Associate Director - Operations Manager

Company Description

Turner & Townsend is a global professional services company with over 22,000 people in more than 60 countries. 

Working with our clients across real estate, infrastructure, energy and natural resources, we transform together delivering outcomes that improve people’s lives. Working in partnership makes it possible to deliver the world’s most impactful projects and programmes as we turn challenge into opportunity and complexity into success. 

Our capabilities include programme, project, cost, asset and commercial management, controls and performance, procurement and supply chain, net zero and digital solutions. 

We are majority-owned by CBRE Group, Inc., the world’s largest commercial real estate services and investment firm, with our partners holding a significant minority interest. Turner & Townsend and CBRE work together to provide clients with the premier programme, project and cost management offering in markets around the world.

Job Description

The Associate Director – Operations Manager responsible for overseeing operational performance across our team. The role focuses on ensuring consistent, high‑quality project delivery, effective resource utilization, strong governance, and alignment with business strategy across all commissions. The position partners closely with Directors and Project Directors to drive operational excellence, scalable delivery models, and client satisfaction.

Key Responsibilities

Operations & Delivery Governance

• Provide operational oversight across the full portfolio of project management assignments.
• Establish, maintain, and enforce PM delivery standards, methodologies, reporting frameworks, and quality assurance processes.
• Ensure consistent application of PM best practices across all projects (e.g., change control, risk management, schedule governance).
• Act as escalation point for delivery challenges, performance risks, and complex client issues.
• SOX control responsibilities may be part of this role, which are to be adhered to where applicable.

Resource & Capacity Management

• Lead resource forecasting, allocation, and utilization planning across PM teams.
• Balance workloads across projects to ensure optimal staffing and minimal delivery risk.
• Partner with Directors and HR on recruitment strategy, onboarding, staff development, and succession planning for PM talent.
• Monitor utilization and productivity metrics and implement corrective actions where required.

Project Performance Oversight

• Provide independent oversight of major, high‑value, or high‑risk PM commissions.
• Support Project Directors and Senior Project Managers with recovery strategies for challenged projects.
• Review project performance data including schedule adherence, risk registers, issue logs, and client feedback.
• Promote lessons‑learned processes and continuous improvement across the PM practice.

Financial & Commercial Support 

• Support operating budgets related to PM delivery (headcount costs, utilization targets).
• Monitor fee burn, staffing assumptions, and resourcing alignment with PM scopes.
• Support go/no‑go decisions and operational input into PM bids and proposals.
• Ensure PM scopes are resourced and delivered in line with agreed fee and service levels.

Process Improvement & Strategy Execution

• Lead continuous improvement initiatives focused on PM delivery efficiency, reporting, and controls.
• Support implementation and optimization of PM systems and tools (e.g., scheduling platforms, dashboards, document management).
• Translate business strategy into operational PM delivery plans with measurable outcomes.
• Support growth initiatives through scalable PM operating models.

Client & Stakeholder Engagement

• Support Directors in key client relationship management and strategic accounts.
• Participate in senior project reviews, steering committees, and client performance reviews.
• Ensure consistent client experience across all PM engagements.
• Represent operations within leadership forums and internal governance meetings.

Qualifications

• Bachelor’s degree in Construction Management, Engineering, Architecture, or related discipline.
• 10–15+ years of experience in project management consultancy or professional PM services.
• Proven experience overseeing multi‑project PM operations or a PM business unit.
• Strong understanding of PM governance, delivery frameworks, and client-facing leadership.
• Professional accreditation preferred (PMP, APM, PRINCE2, RICS,