Technical Services 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.
Role Purpose:
The Technical Services Manager leads engineering operations and delivers exceptional technical service across the facilities management contracts they support. The role combines hands-on technical expertise with strong leadership capabilities to manage team performance, ensure health and safety compliance, drive client satisfaction, and optimise operational efficiency across all engineering activities. The role leads a team of Engineering Technicians, Mobile Engineers, and Specialist Technicians, working closely with clients, JLL account teams, Health & Safety teams, the Central Engineering Centre, procurement, and finance.
Key Responsibilities:
Team Leadership & Performance Management
Lead, develop, and coach the engineering team to deliver customer excellence across supported contracts and regions.
Manage overall team performance through regular 1:1s, training, coaching, and development activities.
Set team goals and communicate strategic priorities to ensure alignment with business objectives.
Manage the new starter process and technician onboarding/offboarding procedures.
Oversee attendance and holiday planning, managing diaries for sickness and absence.
Coordinate out-of-hours rotas and manage overtime tracking to optimise resource allocation.
Lead twice-daily performance management calls with the Central Engineering Centre.
Maintain the training matrix to ensure team competency and regulatory compliance.
Manage operational performance of the engineering team against key performance indicators.
Coordinate work schedules to minimise disruptions and maximise efficiency.
Oversee vehicle management and allocation for field technicians.
Health, Safety & Compliance Management
Promote and ensure compliance with Health, Safety, and Environmental policies and procedures.
Conduct regular engineering health and safety audits and comprehensive site audits.
Manage 2,2,2 reporting for safety leadership initiatives.
Oversee driver safety programmes and vehicle compliance.
Ensure all statutory, mandatory, and routine inspections are completed on schedule.
Review and approve permit applications, ensuring all necessary safety measures are in place.
Ensure all work activities comply with current health and safety regulations.
Coordinate with JLL and Health and Safety teams to implement and maintain safety protocols.
Monitor and report on near misses and good catches to promote a proactive safety culture.
Manage IOSH Managing Safely compliance across the team.
Technical Operations & Service Delivery
Provide technical frontline support to technicians, addressing complex technical challenges.
Deliver technical gaps not fulfilled by CDM (Contract Delivery Manager).
Review and optimise Planned Preventative Maintenance (PPM) schedules for efficiency and compliance.
Oversee PPM injection and technical asset management activities.
Ensure SFG20 governance and compliance across all engineering activities.
Conduct thorough job audits to maintain quality and compliance standards.
Monitor quality of job notes, quotes, and certificates to uphold professional standards.
Validate Work Request System (WRS) detail for accuracy and completeness.
Perform regular Samara system checks for data integrity and process adherence.
Ensure vendor competence and value for money through rigorous performance evaluation.
Support skilled qualification development within the technical team.
Asset & Lifecycle Management
Manage asset collection reviews from a technical perspective.
Oversee asset lifecycle management to optimise equipment performance and longevity.
Coordinate PPM injection for asset management optimisation.
Review and maintain accurate asset registers and technical documentation.
Plan and execute strategic asset replacement programmes.
Client & Contract Management
Deliver monthly performance reporting and Quarterly Business Reviews (QBR) to clients.
Prepare comprehensive QBR packs showcasing performance metrics and improvement initiatives.
Manage client expectations through effective escalation planning and proactive communication.
Create and maintain account continuous improvement plans.
Respond promptly and professionally to client quote queries.
Create and own the account risk register, identifying and mitigating operational risks.
Develop proposals for contract renewals demonstrating value and performance excellence.
Manage breach/to-breach reporting and contract variation processes.
Understand and apply different contract types to optimise service delivery.
Manage ad hoc improvement plans in response to client requirements.
Commercial & Financial Accountability