Senior Director, MTS Service Delivery

Jones Lang LaSalle Americas, Inc.

. Own end-to-end MTS service delivery, financial performance, delivery strategy, and client satisfaction for a large, complex, multi-location customer account .

Posted 9/17/2026full-timeRemote • Tennessee • United StatesSenior💰 $185,000 - $230,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing large, complex customer accounts with P&L accountability, focusing on operational excellence, safety compliance, and team development. Proficient in preventive maintenance strategies and optimizing service delivery in facilities management environments.

Highest-signal resume keywords

P&L AccountabilityFacilities ManagementPreventive Maintenance Program DevelopmentTeam Leadership and DevelopmentOperational Transformation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementOperational Data AnalysisMechanical Systems UnderstandingElectrical Systems UnderstandingPlumbing Systems UnderstandingHVAC Systems UnderstandingService Line ExpansionBudget ManagementKPI MonitoringSafety Compliance

Soft Skills

Excellent Communication SkillsCoaching and MentoringAnalytical MindsetCustomer Satisfaction FocusCollaboration

Tools & Technologies

Microsoft Office SuiteFacilities Management SoftwareField Service Operations PlatformsAsset Management Systems

Industry Keywords

Technical ServicesFacilities ManagementMulti-Location OperationsSafety CultureService Delivery

About the role

Key responsibilities & impact

Own end-to-end MTS service delivery, financial performance, delivery strategy, and client satisfaction for a large, complex, multi-location customer account
Serve as the operational single point of contact and primary escalation point for MTS-related matters
Monitor account KPIs including response time, first-call resolution, technician utilization, SLA compliance, budget performance, and customer satisfaction
Lead the dedicated MTS account team, set performance expectations, coach team members, and conduct operations reviews
Make account staffing decisions involving team structure, technician assignments, skill mix, and permanent versus contract labor
Champion safety-first operations and ensure regulatory, safety, and statutory compliance
Develop and present preventive maintenance strategies and capability roadmaps
Monitor preventive maintenance effectiveness and optimize maintenance schedules
Recommend service line expansion, capability adoption, and increased self-delivery rates
Own the account P&L, revenue targets, costs, margins, cash flow, operating plan, and budget
Partner with pricing and leadership teams on rate recommendations and support scope-change feasibility assessments
Own quality audit results, corrective actions, service-level agreements, and client commitments
Conduct root-cause analysis, communicate resolutions, lead business reviews, and manage the customer feedback loop
Build, hire, onboard, and develop a high-performing MTS team including MTS Service Delivery Managers
Collaborate with TSSO, Quality & Business Intelligence, Fleet Operations, Account Management, HSSE, engineering, and operations leadership

Requirements

What you’ll need

Bachelor's degree in Engineering, Business, Operations Management, Facilities Management, or a related field
5+ years of progressive field leadership or account management experience in technical services, facilities management, or related hard services environment
Facilities management experience OR 10+ years of progressive field service leadership
Demonstrated success managing a large customer account or multi-location operations with P&L accountability
Proven track record leading and developing operations teams; ability to hire and coach MTS Service Delivery Managers
Hands-on understanding of mechanical, electrical, plumbing, HVAC, or building systems
Strong safety mindset and demonstrated commitment to safety culture and compliance
Excellent communication skills and presence
Analytical and business-minded; ability to translate operational data into action and make sound commercial decisions
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams)
Candidates must be authorized to work in the United States without sponsorship
Preferred: Food & Beverage retail or QSR account management and operations experience
Preferred: Experience managing multi-location customer accounts or complex service delivery environments
Preferred: Background in preventive maintenance program development, facilities reliability optimization, or similar capital-intensive environments
Preferred: Familiarity with field service operations platforms, asset management systems, or facilities management software
Preferred: Track record of process improvement, operational transformation, or service model optimization
Preferred: Experience collaborating across multiple functions
Preferred: Knowledge of building systems, controls, or facilities management technologies

Benefits

Comp & perks

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
Early access to earned wages through Daily Pay
Supportive culture and comprehensive benefits package prioritizing mental, physical and emotional health