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.    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