholders, cross functional leaders, business analysts and both delivery and Digital Worker Management project teams
Lead and manage multiple concurrent project workstreams (delivery) and run-support operations (Digital Worker Management) - owning plans, documentation, and schedules across both
Be accountable for delivering agreed internal stakeholder benefits, across both new solution delivery and production stability
Coach, guide, and develop team members, developers, and Digital Worker Managers
Drive a culture of process re-engineering into automation solution design
Model and champion Gen AI-enabled automation to reduce manual processes and improve employee productivity
Implement best practices to reduce complexity, improve scalability, reusability, security and increase efficiency through standardisation - across both build and run
Own governance of the full automation estate - bot inventory, health, and incident/change management - including run metrics and KPIs (incidents, change requests, deployments, bot performance) reported up through the Digital Worker Management team
Establish the QA/testing processes and broader capability for automations
Ensure robust governance and regular report out to achieve all defined outcomes within defined timeframe, monitor and report on actual savings achieved from the key projects and validate benefit with visible financial or capacity impact, manage close timelines and communicate on a timely basis if deadlines slip, interact with the Business teams and internal stakeholders to resolve issues, manage multiple stakeholders and be responsible for supporting the metrics reporting for the relevant process
The Candidate
The successful candidate will combine the ability to lead multiple teams/workstreams - spanning both delivery and run support - with project and people management skills and prior experience delivering the benefits of transformational change. They are a natural problem solver who thrives on connecting the dots between teams and resolving the issues that fall between build and run.
The candidate needs a demonstrable and highly commercial mind-set, strong financial acumen in addition to excellent listening and communication skills. A logical, structured approach to problem solving and common sense are key.
Experience
Extensive professional experience, ideally with a top-tier strategy consulting firm and/or with a firm with a well-established transformation agenda
Previous roles include Technical Delivery and/or Run Support leadership responsibility in a global company with similar size to JLL
At least 10+ years of experience which includes RPA, Gen AI, and programming, including several years in a people-leadership capacity spanning both delivery and run support
Automation Anywhere SME (required): extensive, SME-level experience with Automation Anywhere A360 - Control Room administration, bot development, and governance - with certifications; familiarity with Power Automate is a plus
Experience with Gen AI tools/tech implementations, including LLM-based prompting and enterprise Gen AI platforms (OpenAI, Anthropic Claude, Microsoft Copilot, Azure OpenAI)
Proven experience leading or overseeing a run-support/production-support function (L1/L2 support, incident management, change management) at scale, not just solution delivery
Direct experience of major international business transformation projects
Excellent analytical and program management skills are essential
Diverse industry and functional backgrounds gained through consulting or elsewhere
Understanding of or exposure to global real estate markets preferred but not essential
Ability to effectively design, gain alignment and successfully execute significant transformation change initiatives from project start to finish
Ability to train / transfer learning and skills, and to develop the leads reporting into this role
Strong interpersonal and communication skills
Needs to demonstrate significant credibility in having previously delivered Automation design/implementation programmes and run/production-support functions at scale
Technical Skills
Must have deep experience across the full lifecycle: Solution Design, Development, Testing, Run Support, Maintenance, Incident Management and Change Management
Control Room administration (SME level): architecture, environment strategy, credential/security management, and license/bot allocation for Automation Anywhere A360
Experience with Process Analysis, Design, and Implementation, Business and Technical requirements, Problem-Solving, and Testing, including UAT and Bug fixes
Deep experience in Change Request and Incident management processes, including setting up and running these processes for a Digital Worker Management function
Knowledge of SDLC and Agile development
Good working experience with all types of applications and APIs used in RPA (Web, Windows, Email, PDF, API, Excel, Word, SharePoint, SAP, Terminal Applications, etc.)
Good working experience with document automation and OCR tools (e.g., IQ Bot), including Gen AI-powered document processing
Experience of Database, Python/VB scripting, and Exce