Service Delivery Manager – Technology Enablement

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

📋 Description

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

• Monitor service performance and pinpoint opportunities for improvement through the use of metrics, KPIs, and SLAs.

• Develop and implement processes for incident and problem management.

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

• Conduct root cause analyses and enact corrective measures.

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

• Act as the main point of contact for service-related communications among internal teams, clients, and vendors.

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

• Prepare and present reports on service performance, metrics, and areas for improvement.

• Maintain operational documentation, runbooks, standard operating procedures, and knowledge bases.

• Mentor and coach Technology Operations Specialists.

• Ensure adherence to cybersecurity, information security, data protection, and security standards.

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

• Manage on-account technology vendors and service providers, including performance evaluations and issue resolution.

• Drive initiatives for continuous improvement with vendors and service providers.

⛳️ 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 grasp of IT service management principles, including ITIL v4.

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

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

• Exceptional communication, interpersonal, and presentation skills.

• Capability to establish and nurture stakeholder relationships at all levels.

• Experience with project management methodologies.

• Familiarity with service management tools and technologies.

• Experience in a complex, matrixed organizational environment.

• Familiarity with the JLL Work Dynamics technology ecosystem is a plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.

• Employee wellness programs and resources.