Head of Enterprise Service Management

Overview

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Our people at JLL are shaping the future of real estate 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.

We are seeking an experienced Head of Enterprise Service Management (ESM), reporting to the Head of Infrastructure and Operations. As a senior role in the Infrastructure & Operations (I&O) function within IT, this individual is responsible to build and champion a future-fit ESM organization for JLL. The head of ESM brings experience, knowledge, and future vision for transforming the ESM function including its strategy, operating model, product and service offerings and workforce.

The role holder is a senior stakeholder in all ESM relationships. As a key member of the senior I&O leadership team, this role contributes to the development and execution of the enterprise-wide IT strategy and ensures ESM strategy is fully aligned, positioning ESM to deliver compelling business value. This individual is expected to support the Head of I&O and all engineering and business leaders by implementing ESM solutions that align to the enterprise architecture framework and roadmap.

They will also serve on IT planning and policy making committees and drive the development and adoption of enterprise technology standards, governance processes and performance metrics. The role has operational and technical/development ownership of JLL’s ITIL/ITSM functions and platforms (Incident/Problem, Change/Release, CMDB). The role must drive business engagement and improvement to these functions, including Level 1, 2 and 3 ITSM support.