Senior Director, Technology Account Management

JLL; Chicago (IL); On-site; USD 120,000 - 180,000; Full time

Job summary

JLL in Chicago seeks a Senior Service Delivery Manager within the WD Technology Enablement team to ensure the consistent and high-quality delivery of IT services for a large financial services client. You will drive operational excellence, SLA adherence, and executive-level governance.

The role emphasizes incident, problem and change management, security compliance, and continuous improvement across platform operations, with a focus on collaboration with client stakeholders and internal

Qualifications

• Experience in IT service delivery and operations.
• Proven ability to engage with senior client stakeholders.
• Knowledge of incident, problem and change management processes.
• Understanding of security, privacy and regulatory requirements in financial services.

Responsibilities

• Ensure high-quality IT services delivery per SLAs and standards.
• Build trusted relationships with client stakeholders at all levels, including executives.
• Develop and lead incident, problem and change management activities to minimize downtime.
• Coordinate maintenance activities, including software updates and patches, within approved windows.
• Communicate service performance, incidents and planned changes clearly to stakeholders.
• Prepare and maintain runbooks, SOPs and knowledge bases for platform operations.
• Provide mentoring to Technology Operations Specialists to support their development.

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.

This item was approved through the Req tracker as TAS - 0028 (Senior Service Delivery Manager)

Service Delivery Manager, WD Technology Enablement

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.

The 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