Service Delivery Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

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

• Monitor service performance and pinpoint areas for enhancement utilizing metrics, KPIs, and SLAs.

• Develop and execute incident and problem management processes.

• Lead incident response and troubleshooting efforts to reduce downtime and mitigate business impact.

• Conduct root cause analysis and implement corrective measures.

• Coordinate software updates, patches, upgrades, and maintenance tasks.

• Act as the primary liaison for service-related communications among internal teams, clients, and vendors.

• Cultivate relationships with clients, account leadership, and internal technology teams.

• Prepare and deliver reports on service performance, metrics, and improvement strategies.

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

• Mentor and coach Technology Operations Specialists.

• Ensure adherence to 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, ensuring compliance with SLAs and contracts.

• Assess vendor performance and promote continuous improvement initiatives.

⛳️ 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 role.

• Strong understanding of IT service management principles, including ITIL v4.

• Experience in managing incident, problem, and change management processes.

• Proficient in managing account and vendor relationships, SLAs, and service contracts.

• Exceptional communication, interpersonal, and presentation skills.

• Ability to establish and sustain relationships with stakeholders at various levels.

• Experience with project management methodologies.

• Familiarity with service management tools and technologies.

• Experience in a complex, matrixed organizational environment.

• Knowledge of the JLL Work Dynamics technology ecosystem is advantageous.

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

• This position does not offer visa sponsorship.

🏝️ 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 with a comprehensive benefits package prioritizing mental, physical, and emotional well-being.

• Reasonable accommodations available for individuals with disabilities.