Introduction

Neil Murray, who leads Real Estate Management Services at JLL, has made his position clear: artificial intelligence should elevate, not eliminate, the people keeping commercial buildings running. His stance challenges the common fear that automation inevitably means fewer jobs.

What Happened

Murray's comments come as JLL releases its 2026 Global State of Facilities Management Report, surveying 1,321 organizations across 15 countries. The report reveals that 89% of facility teams are redirecting budgets from labor toward technology and automation, while 87% expect outsourcing contracts to shift toward outcome-based pricing by 2030. Under such models, fixed fees replace hourly billing, turning human labor from a revenue stream into a direct cost.

Murray also points to the growing role of purpose-built robotics, autonomous scrubbers, lawn-care bots, and remote security systems rather than humanoid engineers. These machines target cleaners, security staff, and access-control roles, not licensed tradespeople.

Why This Matters

Beyond the technology, the report highlights a structural shift: holding headcount flat while increasing output is now framed as a meaningful result of AI-driven productivity. Murray notes that 68% of organizations have already felt disruption from skilled-trades shortages, and the broader economy will need roughly 1.7 million trade workers annually through 2035, even as nearly a quarter of the current workforce approaches retirement.

He argues that AI is actually shining a light on the value of physical trades, calling it a potential golden age for skilled labor at a time when only 9% of high school students consider entering the field.

Key Takeaways

  • AI adoption in facilities management is shifting budget priorities from people to technology.
  • Outcome-based contracts are replacing labor-based billing, changing the financial incentive structure.
  • Purpose-built robotics will automate routine tasks, not replace licensed trades.
  • Skilled-trades shortages are real, with 68% of organizations reporting operational disruption.
  • Murray believes automation will create more human-centric, impactful roles rather than reduce headcount.

Conclusion

Murray's position offers a rare optimistic view: that technology and human skill can coexist, and that the future of facilities management may depend less on headcount and more on how wisely AI is deployed. Whether those predictions hold up remains to be seen, but the conversation is already reshaping how the industry thinks about work, value, and the people behind it.