Service Delivery Manager: Major Incident & Problem

Service Delivery Manager: Major Incident & Problem

JLL empowers you to shape a brighter way .

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Responsibilities:

• Oversee and drive Incident Management activities, including the resolution of Major incidents, ensuring adherence to best practice and industry standards.
• Coordinate regular updates to key stakeholders including senior management, business units and clients regarding Major Incidents.
• Ensure timely and accurate communication of incident status, impact and resolution progress.
• Facilitate post incident reviews to identify learnings and recommendations incorporating continuous improvement and lessons learned.
• Develop metrics and performance indicators to monitor incident management effectiveness including opportunities for automation.
• Conduct training sessions and workshops to educate colleagues on incident management principles and procedures.
• Provides guidance and mentors the incident management team to enhance their skills and capabilities.
• Ability to prioritize and manage multiple incidents concurrently.
• Demonstrates a drive towards continual personal growth and development.
• Manage major incidents within a multi-vendor environment.

Education and experience

• B.A. or B.S. in a technology related field.
• Previous experience (5-10 years) in IT Service Delivery.
• Experience utilizing Service Now toolset.
• Certifications in IT service management frameworks, such as ITIL or similar.
• Experience within a global matrixed environment.
• Experience managing major and complex incidents. Ability to analyze complex technical information and trends to enable resolution of incidents.
• Exceptional communication and negotiation skills to manage expectations amongst stakeholders.
• Exceptional customer service and ability to build relationships across technical and non-technical teams.
• Extensive experience managing vendors and other 3rd parties.
• Excellent organizational and presentation skills.
• Experience managing service level agreements and ensuring compliance with contractual obligations.
• Proactive, resilient, and comfortable with change.
• Attention to details and the ability to work in a fast-paced environment.
• Experience leading and mentoring teams.

What you can expect from us

We succeed together—across the desk and around the globe and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.

Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.

Estimated total compensation ran for this position is: 115,000.00 – 125,000.00 USD per year

The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data.

Location: Remote – Atlanta, GA, Austin, TX, Chicago, IL

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

• 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

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously.

This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.