Digital Operations Lead

JLL•Chicago, IL

3d•Remote

About The Position

The Digital Operations Lead serves as the strategic and operational technology leader for assigned client accounts, managing the full lifecycle of technology solutions — from security compliance and platform integration to AI-driven innovation. In this role, you will partner closely with internal teams and client stakeholders to ensure seamless technology service delivery while driving meaningful digital transformation. This is a high-visibility position within JLL's Work Dynamics technology organization, offering direct exposure to senior executive decision-making and the opportunity to shape technology strategy for a major global account.

Requirements

Strong analytical and problem-solving capabilities with the ability to translate complex technical concepts into clear business value
Excellent written and verbal communication skills; comfortable presenting to senior leadership and client executives
Proven ability to manage multiple priorities simultaneously in a fast-paced, client-facing environment
Collaborative, cross-functional mindset with the ability to influence without direct authority
Client-focused approach with strong relationship management and stakeholder engagement skills
Continuous learning orientation and genuine curiosity about emerging technologies, particularly AI and automation
Reliable and results-oriented with high attention to detail and strong organizational skills
Bachelor's degree in Technology, Information Systems, Business, or a related field; advanced degree (MBA, MS in Technology Management) preferred
5–7 years of experience in technology operations, project management, or a similar client-facing technology role
Demonstrated experience managing complex, multi-stakeholder technology projects from initiation through delivery
Strong proficiency in Microsoft Power Automate and other automation platforms; hands-on experience with AI tools and implementation strategies
Working knowledge of information security frameworks, compliance requirements, and system integration methodologies
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Experience in commercial real estate, facilities management, or professional services environments preferred
Proficiency in technology roadmap development and maintenance; familiarity with ITIL or similar service management frameworks

Responsibilities

Oversee day-to-day technology operations across assigned client accounts, ensuring consistent, high-quality service delivery across all platforms and systems
Manage end-to-end information security request processes, including client submissions, review coordination, and multi-stakeholder communications on technical compliance matters
Maintain and regularly update comprehensive technology platform design documents, ensuring accuracy and accessibility for all relevant stakeholders
Monitor system performance and lead troubleshooting efforts for complex technical issues, engaging appropriate escalation resources as needed
Manage active technology integrations across multiple enterprise systems and platforms, ensuring seamless interoperability between existing and new solutions
Develop and maintain standard operating procedures and process documentation for all technology operations
Establish and track metrics and KPIs to measure technology performance, operational efficiency, and client satisfaction
Research, evaluate, and pilot emerging technology applications — with a particular focus on AI implementation and automation.
Develop business cases for new technology investments, assessing potential ROI and business impact
Lead digital transformation projects within client environments, translating technical capabilities into tangible business value
Implement continuous improvement initiatives to enhance operational efficiency and reduce manual workload through process automation
Serve as the primary technology liaison between JLL internal teams and client stakeholders, facilitating cross-functional collaboration across IT, operations, and leadership
Present technology strategies, roadmap updates, and project status to senior leadership and client executives
Manage vendor relationships and technology partnerships; coordinate with legal and compliance teams on technology-related matters