MTS Service Delivery Manager

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 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 OperationsBuild 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 regionRespond directly to facility manager requests, escalations, and operational questions; ensure every interaction reflects MTS's commitment to responsiveness and reliabilityCommunicate regularly with facility managers on regional performance, staffing plans, and operational changes; gather feedback and address concerns proactivelyMonitor 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 framesMonitor account-level KPIs including fee-at-risk metrics; develop regional corrective action plans in collaboration with the Account LeaderAct as the primary escalation point for your region; support resolution of scheduling conflicts and technical issues in conjunction with Operations ManagersMonitor daily work order activity and respond when issues arise; resolve scheduling or operational barriers that impact SLA or client satisfactionCoordinate with Operations Managers across your region to drive action on operational priorities, staffing adjustments, and quality improvementsStaffing & Operational PlanningConduct 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 requirementsPlan and coordinate staffing requirements related to client store openings and closings; ensure adequate coverage and skill mix for new locationsEnsure 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 planningManage schedule monitoring for SLA risk; work with Operations Managers to adjust coverage and prioritization as requiredQuality & Performance AccountabilityConduct 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 actionProvide direct feedback to Operations Managers on performance, execution gaps, quality findings, and opportunities for improvementEnsure all MTS staff in your region understand quality and safety expectations; model accountability and continuous improvementCapability Management & Field ReadinessReceive basic Corrigo training; audit skills assignments in Corrigo to ensure technicians are properly certified and trained for assigned workEnsure client-specific training completion is tracked and current; maintain working knowledge of critical client equipment and systems relevant to your regionSupport training delivery and skills validation; work with Operations Managers to address competency gaps and ensure field team readinessCollaboration & Cross-Functional AlignmentPartner closely with the Account Leader on regional performance, staffing strategy, and capability gapsCollaborate with Operations Managers on execution planning, issue resolution, and continuous improvement initiativesCommunicate regularly with your Account Leader on regional performance, KPI status, and escalated issuesCoordinate with TSSO, Quality & Business Intelligence, and other MTS functions on technical issues, audit findings, and process improvementsWhat You'll BringRequired qualifications:Bachelor's degree in Engineering, Business, Operations Management, Facilities Management, or a related field4+ years of field operations, service delivery, or account management experience in technical services, facilities management, or related environmentDemonstrated success managing operations within a multi-location or geographically distributed environmentProven ability to coordinate across teams; strong influencing and collaboration skillsHands-on understanding of technical services operations—mechanical, electrical, plumbing, HVAC, or building systems—sufficient to credibly lead field teams and engage with clientsStrong safety mindset and demonstrated commitment to safety culture and complianceExcellent communication skills and customer service orientation; comfortable engaging with facility managers, field teams, and account leadershipAnalytical and data-driven; ability to interpret KPI and financial data, identify trends, and develop corrective action plansProficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams); comfort with operations management and reporting systemsAbility to work a flexible schedule including on-call support for escalationsPreferred qualifications:Experience managing regional or multi-location service delivery operationsFamiliarity with field service operations platforms (Corrigo, asset management systems) or facilities management softwareBackground in quality assurance, audit, or compliance managementTrack record of driving process improvement and operational efficiencyKnowledge of building systems, controls, or facilities management technologiesExperience with preventive maintenance program management or facilities reliabilityCurrent or previous experience in a client-facing operations roleThis position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.Expected compensation for this position:133,000.00 – 165,000.00 USD per yearFinal compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.Location:Remote –Atlanta, GA, Dallas, TX, Portland, OR, Seattle, WA, Tampa, FLIf 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 include:401(k) plan with matching company contributionsComprehensive Medical, Dental & Vision CarePaid parental leave at 100% of salary Paid Time Off and Company HolidaysEarly access to earned wages through Daily PayAt 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.JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at View email address on click.appcast.io. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.California Residents onlyIf you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Accepting applications on an ongoing basis until candidate identified.SummaryLocation: Tampa, FL; Portland, OR; Dallas, TX; Seattle, WA; Atlanta, GAType: Full time