MTS Service Delivery Manager

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Our people at JLL 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 MTS Service Delivery Manager is the operational and regional execution leader for a dedicated client account, responsible for day-to-day service delivery, performance accountability, and quality assurance across all MTS operations in their region. Reporting to the Account Leader, you own accountability for KPI performance, staffing optimization, quality standards, and regional client satisfaction. You are the primary operational point of contact for client facility managers—the face of MTS in your region. You'll serve as the trusted advisor on all operational matters, respond directly to facility manager needs, and coordinate across Operations Managers to ensure consistent execution, SLA compliance, and continuous improvement.

This is an operationally intense, client-facing role grounded in execution rigor and accountability. You'll move between strategic priorities (staffing planning, KPI corrective action, capability gaps) and tactical execution (quality audits, schedule optimization, issue escalation and resolution). Success requires the ability to build strong client relationships, drive accountability across your region without direct hiring authority (by design—keeping your focus on execution and client delivery, not hiring logistics), collaborate effectively with Operations Managers, anticipate client needs, and maintain discipline around cost, quality, and safety standards.

What sets this role apart is the direct client visibility and trust. You translate account strategy into consistent, reliable service delivery—ensuring every technician, every shift, and every work order reflects MTS's commitment to technical excellence and operational reliability, and ensuring the client knows that MTS is operationally responsive and committed to their success.

What your day-to-day will look like:

Client Relationship & Regional Operations

• Build and maintain strong relationships with client facility managers; serve as their trusted operational advisor and primary point of contact for all MTS matters in your region

• Respond directly to facility manager requests, escalations, and operational questions; ensure every interaction reflects MTS's commitment to responsiveness and reliability

• Communicate regularly with facility managers on regional performance, staffing plans, and operational changes; gather feedback and address concerns proactively

• Monitor SLA performance and KPI execution across your region; identify at-risk metrics and escalate to the Account Leader when corrective actions are not resolved within pre-defined time frames

• Monitor account-level KPIs including fee-at-risk metrics; develop regional corrective action plans in collaboration with the Account Leader

• Act as the primary escalation point for your region; support resolution of scheduling conflicts and technical issues in conjunction with Operations Managers

• Monitor daily work order activity and respond when issues arise; resolve scheduling or operational barriers that impact SLA or client satisfaction

• Coordinate with Operations Managers across your region to drive action on operational priorities, staffing adjustments, and quality improvements

Staffing & Operational Planning

• Conduct ongoing analysis of MTS staffing levels, hours allocation, and skill mix for your region; provide direct input to Operations Managers on staffing needs and coverage requirements

• Plan and coordinate staffing requirements related to client store openings and closings; ensure adequate coverage and skill mix for new locations

• Ensure client facility information (store openings, closings, equipment changes, facility modifications) is captured and communicated to Operations Managers and field teams to inform staffing and service planning

• Manage schedule monitoring for SLA risk; work with Operations Managers to adjust coverage and prioritization as required

Quality & Performance Accountability

• Conduct regular quality audits at client facilities to ensure MTS service standards meet or exceed client facility manager expectations; monitor and review quality audit results and safety inspection findings conducted by Operations Managers.

• Own accountability for quality standards and compliance in your region; establish audit protocols, identify trends, and drive corrective action

• Provide direct feedback to Operations Managers on performance, execution gaps, quality findings, and opportunities for improvement

• Ensure all MTS staff in your region understand quality and safety expectations; model accountability and continuous improvement

Capability Management & Field Readiness

• Receive basic Corrigo training; audit skills assignments in Corrigo to ensure technicians are properly certified and trained for assigned work

• Ensure client-specific training completion is tracked and current; maintain working knowledge of critical client equipment and systems relevant to your region

• Support training delivery and skills validation; work with Operations Managers to address competency gaps and ensure field team readiness

Collaboration & Cross-Functional Alignment

• Partner closely with the Account Leader on regional performance, staffing strategy, and capability gaps

• Collaborate with Operations Managers on execution planning, issue resolution, and continuous improvement initiatives

• Communicate regularly with your Account Leader on regional performance, KPI status, and escalated issues

• Coordinate with TSSO, Quality & Business Intelligence, and other MTS functions on technical issues, audit findings, and process improvements

What You'll Bring

Required qualifications:

• Bachelor's degree in Engineering, Business, Operations Management, Facilities Management, or a related field

• 4+ years of field operations, service delivery, or account management experience in technical services, facilities management, or related environment

• Demonstrated success managing operations within a multi-location or geographically distributed environment

• Proven ability to coordinate across teams; strong influencing and collaboration skills

• Hands-on understanding of technical services operations—mechanical, electrical, plumbing, HVAC, or building systems—sufficient to credibly lead field teams and engage with clients

• Strong safety mindset and demonstrated commitment to safety culture and compliance

• Excellent communication skills and customer service orientation; comfortable engaging with facility managers, field teams, and account leadership

• Analytical and data-driven; ability to interpret KPI and financial data, identify trends, and develop corrective action plans

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams); comfort with operations management and reporting systems

• Ability to work a flexible schedule including on-call support for escalations

Preferred qualifications:

• Food & Beverage, QSR or retail operations or maintenance experience

• Experience managing regional or multi-location service delivery operations

• Familiarity with field service operations platforms (Corrigo, asset management systems) or facilities management software

• Background in quality assurance, audit, or compliance management

• Track record of driving process improvement and operational efficiency

• Knowledge of building systems, controls, or facilities management technologies

• Experience with preventive maintenance program management or facilities reliability

• Current or previous experience in a client-facing operations role

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

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!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 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

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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