Senior Director, MTS Service Delivery

JLL empowers you to shape a brighter way .

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.

An exciting period of growth is on the horizon for our team, and we're looking for exceptional talent to join us at the start of Q1 2027 . We believe in building relationships early, which is why we're offering a preview of this upcoming role and starting the conversation today.

We invite you to review the role requirements and, if it aligns with your career aspirations, submit your application now. Our recruitment team is eager to connect, review your resume, and schedule a preliminary discussion to explore how you can be a part of our future success.

Job Description:

The Account Leader, MTS Service is the operational and strategic single point of contact for a large, complex, multi-location customer account. Reporting to the North America Head of MTS, you own end-to-end accountability for service delivery, financial performance, MTS delivery strategy, and client satisfaction. Your scope spans account staffing, SLA performance, budget management, and quality assurance—acting as the embedded operational leader for this critical partnership. You'll partner closely with the JLL Account Manager on commercial strategy while owning all MTS delivery, performance, and capability decisions.

This is both a leadership and account management role grounded in operational rigor and client impact. You'll move between strategic decisions (PM strategy and capability roadmaps, staffing model optimization, service expansion) and direct execution (SLA monitoring, quality audit ownership, technician team management). Success requires the ability to own account profitability and customer satisfaction simultaneously, drive accountability through a dedicated MTS team, and champion a shift from reactive to proactive service delivery.

What sets this role apart is the opportunity to transform account service delivery—building a world-class, outcome-focused partnership that demonstrates MTS's capability to deliver technical excellence, operational reliability, and strategic value to a marquee client. MTS Service Delivery Managers will report to this leader.

What your day-to-day will look like:

Account Operations & Performance Leadership

Own accountability for all MTS service delivery, SLA performance, and account level reporting. Provide strategic direction over staffing levels and technician productivity.

Serve as the operational single point of contact for account strategy, performance issues, and strategic direction—the primary escalation point for MTS-related matters

Monitor and own all account KPIs at risk (response time, first-call resolution, technician utilization, SLA compliance, budget performance, customer satisfaction)

Lead the dedicated MTS account team; set performance expectations, provide coaching and feedback, and ensure alignment on account priorities

Conduct regular operations reviews with your team; track performance against SLA commitments and account targets

Make decisions on account staffing—team structure, technician assignments, skill mix, and permanent vs. contract labor deployment—to balance service quality with profitability; execute staffing adjustments through standard JLL approval processes

Monitor account staffing utilization and make proactive recommendations to ensure KPI execution and operational efficiency

Champion a safety-first mindset; collaborate with HSSE and Business Intelligence to ensure accurate HSSE event reporting, trending analysis, and corrective action follow-through

Ensure compliance with all regulatory, safety, and statutory requirements in the account environment

Strategy, Capability & PM Effectiveness

Own the account's transition from reactive to proactive service delivery; partner with TSSO and engineering experts to develop PM recommendations, then present directly to the client for approval

Develop and present a multi-phase PM strategy and capability roadmap with clear milestones and business justification

Monitor all PM effectiveness metrics; collaborate with TSSO, engineering experts, and quality leadership to refine PM programs, reduce reactive work, and optimize maintenance schedules over time

Recommend service line expansion and new capability adoption; position MTS as the strategic partner for evolving account needs

Work with the JLL Account Manager to align MTS capability roadmaps with client business objectives and buying behavior

Identify opportunities to increase self-delivery rates (MTS internal delivery vs. third-party or client-managed work), driving cost savings and service consistency

Financial & Account Performance

Own the account P&L—revenue targets, cost management, margin performance, and cash flow

Monitor account proforma closely; provide regular insights and variance analysis to MTS leadership

Develop and manage the annual account operating plan and budget; identify and act on cost, utilization, and efficiency opportunities

Partner with pricing and leadership teams on rate recommendations; ensure pricing reflects service complexity and value delivered

Support the Account Manager with operational feasibility assessment and scalability planning for scope changes or new service requests

Quality & Client Satisfaction

Own all account quality audit results and corrective action; establish and drive quality standards that exceed client expectations

Ensure the team delivers on all service level agreements and client commitments; drive accountability for on-time performance, quality, and responsiveness

Act as the escalation point for service issues; own root-cause analysis and communicate resolution to leadership and the client

Build and maintain strong working relationships with key client stakeholders; conduct regular business reviews and gather feedback on MTS performance

Own the customer feedback loop—understand dissatisfaction drivers, act on improvement opportunities, and communicate progress back to the client

Drive a culture of excellence and accountability; model service-oriented leadership and ensure every team member understands the account's criticality to MTS

Staffing, Team Development & Collaboration

Build a high-performing MTS team for this account; hire, onboard, and develop MTS Service Delivery Managers.

Partner with MTS regional and operations leadership to ensure adequate staffing levels, skill development, and cross-training

Collaborate cross-functionally with TSSO, Quality & Business Intelligence, Fleet Operations, and Account Management; align on strategy and solve complex operational or technical challenges

Communicate regularly with your team about account strategy, performance, and what success looks like

Ensure smooth handoffs and clear protocols between JLL Account Management and MTS delivery teams

What you'll bring:

Required qualifications:

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