Remote IT Service Delivery Lead

Relha LLC; Charlotte, Northern (NC, KY); Hybrid; USD 97,000 - 141,000; Full time

Benefits offered by this job

401(k) plan with matching

Paid parental leave

Paid Time Off

Daily Pay

Job summary

JLL is seeking a Service Delivery Manager for WD Technology Enablement in the United States. You will ensure high-quality IT services, manage incidents and changes, and maintain strong relationships with clients and internal teams across Work Dynamics technology platforms.

The role requires ITSM expertise, ITIL v4 proficiency, and experience in a matrixed organization. Authorization to work in the US without sponsorship is required.

Qualifications

• 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.

Responsibilities

• Service Management & Delivery: Ensure the delivery of high-quality IT services, adhering to SLAs and operational standards.
• Incident, Problem & Change Management: Develop and implement incident and problem management processes; coordinate response to incidents.
• Communication & Collaboration: Serve as a primary point of contact for service-related communications; ensure clear communication regarding performance, incidents, and changes.
• Relationship Management: Build and maintain relationships with clients, account leadership, and internal technology teams.
• Reporting & Documentation: Prepare reports on service performance and maintain documentation related to platform operations.
• Team Mentoring & Support: Mentor and coach Technology Operations Specialists.
• Compliance & Security: Ensure compliance with client cybersecurity rules and internal security standards.
• Vendor & Service Provider Management: Manage relationships with on-account vendors and service providers; conduct vendor evaluations.

Job description

JLL is seeking a Service Delivery Manager for WD Technology Enablement in the United States. You will ensure high-quality IT services, manage incidents and changes, and maintain strong relationships with clients and internal teams across Work Dynamics technology platforms.

The role requires ITSM expertise, ITIL v4 proficiency, and experience in a matrixed organization. Authorization to work in the US without sponsorship is required.