Senior Director, Technology Account Management

Jones Lang LaSalle Americas, Inc.

. Ensure delivery of high-quality IT services according to SLAs and operational standards .

Posted 10/7/2026full-timeRemote • United StatesSenior💰 $185,000 - $220,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT service management principles, particularly ITIL v4, while effectively managing incident, problem, and change management processes. Proven ability to build strong relationships with stakeholders and manage vendor relationships to ensure compliance with SLAs and operational standards.

Highest-signal resume keywords

ITIL V4Incident ManagementProblem ManagementChange ManagementVendor Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Service ManagementService Level AgreementsRoot Cause AnalysisPerformance MetricsContinuous Improvement

Soft Skills

Excellent CommunicationInterpersonal SkillsPresentation SkillsStakeholder Relationship BuildingExecutive Presence

Tools & Technologies

Service Management ToolsJLL Work Dynamics Technology Ecosystem

Industry Keywords

Cybersecurity ComplianceInformation SecurityData ProtectionFinancial ServicesRegulatory Requirements

Tech Stack

Tools & technologies

Cyber SecurityITSM

About the role

Key responsibilities & impact

Ensure delivery of high-quality IT services according to SLAs and operational standards
Monitor service performance and identify improvement opportunities using metrics, KPIs, and SLAs
Build and maintain trusted relationships with client stakeholders, account leadership, and internal technology teams
Act as the client-facing technology lead and translate technical matters into business terms
Serve as an escalation point for service issues
Develop and implement incident and problem management processes
Coordinate incident response and troubleshooting to minimize downtime and business impact
Conduct root cause analysis and implement corrective actions
Manage maintenance activities, software updates, patches, upgrades, and change processes
Coordinate service-related communications among internal teams, clients, and third-party vendors
Prepare and present service performance reports and improvement initiatives in monthly and quarterly business reviews
Maintain platform operations documentation, including SOPs, runbooks, and knowledge bases
Mentor and coach Technology Operations Specialists
Ensure compliance with cybersecurity, information security, privacy, regulatory, and data protection requirements
Oversee user management and access control for business applications and BI systems
Manage on-account technology vendors and service providers, including performance evaluations and SLA compliance
Drive continuous improvement initiatives

Requirements

What you’ll need

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 managing incident, problem, and change management processes
Proficiency 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
Demonstrated executive presence, including presenting to and influencing senior client stakeholders
Experience with project management methodologies
Familiarity with service management tools and technologies
Experience working in a complex, matrixed organization
Experience supporting clients in financial services or other highly regulated industries is preferred
Familiarity with the JLL Work Dynamics technology ecosystem is a plus
Candidates must be authorized to work in the United States without sponsorship
No visa sponsorship provided

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