IT Service Delivery Manager: Major Incident

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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.   

The Service Delivery Manager role is responsible for ensuring efficient and effective management of major incidents within JLL. As a Major Incident Manager, you will be responsible for minimizing the impact of incidents on business and IT operations. You will be collaborating with stakeholder at all levels to facilitate incident resolution and drive continuous improvement within the organization. 

The Major Incident Manager will have extensive experience of Service Management within a high-pressure IT services environment.  The ability to make effective decisions and take ownership of outcomes whilst maintaining a structured and methodical approach is key to being successful in this role. The Major incident manager must be proactive and comfortable with change.  Exceptional customer service skills are crucial as you will be responsible for managing the impact of incidents on various stakeholders. Additionally building collaborative working relationships with technical and non-technical teams is essential.

What you will do:

• 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.
• Conducts 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 withing 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.

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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! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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