Remote Senior Director, Tech Account Management

JLL; Charlotte (NC); Remote; USD 185,000 - 220,000; Full time

Benefits offered by this job

401(k) plan

Medical, Dental & Vision care

Paid parental leave

Paid Time Off

Daily Pay

Job summary

JLL is seeking a Senior Service Delivery Manager in the WD Technology Enablement domain. You will oversee IT service delivery for a large financial services client, acting as the technology lead and liaison among vendor teams, internal technology groups, and business units.

You will manage service performance, drive improvements, and maintain strong relationships with senior stakeholders while ensuring compliant, secure operations within a complex, matrixed environment.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 5+ years in IT service management or related role.
• Strong understanding of IT service management principles (ITIL v4).
• Experience in incident, problem, and change management processes.
• Proficiency in managing account relationships, SLAs, and service contracts.
• Excellent communication, interpersonal, and presentation skills.
• Proven ability to engage with stakeholders at all levels, including executives.
• Experience with project management methodologies.
• Familiarity with service management tools and technologies.
• Experience in complex, matrixed organizations; regulated industries preferred.

Responsibilities

• Deliver high-quality IT services in line with SLAs and standards.
• Build and maintain relationships with client stakeholders and internal teams.
• Lead incident, problem, and change management initiatives.
• Coordinate communications and collaboration across teams and vendors.
• Produce reports on performance metrics and improvement initiatives.
• Mentor Technology Operations Specialists and support their growth.
• Ensure security, compliance, and regulatory requirements are met in financial services.
• Manage vendor and service provider relationships; drive continuous improvements.

Skills

ITIL v4

Service management

Incident management

Change management

Stakeholder management

Vendor management

Project management

Communication skills

Regulated industry

Executive engagement

Education

Bachelor's degree in IT / CS

Tools

Service management tools

Job description

JLL is seeking a Senior Service Delivery Manager in the WD Technology Enablement domain. You will oversee IT service delivery for a large financial services client, acting as the technology lead and liaison among vendor teams, internal technology groups, and business units.

You will manage service performance, drive improvements, and maintain strong relationships with senior stakeholders while ensuring compliant, secure operations within a complex, matrixed environment.