Technology Service Delivery Manager

• 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
• 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
• 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
• Build and maintain strong relationships with key stakeholders, including clients, account leadership, and internal technology teams
• Understand client needs and expectations related to IT services
• Prepare and present regular reports on service performance, key metrics, and improvement initiatives
• Establish and maintain documentation related to platform operations, including standard operating procedures, runbooks, and knowledge bases
• 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
• 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
• 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, escalate concerns, and drive continuous improvement initiatives
• Conduct periodic vendor performance evaluations to ensure alignment with organizational requirements and quality standards

• 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
• Familiarity with service management tools and technologies
• Experience working in a complex, matrixed organization

Familiarity with the JLL Work Dynamics technology ecosystem is a plus