Overview

JLL is seeking a Business Delivery Manager for the Americas region. This role reports to the Head of Business Services and serves as a critical central position within a high-profile technology client account. The Business Delivery Manager bridges the gap between account objectives and operational excellence, focusing on communications and change management to ensure complex programs and initiatives are delivered efficiently and widely adopted across the Americas account team.

What This Job Involves

This position blends creative thinking, strategic execution, and client relationship skills in a role that directly supports the account. You will contribute to important client relationships through strategic creative work, shape compelling narratives, work with AI-powered creative tools, and collaborate regularly with senior leadership.

Key Responsibilities

Business Delivery

• •Lead strategic delivery planning by creating comprehensive roadmaps and program plans aligned with JLL and client workplace priorities
• •Develop and execute multi-channel communication strategies using newsletters, town halls, and intranet platforms to ensure transparency and engagement
• •Tailor messaging for diverse stakeholder groups ranging from individual contributors to executive leadership
• •Work closely with the Senior Leadership Team to plan and execute service line programming
• •Collaborate with the Programs Manager and Performance Manager to schedule program rollouts and define success metrics
• •Drive change management initiatives by facilitating stakeholder workshops, identifying resistance points, and establishing success measures for adoption
• •Partner with Senior Leadership Team, Global Programs, Business Operations, and Governance teams to identify operational bottlenecks and drive continuous process improvement

Creative Strategy and Client Care

• •Lead client journey initiatives that identify opportunities for enhanced engagement and value delivery
• •Coordinate client feedback collection and integration processes to inform service improvements
• •Assist with sensitive client communications and situation management under leadership guidance
• •Translate complex data and strategic concepts into compelling visual presentations for clients
• •Develop narratives and storytelling frameworks that support client communications and highlight the firm's value proposition
• •Create high-quality presentations for client meetings, strategic reviews, and growth opportunities
• •Utilize AI-driven content creation tools to produce unique, high-fidelity client-facing assets
• •Ensure quality control for client-facing reports, proposals, and presentations
• •Write, edit, and produce compelling content showcasing client partnerships and business outcomes across multiple channels
• •Coordinate video production and graphic design deliverables for client communications
• •Support digital presence activities for key accounts including content development and user experience optimization
• •Contribute to thought leadership initiatives that position the firm as a strategic partner
• •Monitor client satisfaction metrics, communication effectiveness, and relationship indicators
• •Maintain consistency, quality, and best practice implementation across all client touchpoints

Required Qualifications

• •Bachelor's degree in Communications, Design, Marketing, Business, or related field
• •6+ years of experience in strategic communications, account coordination, client experience, business operations, or related client-facing roles
• •Experience supporting senior leadership in client relationship activities
• •Demonstrated skills in professional client presentation work and creative project execution
• •Strong skills in Adobe Creative Cloud and presentation software
• •Familiarity with AI-powered creative tools
• •Experience supporting high-value client relationships and understanding complex account dynamics
• •Excellent written and verbal communication skills with ability to adapt content for diverse audiences
• •Strong project management skills and ability to manage multiple priorities
• •Proven ability to translate complex strategies into action

Preferred Qualifications

• •Experience in relevant industry sector
• •Experience with the Google Suite of products
• •International communications experience
• •Experience leading communications through organizational change or transformation
• •Agency management experience
• •Public speaking and presentation skills
• •Digital communications strategy expertise

Compensation and Location

• •Estimated base salary: 105,000 to 130,000 CAD per year
• •Location: On-site, Toronto, ON
• •Opening Type: Replacement