MTS Service Delivery Manager

• Build 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 region

• Respond directly to facility manager requests, escalations, and operational questions; ensure every interaction reflects MTS's commitment to responsiveness and reliability

• Communicate regularly with facility managers on regional performance, staffing plans, and operational changes; gather feedback and address concerns proactively

• Monitor 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 frames

• Monitor account-level KPIs including fee-at-risk metrics; develop regional corrective action plans in collaboration with the Account Leader

• Act as the primary escalation point for your region; support resolution of scheduling conflicts and technical issues in conjunction with Operations Managers

• Monitor daily work order activity and respond when issues arise; resolve scheduling or operational barriers that impact SLA or client satisfaction

• Coordinate with Operations Managers across your region to drive action on operational priorities, staffing adjustments, and quality improvements

• Conduct 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 requirements

• Plan and coordinate staffing requirements related to client store openings and closings; ensure adequate coverage and skill mix for new locations

• Ensure 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 planning

• Manage schedule monitoring for SLA risk; work with Operations Managers to adjust coverage and prioritization as required

• Conduct 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 action

• Provide direct feedback to Operations Managers on performance, execution gaps, quality findings, and opportunities for improvement

• Ensure all MTS staff in your region understand quality and safety expectations; model accountability and continuous improvement

• Receive basic Corrigo training; audit skills assignments in Corrigo to ensure technicians are properly certified and trained for assigned work

• Ensure client-specific training completion is tracked and current; maintain working knowledge of critical client equipment and systems relevant to your region

• Support training delivery and skills validation; work with Operations Managers to address competency gaps and ensure field team readiness

• Partner closely with the Account Leader on regional performance, staffing strategy, and capability gaps

• Collaborate with Operations Managers on execution planning, issue resolution, and continuous improvement initiatives

• Communicate regularly with your Account Leader on regional performance, KPI status, and escalated issues

• Coordinate with TSSO, Quality & Business Intelligence, and other MTS functions on technical issues, audit findings, and process improvements

• Bachelor's degree in Engineering, Business, Operations Management, Facilities Management, or a related field

• 4+ years of field operations, service delivery, or account management experience in technical services, facilities management, or related environment

• Demonstrated success managing operations within a multi-location or geographically distributed environment

• Proven ability to coordinate across teams; strong influencing and collaboration skills

• Hands-on understanding of technical services operations—mechanical, electrical, plumbing, HVAC, or building systems—sufficient to credibly lead field teams and engage with clients

• Strong safety mindset and demonstrated commitment to safety culture and compliance

• Excellent communication skills and customer service orientation; comfortable engaging with facility managers, field teams, and account leadership

• Analytical and data-driven; ability to interpret KPI and financial data, identify trends, and develop corrective action plans

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams); comfort with operations management and reporting systems

• Ability to work a flexible schedule including on-call support for escalations

• Experience managing regional or multi-location service delivery operations

• Familiarity with field service operations platforms (Corrigo, asset management systems) or facilities management software

• Background in quality assurance, audit, or compliance management

• Track record of driving process improvement and operational efficiency

• Knowledge of building systems, controls, or facilities management technologies

• Experience with preventive maintenance program management or facilities reliability

• Current or previous experience in a client-facing operations role

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

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!

If 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.