Jll
TechnologyServiceDeliveryManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Technology Service Delivery Manager at Jll. Skills: Service Delivery Management, IT Service Management, Stakeholder Management. Ensure delivery of high-quality IT services. Adhere to agreed-upon Service Level Agreements”
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
5+ years of experience in IT service management, Bachelor's degree in Information Technology, Bachelor's degree in Computer Science, understanding of IT service management principles, Experience in managing incident, problem, and change management processes, Proficiency in managing account relationships, Proficiency in managing vendor relationships, Proficiency in managing SLAs, Proficiency in managing service contracts, Proven ability to build and maintain relationships with stakeholders
Nice to Have
Familiarity with the JLL Work Dynamics technology ecosystem
What You'll Do.
Ensure delivery of high-quality IT services
Adhere to agreed-upon Service Level Agreements
Adhere to operational standards
Proactively monitor service performance
Identify areas for improvement
Develop incident and problem management processes
Ensure timely resolution of technology issues
Coordinate incident response efforts
Lead incident response efforts
Minimize platform downtime
Minimize impact on business operations
Conduct root cause analysis
Implement corrective actions
Prevent recurrence of incidents
Prevent recurrence of problems
Manage maintenance activities
Coordinate maintenance activities
Adhere to maintenance windows
Adhere to change management processes
Serve as primary point of contact
Foster collaboration between internal teams
Foster collaboration with clients
Foster collaboration with third-party vendors
Ensure clear communication regarding service performance
Ensure clear communication regarding incidents
Ensure clear communication regarding planned changes
Build relationships with key stakeholders
Maintain relationships with key stakeholders
Understand client needs
Understand client expectations
Prepare reports on service performance
Present reports on service performance
Prepare reports on key metrics
Present reports on key metrics
Prepare reports on improvement initiatives
Present reports on improvement initiatives
Establish documentation related to platform operations
Maintain documentation related to platform operations
Provide mentoring to Technology Operations Specialists
Provide coaching to Technology Operations Specialists
Support professional development
Ensure resources and guidance are available
Ensure compliance with client cybersecurity rules
Ensure compliance with client information security rules
Navigate client processes
Collaborate with information security teams
Collaborate with cybersecurity teams
Maintain awareness of industry regulations
Maintain awareness of regional regulations
Oversee user management processes
Oversee access control processes
Ensure appropriate permissions are in place
Ensure security measures are in place
Ensure compliance with data protection regulations
Ensure compliance with security standards
Manage relationships with on-account technology vendors
Manage relationships with on-account service providers
Ensure adherence to service-level agreements
Ensure adherence to contractual obligations
Collaborate with vendors to resolve platform issues
Collaborate with service providers to resolve platform issues
Escalate concerns with vendors
Escalate concerns with service providers
Drive continuous improvement initiatives with vendors
Drive continuous improvement initiatives with service providers
Conduct periodic vendor performance evaluations
Ensure alignment with organizational requirements
Ensure alignment with quality standards
How You'll Work.
Team & Collaboration
Internal teams; Clients; Third-party vendors; Key stakeholders; Account leadership; Internal technology teams; Information security teams; Cybersecurity teams
Communication Scope
Presentation skills
Process & Methodology
Project management methodologies
Full 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. 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 assigned Work Dynamics accounts. 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 oversees the day-to-day management and operations of JLL’s Work Dynamics Technology application platforms on one or more customer accounts, 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.
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