MTS Service Delivery Manager

Jones Lang LaSalle Incorporated; Northern (KY); Hybrid; USD 133,000 - 165,000; Full time

Job summary

Jones Lang LaSalle Incorporated is seeking a MTS Service Delivery Manager to lead regional service delivery for a multi-location client portfolio. The role is remote with multiple US locations including the assigned region.

You will manage SLA compliance, staffing optimization, and quality standards, acting as the primary liaison with facility managers. Required are 4+ years in field operations or service delivery, a relevant bachelor's degree, and strong data analysis and cross-functional

Qualifications

• Bachelor's degree in Engineering, Business, Operations Management, Facilities Management, or related field.
• 4+ years of field operations or service delivery experience in technical services or facilities management.
• Experience coordinating across multi-location teams.
• Strong communication and customer service orientation.
• Ability to interpret KPI/financial data and develop corrective actions.

Responsibilities

• Build and maintain strong relationships with client facility managers; serve as their trusted operational advisor and primary point of contact for all MTS matters in your region.
• Monitor SLA performance and KPI execution across your region; identify at-risk metrics and escalate for corrective actions.
• Plan and coordinate staffing requirements related to client store openings and closings; ensure adequate coverage and skill mix for new locations.
• Conduct regular quality audits at client facilities to ensure service standards meet client expectations; drive corrective actions.
• Collaborate with Operations Managers to address capability gaps and ensure field team readiness.

Skills

Operations management

Client relationship management

Cross-functional collaboration

Data analysis

Safety compliance

Education

Bachelor's degree in Engineering/Related field

Tools

Corrigo

Microsoft Office

Job description

## MTS Service Delivery ManagerApply: Remote: Tampa, FL: Portland, OR: Dallas, TX: Seattle, WA: Atlanta, GA: Full time: Posted Yesterday: REQ534788**JLL empowers you to shape a brighter way**.Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.The MTS Service Delivery Manager is the operational and regional execution leader for a dedicated client account, responsible for day-to-day service delivery, performance accountability, and quality assurance across all MTS operations in their region. Reporting to the Account Leader, you own accountability for KPI performance, staffing optimization, quality standards, and regional client satisfaction. You are the primary operational point of contact for client facility managers—the face of MTS in your region. You'll serve as the trusted advisor on all operational matters, respond directly to facility manager needs, and coordinate across Operations Managers to ensure consistent execution, SLA compliance, and continuous improvement.This is an operationally intense, client-facing role grounded in execution rigor and accountability. You'll move between strategic priorities (staffing planning, KPI corrective action, capability gaps) and tactical execution (quality audits, schedule optimization, issue escalation and resolution). Success requires the ability to build strong client relationships, drive accountability across your region without direct hiring authority (by design—keeping your focus on execution and client delivery, not hiring logistics), collaborate effectively with Operations Managers, anticipate client needs, and maintain discipline around cost, quality, and safety standards.What sets this role apart is the direct client visibility and trust. You translate account strategy into consistent, reliable service delivery—ensuring every technician, every shift, and every work order reflects MTS's commitment to technical excellence and operational reliability, and ensuring the client knows that MTS is operationally responsive and committed to their success.**What your day-to-day will look like:****Client Relationship & Regional Operations*** Build and maintain strong relationships with client facility managers; serve as their trusted operational advisor and primary point of contact for all MTS matters in your region* Respond directly to facility manager requests, escalations, and operational questions; ensure every interaction reflects MTS's commitment to responsiveness and reliability* Communicate regularly with facility managers on regional performance, staffing plans, and operational changes; gather feedback and address concerns proactively* Monitor SLA performance and KPI execution across your region; identify at-risk metrics and escalate to the Account Leader when corrective actions are not resolved within pre-defined time frames* Monitor account-level KPIs including fee-at-risk metrics; develop regional corrective action plans in collaboration with the Account Leader* Act as the primary escalation point for your region; support resolution of scheduling conflicts and technical issues in conjunction with Operations Managers* Monitor daily work order activity and respond when issues arise; resolve scheduling or operational barriers that impact SLA or client satisfaction* Coordinate with Operations Managers across your region to drive action on operational priorities, staffing adjustments, and quality improvements**Staffing & Operational Planning*** Conduct ongoing analysis of MTS staffing levels, hours allocation, and skill mix for your region; provide direct input to Operations Managers on staffing needs and coverage requirements* Plan and coordinate staffing requirements related to client store openings and closings; ensure adequate coverage and skill mix for new locations* Ensure client facility information (store openings, closings, equipment changes, facility modifications) is captured and communicated to Operations Managers and field teams to inform staffing and service planning* Manage schedule monitoring for SLA risk; work with Operations Managers to adjust coverage and prioritization as required**Quality & Performance Accountability*** Conduct regular quality audits at client facilities to ensure MTS service standards meet or exceed client facility manager expectations; monitor and review quality audit results and safety inspection findings conducted by Operations Managers.* Own accountability for quality standards and compliance in your region; establish audit protocols, identify trends, and drive corrective action* Provide direct feedback to Operations Managers on performance, execution gaps, quality findings, and opportunities for improvement* Ensure all MTS staff in your region understand quality and safety expectations; model accountability and continuous improvement**Capability Management & Field Readiness*** Receive basic Corrigo training; audit skills assignments in Corrigo to ensure technicians are properly certified and trained for assigned work* Ensure client-specific training completion is tracked and current; maintain working knowledge of critical client equipment and systems relevant to your region* Support training delivery and skills validation; work with Operations Managers to address competency gaps and ensure field team readiness**Collaboration & Cross-Functional Alignment*** Partner closely with the Account Leader on regional performance, staffing strategy, and capability gaps* Collaborate with Operations Managers on execution planning, issue resolution, and continuous improvement initiatives* Communicate regularly with your Account Leader on regional performance, KPI status, and escalated issues* Coordinate with TSSO, Quality & Business Intelligence, and other MTS functions on technical issues, audit findings, and process improvements**What You'll Bring****Required qualifications:*** Bachelor's degree in Engineering, Business, Operations Management, Facilities Management, or a related field* 4+ years of field operations, service delivery, or account management experience in technical services, facilities management, or related environment* Demonstrated success managing operations within a multi-location or geographically distributed environment* Proven ability to coordinate across teams; strong influencing and collaboration skills* Hands-on understanding of technical services operations—mechanical, electrical, plumbing, HVAC, or building systems—sufficient to credibly lead field teams and engage with clients* Strong safety mindset and demonstrated commitment to safety culture and compliance* Excellent communication skills and customer service orientation; comfortable engaging with facility managers, field teams, and account leadership* Analytical and data-driven; ability to interpret KPI and financial data, identify trends, and develop corrective action plans* Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams); comfort with operations management and reporting systems* Ability to work a flexible schedule including on-call support for escalations**Preferred qualifications:*** Food & Beverage, QSR or retail operations or maintenance experience* Experience managing regional or multi-location service delivery operations* Familiarity with field service operations platforms (Corrigo, asset management systems) or facilities management software* Background in quality assurance, audit, or compliance management* Track record of driving process improvement and operational efficiency* Knowledge of building systems, controls, or facilities management technologies* Experience with preventive maintenance program management or facilities reliability* Current or previous experience in a client-facing operations roleThis position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.**Estimated compensation for this position:**133,000.00 – 165,000.00 USD per year*This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.***Location:**Remote –Atlanta, GA, Dallas, TX, Portland, OR, Seattle, WA, Tampa, FL