Service Delivery Manager

Job not on LinkedIn

🔥 3 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $97.4k - $141.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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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 improvements using metrics, KPIs, and SLAs • Develop and implement incident and problem management processes • Lead incident response and troubleshooting to minimize downtime and business impact • Conduct root cause analysis and implement corrective actions • Coordinate software updates, patches, upgrades, and maintenance activities • Serve as the primary contact for service-related communications among internal teams, clients, and vendors • Build relationships with clients, account leadership, and internal technology teams • Prepare and present reports on service performance, metrics, and improvement initiatives • Maintain platform operations documentation, SOPs, runbooks, and knowledge bases • Mentor and coach Technology Operations Specialists • Ensure compliance with cybersecurity, information security, data protection, and relevant regulations • Oversee user management and access controls for business applications and BI systems • Manage technology vendors and service providers, including SLA and contract adherence • Evaluate vendor performance and drive continuous improvement initiatives

🎯 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 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 • Must be authorized to work in the United States without sponsorship • This position does not provide visa sponsorship

🏖️ Benefits

• 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 • Supportive culture and comprehensive benefits package prioritizing mental, physical, and emotional health • Reasonable accommodations for individuals with disabilities