Remote IT Service Delivery Manager

JLL; Charlotte (NC); On-site; USD 97,000 - 141,000; Full time

Benefits offered by this job

401(k) plan with matching company

Comprehensive Medical, Dental & Vision

Paid parental leave

Paid Time Off and Holidays

Daily Pay

Job summary

JLL, based in Charlotte, NC, seeks a Service Delivery Manager for the WD Technology Enablement team to ensure reliable delivery of IT services to Work Dynamics accounts. You will coordinate incident response, changes, and ongoing platform support to maintain high client satisfaction.

You will lead relationships with clients and vendors, monitor KPIs, and drive continuous improvement while upholding security and governance standards across complex, matrixed environments.

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 per SLAs and standards.
• Incident, Problem & Change Management: Lead incident and problem management activities and change control.
• Communication & Collaboration: Act as primary service contact and foster cross-team collaboration.
• Relationship Management: Build relationships with clients, leadership, and internal teams.
• Reporting & Documentation: Create reports on service performance and maintain runbooks and knowledge bases.
• Team Mentoring & Support: Mentor Technology Operations Specialists and support their development.
• Compliance & Security: Ensure cybersecurity and data protection compliance with relevant regulations.
• Vendor & Service Provider Management: Manage vendor relationships and conduct performance evaluations.

Skills

ITIL v4

Incident management

Change management

Vendor relationships

Stakeholder management

Communication skills

Project management

Matrix organization

WD ecosystem familiarity

Education

Bachelor's degree in IT/CS

Tools

ITSM tools

Job description

JLL, based in Charlotte, NC, seeks a Service Delivery Manager for the WD Technology Enablement team to ensure reliable delivery of IT services to Work Dynamics accounts. You will coordinate incident response, changes, and ongoing platform support to maintain high client satisfaction.

You will lead relationships with clients and vendors, monitor KPIs, and drive continuous improvement while upholding security and governance standards across complex, matrixed environments.