Service Delivery Manager

Jones Lang LaSalle Americas, Inc.

Service Delivery Manager overseeing JLL Work Dynamics IT platforms for commercial real estate clients. Managing incidents, vendors, SLAs, security, and continuous service improvement.

Posted 8/5/2026full-timeRemote • North Carolina • 🇺🇸 United StatesMid-LevelSenior💰 $97,400 - $141,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT service management principles, including ITIL v4, with a strong focus on incident, problem, and change management processes. Proven ability to build relationships with stakeholders and manage vendor performance while ensuring compliance with cybersecurity and data protection regulations.

Highest-signal resume keywords

ITIL V4Incident ManagementProblem ManagementVendor Relationship ManagementService Level Agreement (SLA) Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Service ManagementRoot Cause AnalysisPerformance MetricsChange ManagementProject Management Methodologies

Soft Skills

Excellent CommunicationInterpersonal SkillsPresentation SkillsRelationship BuildingMentoring

Tools & Technologies

Service Management ToolsBI SystemsJLL Work Dynamics Technology Ecosystem

Industry Keywords

Cybersecurity ComplianceInformation SecurityData ProtectionOperational StandardsSOPs

Tech Stack

Tools & technologies

Cyber SecurityITSM

About the role

Key responsibilities & impact

Ensure delivery of high-quality IT services according to SLAs and operational standards
Monitor service performance and identify improvements using metrics, KPIs, and SLAs
Develop and implement incident and problem management processes
Lead incident response and troubleshooting to minimize downtime and business impact
Conduct root cause analysis and implement corrective actions
Coordinate software updates, patches, upgrades, and maintenance activities
Serve as the primary contact for service-related communications among internal teams, clients, and vendors
Build relationships with clients, account leadership, and internal technology teams
Prepare and present reports on service performance, metrics, and improvement initiatives
Maintain platform operations documentation, SOPs, runbooks, and knowledge bases
Mentor and coach Technology Operations Specialists
Ensure compliance with cybersecurity, information security, data protection, and relevant regulations
Oversee user management and access controls for business applications and BI systems
Manage technology vendors and service providers, including SLA and contract adherence
Evaluate vendor performance and drive continuous improvement initiatives

Requirements

What you’ll need

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, including ITIL v4
Experience managing incident, problem, and change management processes
Proficiency managing account relationships, vendor relationships, SLAs, and service contracts
Excellent communication, interpersonal, and presentation skills
Ability to build and maintain 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
Must be authorized to work in the United States without sponsorship
This position does not provide visa sponsorship

Benefits

Comp & perks

401(k) plan with matching company contributions
Comprehensive Medical, Dental & Vision Care
Paid parental leave at 100% of salary
Paid Time Off and Company Holidays
Early access to earned wages through Daily Pay
Supportive culture and comprehensive benefits package prioritizing mental, physical, and emotional health
Reasonable accommodations for individuals with disabilities