Platform Engineering Manager — AI-Driven ITSM

JLL; Chicago (IL); On-site; USD 140,000 - 190,000; Full time

Job summary

JLL is seeking an ESM Platforms Engineering Manager to lead engineering across Moveworks, ServiceNow, and AI agent development on internal platforms. You will own end-to-end delivery, set engineering standards, and mentor a blended team of direct staff and contractors.

This role drives the transformation of ITSM into a value-adding platform for the business, leveraging guardrails, AI capabilities, and scalable automation while collaborating with Platform Leads and governance bodies.

Qualifications

• Strong hands-on automation and software-engineering skill.
• Experience with AI agent development and enterprise platforms.
• Expertise in ITSM/ITIL at large-enterprise scale.

Responsibilities

• Own end-to-end engineering delivery across Moveworks, ServiceNow, and AI development on internal platforms.
• Design and ship AI agents and multi-agent orchestration for ITSM workflows.
• Lead a blended team of direct employees and contractors with a unified engineering standard.
• Manage sprint planning, code reviews, mentoring, hiring, and performance management.
• Ensure governance alignment with Vendor & Service Excellence and change management.
• Establish SDLC, CI/CD, testing, and documentation practices across teams.
• Report progress and platform health to ESM leadership.

Skills

Automation

Software engineering

AI agent development

ITSM/ITIL expertise

Critical thinking

Tools

Moveworks

ServiceNow

Job description

JLL is seeking an ESM Platforms Engineering Manager to lead engineering across Moveworks, ServiceNow, and AI agent development on internal platforms. You will own end-to-end delivery, set engineering standards, and mentor a blended team of direct staff and contractors.

This role drives the transformation of ITSM into a value-adding platform for the business, leveraging guardrails, AI capabilities, and scalable automation while collaborating with Platform Leads and governance bodies.