Regional MTS Operations Delivery Lead

JLL; Portland (OR); Remote; USD 133,000 - 165,000; Full time

Benefits offered by this job

401(k) plan with matching company贡献

Comprehensive Medical, Dental & Vision

Paid parental leave at 100% of salary

Paid Time Off and Company Holidays

Early access to earned wages through D

Job summary

JLL is seeking a Service Delivery Manager to lead day-to-day service delivery, KPI performance, staffing optimization, and regional client satisfaction for a dedicated client account. You will serve as the primary operational contact for facility managers and coordinate with Operations Managers to ensure SLA compliance and continuous improvement.

This role emphasizes client visibility, execution rigor, and collaboration across regional teams to maintain high standards of quality and safety while

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.

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
• Respond directly to facility manager requests, escalations, and operational questions; ensure every interaction reflects MTS's commitment to responsiveness and reliability
• Monitor SLA performance and KPI execution across your region; identify at-risk metrics and elevate 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
• 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
• 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
• 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

Skills

Analytical

Communication skills

Leadership

Client relationship management

KPI analysis

Staff coordination

Safety compliance

Microsoft Office

Education

Bachelor's degree in Engineering, Business, Operations Management, Facilities Management, or a related field

Tools

Corrigo

Microsoft Office Suite

Job description

JLL is seeking a Service Delivery Manager to lead day-to-day service delivery, KPI performance, staffing optimization, and regional client satisfaction for a dedicated client account. You will serve as the primary operational contact for facility managers and coordinate with Operations Managers to ensure SLA compliance and continuous improvement.

This role emphasizes client visibility, execution rigor, and collaboration across regional teams to maintain high standards of quality and safety while