Remote Technology Account Management Director

JLL; United States; Remote; USD 185,000 - 220,000; Full time

Benefits offered by this job

401(k) with company match

Medical, Dental & Vision care

Paid parental leave

Paid Time Off and Holidays

Daily Pay

Job summary

JLL is seeking a Senior Service Delivery Manager (SDM) for the Work Dynamics Technology Enablement team to ensure consistent IT service delivery to a large financial services client. The SDM acts as the dominant client-facing technology lead, coordinating between technology teams and business units to maintain client satisfaction and high service quality.

Responsibilities include incident, problem, and change management, reporting, and governance participation.

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 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 relationships with stakeholders at all levels.
• Executive presence with experience influencing senior client stakeholders.
• Experience with project management methodologies.
• Familiarity with service management tools and technologies.
• Experience working in a complex, matrixed organization.
• Experience with financial services or regulated industries preferred.
• Familiarity with the JLL Work Dynamics technology ecosystem is a plus.

Responsibilities

• Ensure delivery of high-quality IT services, adhering to SLAs and standards.
• Proactively monitor performance and identify improvement areas using metrics and KPIs.
• Build and maintain relationships with client stakeholders and executives.
• Serve as the client-facing technology lead and liaison between teams and business units.
• Lead incident, problem, and change management to minimize downtime.
• Coordinate maintenance activities and ensure change control.
• Communicate service performance and planned changes clearly.
• Prepare reports for executive audiences and BI teams.
• Mentor Technology Operations Specialists and support their development.
• Ensure compliance with security and regulatory requirements in financial services.
• Manage vendor relationships and drive continuous improvement with vendors.

Skills

IT service management

ITIL v4

Incident management

Problem management

Change management

Vendor relationships

SLAs

Executive engagement

Project management

Stakeholder management

Cross-functional leadership

Matrixed organization experience

Financial services industry experience

Communication skills

Education

Bachelor’s degree in Information Technology or related field

Job description

JLL is seeking a Senior Service Delivery Manager (SDM) for the Work Dynamics Technology Enablement team to ensure consistent IT service delivery to a large financial services client. The SDM acts as the dominant client-facing technology lead, coordinating between technology teams and business units to maintain client satisfaction and high service quality.

Responsibilities include incident, problem, and change management, reporting, and governance participation.