Technology Service Delivery Manager
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Job Description
Service Delivery Manager ensuring effective IT service delivery for Work Dynamics accounts at JLL. Monitoring performance and providing mentoring while maintaining high client satisfaction.
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
- Prepare and present regular reports on service performance, key metrics, and improvement initiatives
- 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
- Manage relationships with on-account technology vendors and service providers, ensuring adherence to service-level agreements (SLAs) and contractual obligations.
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
- Familiarity with the JLL Work Dynamics technology ecosystem is a plus.
Benefits:
- Professional development opportunities
- Remote work options
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