JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Business Delivery Manager, Americas
What this job involves - The Business Delivery Manager reports to the Head, Business Services and serves as a critical central position within a high-profile technology client account. This role is essential for bridging the gap between account objectives and operational excellence. By focusing on communications and successful change management, the Business Delivery Manager ensures that complex account programs and initiatives are not only delivered efficiently but are also widely adopted and understood across the Americas account team, directly impacting employee engagement and operational consistency.
What does your day-to-day look like?
This position offers an excellent opportunity to blend creative thinking, strategic execution, and client relationship skills in a role that directly supports the account.
Client Impact: You'll contribute meaningfully to our most important client relationships through strategic creative work
Strategic Communications: Shape compelling narratives, craft multi-channel messaging frameworks, and ensure executive communications are clear, consistent, and engaging
Creative Innovation: Work with cutting-edge AI-powered creative tools while maintaining professional presentation standards
Leadership Collaboration: Regular interaction with senior leadership and direct contribution to firm-wide client strategy
Skill Development: Continuous learning opportunities in emerging creative technologies and client experience methodologies
Key Responsibilities
Business Delivery
Lead strategic delivery planning by creating comprehensive roadmaps and program plans that align with JLL and and our client’s evolving workplace priorities
Develop and execute multi-channel communication strategies, utilizing newsletters, town halls, and intranet platforms, to ensure transparency and engagement; tailor messaging specifically 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 and managing potential points of resistance, and establishing success measures for adoption and the long-term impact of transitions
Partner proactively with the Senior Leadership Team, Global Programs, Business Operations and Governance teams to identify operational bottlenecks, driving continuous process improvement and collaborative problem-solving to enhance overall service delivery.
Creative Strategy and Client Care:
Client journey initiatives that identify opportunities for enhanced engagement and value delivery
Coordinate client feedback collection and integration processes, ensuring insights inform service improvements
Assist with sensitive client communications and situation management under leadership guidance
Collaborate with leadership to translate complex data and strategic concepts into compelling, professional visual presentations for clients
Develop narratives and storytelling frameworks that support client communications and highlight our 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, maintaining consistency and excellence
Write, edit, and produce compelling content that showcases client partnerships and business outcomes across multiple channels
Coordinate video production and graphic design deliverables for client communications, ensuring high-quality visual storytelling
Support digital presence activities for key accounts, including content development and user experience optimization
Contribute to thought leadership initiatives that position our firm as a strategic partner for clients
Work closely with leadership and communication to deliver client-focused excellence
Collaborate effectively with account teams, leadership, and regional communications professionals to ensure unified client experiences
Monitor client satisfaction metrics, communication effectiveness, and relationship indicators
Help 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
Creative Portfolio: Demonstrated skills in both professional client presentation work and creative project execution
Strong skills in Adobe Creative Cloud, presentation software, and 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/transformation
Agency management experience
Public speaking and presentation skills
Digital communications strategy expertise
If this resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading skilled services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility.
That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is significant to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
📌 Business Delivery Manager (Toronto)
🏢 JLL
📍 Toronto