Senior Technology Service Delivery Director

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 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