Senior Director, Technology Account Management

JLL • Chicago, IL

4d • $145,000 - $180,000 • Remote

About The Position

The Service Delivery Manager (SDM) is part of JLL’s Work Dynamics Technology Enablement team and is responsible for consistent, effective delivery of IT services to a large financial services client account. The role serves as a central contact for service matters and a trusted technology advisor to client stakeholders, including senior and executive leaders. It represents JLL Technology in client governance forums and business reviews and coordinates with account leadership, internal technology teams, clients, and third-party vendors.

The SDM oversees day-to-day operations of JLL Work Dynamics technology application platforms for the account, with responsibility for their stability, availability, performance, support, and maintenance. The role drives operational efficiency and continuous improvement while ensuring service delivery meets agreed service levels and operational standards. It also supports incident, problem, and change management; reporting and documentation; staff mentoring; vendor management; and compliance with the security, privacy, and regulatory requirements of a financial services environment.

The position is remote, with locations listed as Charlotte, North Carolina; Chicago, Illinois; and Richmond, Virginia. Visa sponsorship is not provided; candidates must be authorized to work in the United States without sponsorship. Applications are accepted on an ongoing basis until a candidate is identified.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 5 years of experience in IT service management or a related role.
• Strong understanding of IT service management principles, including ITIL v4.
• Experience managing incident, problem, and change management processes.
• Proficiency managing account and vendor relationships, SLAs, and service contracts.
• Excellent communication, interpersonal, and presentation skills.
• Proven ability to build and maintain relationships with stakeholders at all levels.
• Executive presence and experience presenting to and influencing senior client stakeholders.
• Experience with project management methodologies.
• Familiarity with service management tools and technologies.
• Experience working in a complex, matrixed organization.
• Must be authorized to work in the United States without sponsorship; this position does not provide visa sponsorship.

Nice To Haves

• Experience supporting clients in financial services or other highly regulated industries.
• Familiarity with the JLL Work Dynamics technology ecosystem.

Responsibilities

• Ensure high-quality IT service delivery in accordance with service-level agreements (SLAs) and operational standards; monitor performance and identify improvement opportunities using metrics and KPIs.
• Build and maintain relationships with client stakeholders, account leadership, and internal technology teams, including senior executives.
• Act as the client-facing technology lead and liaison between technology teams and business units, communicating technical matters in clear business terms.
• Anticipate client IT service needs, serve as an escalation point, and address service issues transparently and composedly.
• Develop and implement incident and problem management processes; coordinate incident response and troubleshooting to minimize downtime and business impact.
• Conduct root cause analysis and implement corrective actions to prevent recurring incidents and problems.
• Coordinate maintenance activities, including software updates, patches, and upgrades, in accordance with maintenance windows and change management processes.
• Coordinate service-related communications among internal teams, clients, and third-party vendors, including updates on performance, incidents, and planned changes.
• Prepare and present service performance reports, metrics, and improvement initiatives for monthly and quarterly business reviews, tailoring them for executive audiences.
• Maintain platform operations documentation, including standard operating procedures, runbooks, and knowledge bases.
• Mentor and coach Technology Operations Specialists and support their professional development.
• Follow client cybersecurity and information security requirements and collaborate with internal security teams; maintain awareness of relevant industry and regional regulations.
• Oversee user management and access control for business applications and BI systems, and ensure appropriate permissions, data protection, and security standards.
• Manage relationships with on-account technology vendors and service providers, ensuring adherence to SLAs and contractual obligations.
• Work with vendors and service providers to resolve platform issues, escalate concerns, drive continuous improvement, and conduct periodic performance evaluations.

Benefits

• 401(k) plan with matching company contributions.
• Medical, dental, and vision care.
• Paid parental leave at 100% of salary.
• Paid time off and company holidays.
• Early access to earned wages through Daily Pay.
• Supportive culture and a benefits package focused on mental, physical, and emotional health.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior