Cyber SecurityITSMLeadershipProject ManagementMentoringChange ManagementCommunicationCollaborationPresentation SkillsRemote Work
About this role
Role Overview
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
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
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
Build and maintain strong relationships with key stakeholders, including clients, account leadership, and internal technology teams
Prepare and present regular reports on service performance, key metrics, and improvement initiatives
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
Ensure compliance with client cybersecurity and information security rules, understanding and navigating their processes
Manage relationships with on-account technology vendors and service providers, ensuring adherence to service-level agreements (SLAs) and contractual obligations.
Requirements
Bachelor's degree in Information Technology, Computer Science, or a related field
5+ years of experience in IT service management or a related role
Strong understanding of IT service management principles (ITIL v4)
Experience in managing incident, problem, and change management processes
Proficiency in managing account relationships, vendor relationships, SLAs, and service contracts
Excellent communication, interpersonal, and presentation skills
Proven ability to build and maintain strong relationships with stakeholders at all levels
Experience with project management methodologies
Familiarity with service management tools and technologies
Experience working in a complex, matrixed organization
Familiarity with the JLL Work Dynamics technology ecosystem is a plus.