Technology Service Delivery Manager

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

📋 Description

• Ensure the provision of top-notch IT services, in compliance with established Service Level Agreements (SLAs) and operational standards.

• Actively monitor service performance and pinpoint areas for enhancement, leveraging metrics, KPIs, and SLAs.

• Create and execute incident and problem management processes to guarantee prompt resolution of technology-related issues.

• Organize and spearhead incident response and troubleshooting initiatives to reduce platform downtime and mitigate effects on business operations.

• Conduct root cause analyses and implement corrective measures to avert the recurrence of incidents and issues.

• Oversee and coordinate maintenance activities, including software updates, patches, and upgrades, in line with maintenance windows and change management protocols.

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

• Ensure transparent and consistent communication regarding service performance, incidents, and planned changes.

• Develop and sustain strong relationships with key stakeholders, including clients, account leadership, and internal technology teams.

• Prepare and deliver regular reports on service performance, key metrics, and improvement efforts.

• Offer mentoring and guidance to Technology Operations Specialists, aiding their professional growth and ensuring they have the necessary resources and support to succeed in their roles.

• Maintain compliance with client cybersecurity and information security regulations, effectively navigating their processes.

• Manage relationships with technology vendors and service providers on account, ensuring compliance with service-level agreements (SLAs) and contractual commitments.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.

• Over 5 years of experience in IT service management or a comparable position.

• Solid understanding of IT service management principles (ITIL v4).

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

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

• Exceptional communication, interpersonal, and presentation abilities.

• Demonstrated capability to cultivate and sustain strong relationships with stakeholders at all levels.

• Experience with project management methodologies.

• Familiarity with service management tools and technologies.

• Experience in a complex, matrixed organizational structure.

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

🏝️ Benefits

• Opportunities for professional development.

• Options for remote work.