Service Delivery Manager

JLL•Charlotte, NC

12d•$97,400 - $141,100•Remote

About The Position

The Technology Enablement function empowers Work Dynamics (WD) accounts to gain insights, maximize decision-making capabilities, and ensure high customer satisfaction by driving optimal value from the JLL technology platform. It ensures operational excellence of Work Dynamics on-account business applications and data platforms including technology performance management, compliance, and security. The Service Delivery Manager (SDM) is a key role within the Work Dynamics Technology Enablement team, responsible for ensuring the consistent and effective delivery of IT services to assigned Work Dynamics accounts. The SDM acts as a central point of contact for service-related matters, focusing on communication, collaboration, and coordination to maintain high levels of client satisfaction and operational excellence. The SDM oversees the day-to-day management and operations of JLL’s Work Dynamics Technology application platforms on one or more customer accounts, ensuring stability, availability, and performance of JLL technology, managing platform support and maintenance activities, and driving operational efficiency. This role is critical in ensuring the smooth operation of technology services and driving continuous improvement.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field.
5+ years of experience in IT service management or a related role.
Strong understanding of IT service management principles (ITIL v4).
Experience in managing incident, problem, and change management processes.
Proficiency in managing account relationships, vendor relationships, SLAs, and service contracts.
Excellent communication, interpersonal, and presentation skills.
Proven ability to build and maintain strong relationships with stakeholders at all levels.
Experience with project management methodologies.
Familiarity with service management tools and technologies.
Experience working in a complex, matrixed organization.
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Familiarity with the JLL Work Dynamics technology ecosystem is a plus.

Responsibilities

Ensure the delivery of high-quality IT services, adhering to agreed-upon Service Level Agreements (SLAs) and operational standards.
Proactively monitor service performance and identify areas for improvement, utilizing metrics, KPIs, and SLAs.
Develop and implement incident and problem management processes to ensure timely resolution of technology issues.
Coordinate and lead incident response and troubleshooting efforts to minimize platform downtime and impact on business operations.
Conduct root cause analysis and implement corrective actions to prevent recurrence of incidents and problems.
Manage and coordinate maintenance activities, including software updates, patches, and upgrades, in adherence to maintenance windows and change management processes.
Serve as a primary point of contact for service-related communications, fostering strong collaboration between internal teams, clients, and third-party vendors.
Ensure clear and consistent communication regarding service performance, incidents, and planned changes.
Build and maintain strong relationships with key stakeholders, including clients, account leadership, and internal technology teams.
Understand client needs and expectations related to IT services.
Prepare and present regular reports on service performance, key metrics, and improvement initiatives.
Establish and maintain documentation related to platform operations, including standard operating procedures, runbooks, and knowledge bases.
Provide mentoring and coaching to Technology Operations Specialists, supporting their professional development and ensuring they have the resources and guidance needed to excel in their roles.
Ensure compliance with client cybersecurity and information security rules, understanding and navigating their processes.
Collaborate with our internal information security and cybersecurity teams, and maintain awareness of relevant industry and regional regulations (e.g., GDPR).
Oversee user management and access control processes, ensuring appropriate permissions and security measures are in place for all business applications and BI systems.
Ensure compliance with data protection regulations and security standards.
Manage relationships with on-account technology vendors and service providers, ensuring adherence to service-level agreements (SLAs) and contractual obligations.
Collaborate with vendors and service providers to resolve platform-related issues, escalate concerns, and drive continuous improvement initiatives.
Conduct periodic vendor performance evaluations to ensure alignment with organizational requirements and quality standards.