Senior Director, Technology Account Management

Jones Lang LaSalle Incorporated; Chicago (IL); Hybrid; USD 185,000 - 220,000; Full time

Benefits offered by this job

401(k) plan with company contributions

Comprehensive Medical, Dental & Vision

Paid parental leave

Paid Time Off

Daily Pay

Job summary

Jones Lang LaSalle Incorporated is seeking a Service Delivery Manager to lead the day‑to‑day operations of Work Dynamics technology platforms for a major financial services account. The role focuses on delivering reliable IT services, maintaining client relationships, and driving continuous improvement across incidents, changes, and performance metrics.

You will collaborate with internal teams and vendors, present to executives, and ensure security and governance requirements are met in a

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 5+ years of 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, vendor relationships, SLAs, and service contracts.

Responsibilities

• Ensure delivery of high‑quality IT services in line with SLAs and standards.
• Build and maintain relationships with client stakeholders and internal teams.
• Coordinate incident, problem, and change management activities.
• Communicate service performance, incidents, and planned changes clearly.
• Prepare regular executive‑level reports on service performance and improvements.
• Mentor Technology Operations Specialists and support their development.
• Ensure compliance with security and regulatory requirements for financial services.

Skills

IT service management

ITIL v4

Incident management

Change management

Vendor management

Executive communication

Stakeholder management

Project management

Education

Bachelor's degree in Information Technology or related field

Tools

ITSM tools

Job description

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

The Technology Enablement function empowers Work Dynamics (WD) accounts to gain insights, maximize decision‑making capabilities, and ensure high customer satisfaction by driving optimal value from the JLL technology platform. It ensures operational excellence of Work Dynamics on‑account business applications and data platforms including technology performance management, compliance, and security. Service Delivery Manager (SDM) is a key role within the Work Dynamics Technology Enablement team, responsible for ensuring the consistent and effective delivery of IT services to a large financial services client account within Work Dynamics. The SDM acts as a central point of contact for service‑related matters, focusing on communication, collaboration, and coordination to maintain high levels of client satisfaction and operational excellence. The SDM is a trusted technology advisor to client stakeholders, including senior and executive leaders, and represents JLL Technology with credibility in client governance forums and business reviews.

The SDM oversees the day‑to‑day management and operations of JLL’s Work Dynamics Technology application platforms on the account, ensuring stability, availability, and performance of JLL technology, managing platform support and maintenance activities, and driving operational efficiency. This role is critical in ensuring the smooth operation of technology services and driving continuous improvement.

Key Responsibilities

• Service Management & Delivery: Ensure the delivery of high‑quality IT services, adhering to agreed‑upon Service Level Agreements (SLAs) and operational standards. Proactively monitor service performance and identify areas for improvement, utilizing metrics, KPIs, and SLAs.
• Client Relationship Management & Executive Engagement: Build and maintain trusted relationships with client stakeholders at all levels, including senior executives, as well as account leadership and internal technology teams. Act as the client‑facing technology lead and liaison between technology teams and business units, translating technical matters into clear business terms. Anticipate client needs and expectations related to IT services, and serve as a point of escalation for service issues, handling them with composure and transparency.
• Incident, Problem & Change Management: Develop and implement incident and problem management processes to ensure timely resolution of technology issues. Coordinate and lead incident response and troubleshooting efforts to minimize platform downtime and impact on business operations. Conduct root cause analysis and implement corrective actions to prevent recurrence of incidents and problems. Manage and coordinate maintenance activities, including software updates, patches, and upgrades, in adherence to maintenance windows and change management processes.
• Communication & Collaboration: Serve as a primary point of contact for service‑related communications, fostering strong collaboration between internal teams, clients, and third‑party vendors. Ensure clear and consistent communication regarding service performance, incidents, and planned changes.
• Reporting & Documentation: Prepare and present regular reports on service performance, key metrics, and improvement initiatives, tailoring content and delivery for executive audiences in monthly and quarterly business reviews. Establish and maintain documentation related to platform operations, including standard operating procedures, runbooks, and knowledge bases.
• Team Mentoring & Support: Provide mentoring and coaching to Technology Operations Specialists, supporting their professional development and ensuring they have the resources and guidance needed to excel in their roles.
• Compliance & Security: Operate within the rigorous security, privacy, and regulatory expectations of a financial services environment. Ensure compliance with client cybersecurity and information security rules, understanding and navigating their processes. Collaborate with our internal information security and cybersecurity teams, and maintain awareness of relevant industry and regional regulations (e.g., GDPR). Oversee user management and access control processes, ensuring appropriate permissions and security measures are in place for all business applications and BI systems. Ensure compliance with data protection regulations and security standards.
• Vendor & Service Provider Management: Manage relationships with on‑account technology vendors and service providers, ensuring adherence to service‑level agreements (SLAs) and contractual obligations. Collaborate with vendors and service providers to resolve platform‑related issues, elevate concerns, and drive continuous improvement initiatives. Conduct periodic vendor performance evaluations to ensure alignment with organizational requirements and quality standards.

Qualifications and Skills

• 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.
• Demonstrated executive presence, with experience presenting to and influencing senior client stakeholders.
• Experience with project management methodologies.
• Familiarity with service management tools and technologies.
• Experience working in a complex, matrixed organization.
• Experience supporting clients in financial services or other highly regulated industries is preferred.
• Familiarity with the JLL Work Dynamics technology ecosystem is a plus.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Expected compensation for this position: 185,000.00 – 220,000.00 USD per year Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location: Remote –Charlotte, NC, Chicago, IL, Richmond, VA

Personalized benefits that support personal well‑being and growth

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay

Equal Employment Opportunity

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [e-mail]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement. For additional details please see our career site pages for each country. For California residents only, if you are a California resident as defined in the CCPA, please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment. Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest. Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job‑related convictions will be considered and will not automatically disqualify the candidate. California Residents only If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device. Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

For further information, visit jll.com.