Service Delivery Manager – Technology Enablement

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Jones Lang LaSalle Americas, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

🏠 Real Estate

🤝 B2B

💼 Consulting

Real Estate • B2B • Consulting

Jones Lang LaSalle Americas, Inc. is a company that provides commercial real estate services for corporations and investors worldwide. Their focus is on helping clients save money, increase productivity, and improve sustainability in real estate operations.

📋 Description

• Ensure delivery of high-quality IT services according to SLAs and operational standards • Monitor service performance and identify improvement opportunities using metrics, KPIs, and SLAs • Develop and implement incident and problem management processes • Lead incident response and troubleshooting to minimize platform downtime and business impact • Conduct root cause analysis and implement corrective actions • Coordinate software updates, patches, upgrades, and other maintenance activities • Serve as the primary contact for service-related communications among internal teams, clients, and vendors • Build and maintain relationships with clients, account leadership, and internal technology teams • Prepare and present service performance, metrics, and improvement reports • Maintain operational documentation, runbooks, standard operating procedures, and knowledge bases • Mentor and coach Technology Operations Specialists • Ensure compliance with cybersecurity, information security, data protection, and security standards • Oversee user management and access control for business applications and BI systems • Manage on-account technology vendors and service providers, including performance evaluations and issue resolution • Drive continuous improvement initiatives with vendors and service providers

🎯 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, including ITIL v4 • Experience managing incident, problem, and change management processes • Proficiency managing account relationships, vendor relationships, SLAs, and service contracts • Excellent communication, interpersonal, and presentation skills • Ability to build and maintain stakeholder relationships 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