Technology Service Delivery Manager

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Jones Lang LaSalle Americas, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

We provide commercial real estate services for corporations and investors across the globe that save money, increase productivity and improve sustainability.

📋 Description

• 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