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This item was approved through the Req tracker as TAS - 0028 (Senior Service Delivery Manager)

Service Delivery Manager, WD Technology Enablement

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 a large financial services client account within Work Dynamics. 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 is a trusted technology advisor to client stakeholders, including senior and executive leaders, and represents JLL Technology with credibility in client governance forums and business reviews. The SDM oversees the day-to-day management and operations of JLL’s Work Dynamics Technology application platforms on the account, 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.

Key Responsibilities:

• Service Management & Delivery: 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.
• Client Relationship Management & Executive Engagement: Build and maintain trusted relationships with client stakeholders at all levels, including senior executives, as well as account leadership and internal technology teams. Act as the client-facing technology lead and liaison between technology teams and business units, translating technical matters into clear business terms. Anticipate client needs and expectations related to IT services, and serve as a point of escalation for service issues, handling them with composure and transparency.
• Incident, Problem & Change Management: 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
• Communication & Collaboration: 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.

• Reporting & Documentation: Prepare and present regular reports on service performance, key metrics, and improvement initiatives, tailoring content and delivery for executive audiences in monthly and quarterly business reviews. Establish and maintain documentation related to platform operations, including standard operating procedures, runbooks, and knowledge bases.
• Team Mentoring & Support: 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.
• Compliance & Security: Operate within the rigorous security, privacy, and regulatory expectations of a financial services environment. 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.
• Vendor & Service Provider Management: 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.

Qualifications and Skills:

• 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.
• Demonstrated executive presence, with 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.
• Experience supporting clients in financial services or other highly regulated industries is preferred.
• Familiarity with the JLL Work Dynamics technology ecosystem is a plus.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Expected compensation for this position:

185,000.00 – 220,000.00 USD per year

Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

Remote –Charlotte, NC, Chicago, IL, Richmond, VA

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits include:

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary 
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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For candidates in the United S