Senior Director, Technology Account Management

This is a fully remote position, open to applicants in Illinois, +2 more states.

📋 Description

• Ensure the provision of high-quality IT services in accordance with SLAs and operational standards.

• Monitor service performance and identify areas for improvement utilizing metrics, KPIs, and SLAs.

• Build and sustain trusted relationships with client stakeholders, account leadership, and internal technology teams.

• Serve as the client-facing technology lead, translating technical issues into business terminology.

• Act as an escalation point for service-related challenges.

• Develop and execute incident and problem management processes.

• Coordinate incident responses and troubleshooting efforts to minimize downtime and business disruption.

• Conduct root cause analysis and implement corrective measures.

• Oversee maintenance activities, including software updates, patches, upgrades, and change processes.

• Facilitate service-related communications among internal teams, clients, and third-party vendors.

• Prepare and present service performance reports and improvement initiatives during monthly and quarterly business reviews.

• Maintain documentation for platform operations, including SOPs, runbooks, and knowledge bases.

• Mentor and guide Technology Operations Specialists.

• Ensure adherence to cybersecurity, information security, privacy, regulatory, and data protection requirements.

• Oversee user management and access control for business applications and BI systems.

• Manage on-account technology vendors and service providers, including performance evaluations and SLA compliance.

• Drive initiatives for continuous improvement.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• Over 5 years of experience in IT service management or a similar capacity.

• Strong grasp 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.

• Exceptional communication, interpersonal, and presentation skills.

• Proven capability to build and maintain robust relationships with stakeholders at all levels.

• Demonstrated executive presence, including the ability to present to and influence senior client stakeholders.

• Experience with project management methodologies.

• Familiarity with service management tools and technologies.

• Experience in a complex, matrixed organization.

• Previous experience supporting clients in financial services or other highly regulated sectors is preferred.

• Familiarity with the JLL Work Dynamics technology ecosystem is an advantage.

• Candidates must be authorized to work in the United States without sponsorship.

• No visa sponsorship will be provided.

🏝️ Benefits

• 401(k) plan with matching contributions from the company.

• 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 along with a comprehensive benefits package that prioritizes mental, physical, and emotional well-being.