Service Delivery Manager
$97,400–$141,100 year
On-siteCharlotte, North Carolina, United States
Job Summary
Oversee day-to-day management and operations of JLL's Work Dynamics Technology application platforms for assigned accounts, ensuring stability, availability, and performance while driving operational efficiency. Lead incident, problem, and change management processes to minimize downtime, conduct root cause analysis, and implement corrective actions. Serve as the primary point of contact for service-related communications, fostering collaboration between internal teams, clients, and third-party vendors. Build strong relationships with key stakeholders, prepare regular performance reports, and mentor Technology Operations Specialists. Ensure compliance with cybersecurity rules, data protection regulations, and vendor service-level agreements.
Required 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 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
- Experience with project management methodologies
- Experience working in a complex, matrixed organization
- Candidates must be authorized to work in the United States without sponsorship
Desired Qualifications
- Familiarity with the JLL Work Dynamics technology ecosystem is a plus
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