Performance 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 peopleand empowering them tothrive, 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 Manager of Performance Management serves as the primary performance and governance lead across a portfolio of strategic data center accounts, including CyrusOne, Microsoft, and Oracle. This role is responsible for SLA/CPI performance reporting and governance, as well as cross-functional governance structures that drive account health, client satisfaction, and contractual compliance. The role partners closely with Account Directors, Finance, Sourcing, Operations, and Technology teams to translate complex contractual obligations into measurable, executable deliverables.This is a client-facing, cross-functional leadership role requiring the ability to manage multiple accounts simultaneously, lead through influence, and operate with a high degree of autonomy in fast-paced, high-stakes critical environments.Principal Duties and ResponsibilitiesTasks will include but not be limited to:Performance Management & SLA/CPI ReportingOwn the end-to-end SLA and CPI reporting lifecycle across multiple data center accounts, including scorecard design, evidence compilation, weighting validation, and client deliveryManage all contractual reporting obligations for CyrusOne, including monthly uploads to SharePoint of SLA/CPI scorecards, subcontractor reports, aged debt reports, monthly facility overviews, and HSSE metricsLead quarterly SLA scorecard development and distribution for Microsoft, coordinating internal review with Operations Directors and account leadership prior to client deliveryCoordinate and facilitate Monthly Business Reviews (MBR) for Oracle, including deck preparation, cross-functional contributor coordination, pre-read distribution, and post-meeting session notesMaintain and enforce reporting cadences (monthly, quarterly) across all accounts; establish minimum preparation timelines to ensure quality and reduce last-minute escalationsSupport CPI analysis deliverables across accounts as requested by corporate leadershipFinancial Oversight & Revenue ProtectionOversee accrual data collection and monthly reporting timelines in partnership with Finance leads, targeting contractual deadlinesCoordinate written client confirmations required for fee clawback waivers and at-risk management fee exceptions in partnership with Account/Operations DirectorsContract & Compliance ManagementReconcile active site lists against contractual schedules (e.g., Schedule 2.1.1), identifying discrepancies, unlisted sites, and vacant/offline facilitiesTrack the status of executed CCRs and Statements of Work (SOW) across all accounts; maintain updated documentation on SharePointOversee semi-annual compliance audits (e.g., SOC 2 User Access Audit), coordinating contact updates and submissions on behalf of the account teamManage system access controls across client platforms, including SharePoint permissions, Corrigo access, and Tableau site administrationClient & Stakeholder EngagementServe as a primary JLL point of contact for client governance meetings, including Oracle MBR facilitation and CyrusOne monthly reporting cadencesBuild and maintain trusted relationships with client-side counterparts, including vendor performance managers, finance teams, and operations leadershipCommunicate proactively on release timelines, reporting deliverables, and account milestones; escalate issues with clear recommendations and proposed paths forwardCoordinate cross-functional stakeholder alignment across Finance, Sourcing, Operations, IT, HSSE, and HR functions in support of account objectivesTechnology & Systems GovernanceLead the procurement and execution of technology SOWs to automate CPI and SLA reporting (e.g., Azara/Tableau dashboard development)Partner with technology leads and GTT Project Managers to ensure timely delivery of dashboard tools; supply required input data, review development output, and validate reporting logicManage governance around client-facing systems including Corrigo (CMMS), SharePoint, Tableau, and Property Hub; resolve access issues, conduct audits, and enforce login complianceCoordinate with JLL Technology Advisory teams on AI and system integration pilots as applicable to account operationsProgram & Project CoordinationMaintain account-level tracking mechanisms including deliverables matrices, decision registers, and pending items trackers across all active accountsCoordinate multi-contributor MBR and QBR deck preparation, assigning owners, setting deadlines, and consolidating inputs into client-ready presentationsManage SharePoint architecture for account governance folders, ensuring proper file organization and access controlSupport account leadership with historical documentation, retrospective analyses, and contextual briefings in support of leadership transitions or new client engagementsAdministrative & Special ProjectsPerform additional duties and special projects assigned to support overall account successSupervisory Responsibilities NoneQualificationsRequired7–10 years of experience in performance management, PMO, business operations, or account governance within a large enterprise or professional services environmentDemonstrated experience managing SLA/CPI reporting programs with direct client accountabilityFinancial acumen, including experience with revenue recognition, accruals, fee-at-risk processes, and financial work order reviewExceptional ability to manage multiple accounts and concurrent workstreams independently with minimal directionProven track record of leading cross-functional initiatives through influence rather than direct authorityAdvanced proficiency in Microsoft 365 (SharePoint, Teams, Excel, PowerPoint); experience with CMMS platforms (e.g., Corrigo) and data visualization tools (e.g., Tableau, Azara)Strong communication and facilitation skills; comfortable presenting to SVP-level clients and internal stakeholdersProficient in program management software and tools, with a solid understanding of data center operations and technologiesThis position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.Expected compensation for this position:130,000.00 – 150,000.00 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 –Charlotte, NCJob Tags: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 include:401(k) plan with matching company contributionsComprehensive Medical, Dental & Vision CarePaid parental leave at 100% of salaryPaid 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'repursuing.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 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 ourSupplemental 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: Charlotte, NCType: Full time