Senior Director, Technology Account Management

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Service Delivery Manager, WD Technology Enablement The Technology Enablement function empowers Work Dynamics (WD) accounts to gain insights, maximize decision-making capabilities, and ensure high customer satisfaction by driving optimal value from the JLL technology platform. It ensures operational excellence of Work Dynamics on-account business applications and data platforms including technology performance management, compliance, and security.

The Service Delivery Manager (SDM) is a key role within the Work Dynamics Technology Enablement team, responsible for ensuring the consistent and effective delivery of IT services to a large financial services client account within Work Dynamics. The SDM acts as a central point of contact for service-related matters, focusing on communication, collaboration, and coordination to maintain high levels of client satisfaction and operational excellence.

The SDM is a trusted technology advisor to client stakeholders, including senior and executive leaders, and represents JLL Technology with credibility in client governance forums and business reviews. The SDM oversees the day-to-day management and operations of JLL’s Work Dynamics Technology application platforms on the account, ensuring stability, availability, and performance of JLL technology, managing platform support and maintenance activities, and driving operational efficiency.

This role is critical in ensuring the smooth operation of technology services and driving continuous improvement.

Key Responsibilities:

Service Management & Delivery:
Ensure the delivery of high-quality IT services, adhering to agreed-upon Service Level Agreements (SLAs) and operational standards. Proactively monitor service performance and identify areas for improvement, utilizing metrics, KPIs, and SLAs.Client Relationship Management & Executive Engagement:
Build and maintain trusted relationships with client stakeholders at all levels, including senior executives, as well as account leadership and internal technology teams. Act as the client-facing technology lead and liaison between technology teams and business units, translating technical matters into clear business terms. Anticipate client needs and expectations related to IT services, and serve as a point of escalation for service issues, handling them with composure and transparency.

Incident, Problem & Change Management:
Develop and implement incident and problem management processes to ensure timely resolution of technology issues. Coordinate and lead incident response and troubleshooting efforts to minimize platform downtime and impact on business operations. Conduct root cause analysis and implement corrective actions to prevent recurrence of incidents and problems. Manage and coordinate maintenance activities, including software updates, patches, and upgrades, in adherence to maintenance windows and change management processes

Communication &

Collaboration:

Serve as a primary point of contact for service-related communications, fostering strong collaboration between internal teams, clients, and third-party vendors. Ensure clear and consistent communication regarding service performance, incidents, and planned changes.

Reporting & Documentation:
Prepare and present regular reports on service performance, key metrics, and improvement initiatives, tailoring content and delivery for executive audiences in monthly and quarterly business reviews. Establish and maintain documentation related to platform operations, including standard operating procedures, runbooks, and knowledge bases.

Team Mentoring & Support:
Provide mentoring and coaching to Technology Operations Specialists, supporting their professional development and ensuring they have the resources and guidance needed to excel in their roles.

Compliance & Security:
Operate within the rigorous security, privacy, and regulatory expectations of a financial services environment. Ensure…