[Hiring] Senior Director, MTS Service Delivery @JLL

Role 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.

• 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.
• 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.
• Champion a safety-first mindset; collaborate with HSSE and Business Intelligence to ensure accurate HSSE event reporting.
• Ensure compliance with all regulatory, safety, and statutory requirements in the account environment.

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 Managers.
• Hands-on understanding of technical services operations—mechanical, electrical, plumbing, HVAC, or building systems.
• Strong safety mindset and demonstrated commitment to safety culture and compliance.
• Excellent communication skills and presence; comfortable engaging with field teams, account stakeholders, and enterprise client leadership.
• 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).

Requirements

• Food & Beverage retail or QSR account management and operations experience.
• Experience managing multi-location customer accounts or complex service delivery environments.
• Background in preventive maintenance program development, facilities reliability optimization, or similar capital-intensive environments.
• Familiarity with field service operations platforms, asset management systems, or facilities management software.
• Track record of process improvement, operational transformation, or service model optimization.
• Experience collaborating across multiple functions (HSSE, engineering, operations) to solve operational and safety challenges.
• Knowledge of building systems, controls, or facilities management technologies.

Benefits

• 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.