MTS Service Delivery Manager

JLL•Tampa, FL

1d•$133,000 - $165,000•Remote

About The Position

The MTS Service Delivery Manager is the operational and regional execution leader for a dedicated client account, responsible for day-to-day service delivery, performance accountability, and quality assurance across all MTS operations in their region. Reporting to the Account Leader, you own accountability for KPI performance, staffing optimization, quality standards, and regional client satisfaction. You are the primary operational point of contact for client facility managers—the face of MTS in your region. You'll serve as the trusted advisor on all operational matters, respond directly to facility manager needs, and coordinate across Operations Managers to ensure consistent execution, SLA compliance, and continuous improvement. This is an operationally intense, client-facing role grounded in execution rigor and accountability. You'll move between strategic priorities (staffing planning, KPI corrective action, capability gaps) and tactical execution (quality audits, schedule optimization, issue escalation and resolution). Success requires the ability to build strong client relationships, drive accountability across your region without direct hiring authority (by design—keeping your focus on execution and client delivery, not hiring logistics), collaborate effectively with Operations Managers, anticipate client needs, and maintain discipline around cost, quality, and safety standards. What sets this role apart is the direct client visibility and trust. You translate account strategy into consistent, reliable service delivery—ensuring every technician, every shift, and every work order reflects MTS's commitment to technical excellence and operational reliability, and ensuring the client knows that MTS is operationally responsive and committed to their success.

Requirements

Bachelor's degree in Engineering, Business, Operations Management, Facilities Management, or a related field
4+ years of field operations, service delivery, or account management experience in technical services, facilities management, or related environment
Demonstrated success managing operations within a multi-location or geographically distributed environment
Proven ability to coordinate across teams; strong influencing and collaboration skills
Hands-on understanding of technical services operations—mechanical, electrical, plumbing, HVAC, or building systems—sufficient to credibly lead field teams and engage with clients
Strong safety mindset and demonstrated commitment to safety culture and compliance
Excellent communication skills and customer service orientation; comfortable engaging with facility managers, field teams, and account leadership
Analytical and data-driven; ability to interpret KPI and financial data, identify trends, and develop corrective action plans
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams); comfort with operations management and reporting systems
Ability to work a flexible schedule including on-call support for escalations
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Food & Beverage, QSR or retail operations or maintenance experience
Experience managing regional or multi-location service delivery operations
Familiarity with field service operations platforms (Corrigo, asset management systems) or facilities management software
Background in quality assurance, audit, or compliance management
Track record of driving process improvement and operational efficiency
Knowledge of building systems, controls, or facilities management technologies
Experience with preventive maintenance program management or facilities reliability
Current or previous experience in a client-facing operations role

Responsibilities

Build and maintain strong relationships with client facility managers; serve as their trusted operational advisor and primary point of contact for all MTS matters in your region
Respond directly to facility manager requests, escalations, and operational questions; ensure every interaction reflects MTS's commitment to responsiveness and reliability
Communicate regularly with facility managers on regional performance, staffing plans, and operational changes; gather feedback and address concerns proactively
Monitor SLA performance and KPI execution across your region; identify at-risk metrics and escalate to the Account Leader when corrective actions are not resolved within pre-defined time frames
Monitor account-level KPIs including fee-at-risk metrics; develop regional corrective action plans in collaboration with the Account Leader
Act as the primary escalation point for your region; support resolution of scheduling conflicts and technical issues in conjunction with Operations Managers
Monitor daily work order activity and respond when issues arise; resolve scheduling or operational barriers that impact SLA or client satisfaction
Coordinate with Operations Managers across your region to drive action on operational priorities, staffing adjustments, and quality improvements
Conduct ongoing analysis of MTS staffing levels, hours allocation, and skill mix for your region; provide direct input to Operations Managers on staffing needs and coverage requirements
Plan and coordinate staffing requirements related to client store openings and closings; ensure adequate coverage and skill mix for new locations
Ensure client facility information (store openings, closings, equipment changes, facility modifications) is captured and communicated to Operations Managers and field teams to inform staffing and service planning
Manage schedule monitoring for SLA risk; work with Operations Managers to adjust coverage and prioritization as required
Conduct regular quality audits at client facilities to ensure MTS service standards meet or exceed client facility manager expectations; monitor and review quality audit results and safety inspection findings conducted by Operations Managers.
Own accountability for quality standards and compliance in your region; establish audit protocols, identify trends, and drive corrective action
Provide direct feedback to Operations Managers on performance, execution gaps, quality findings, and opportunities for improvement
Ensure all MTS staff in your region understand quality and safety expectations; model accountability and continuous improvement
Receive basic Corrigo training; audit skills assignments in Corrigo to ensure technicians are properly certified and trained for assigned work
Ensure client-specific training completion is tracked and current; maintain working knowledge of critical client equipment and systems relevant to your region
Support training delivery and skills validation; work with Operations Managers to address competency gaps and ensure field team readiness
Partner closely with the Account Leader on regional performance, staffing strategy, and capability gaps
Collaborate with Operations Managers on execution planning, issue resolution, and continuous improvement initiatives
Communicate regularly with your Account Leader on regional performance, KPI status, and escalated issues
Coordinate with TSSO, Quality & Business Intelligence, and other MTS functions on technical issues, audit findings, and process improvements