Senior Director, MTS Service Delivery

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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 experts, and quality leadership to refine PM programs, reduce reactive work, and optimize maintenance schedules over time

• Recommend service line expansion and new capability adoption; position MTS as the strategic partner for evolving account needs

• Work with the JLL Account Manager to align MTS capability roadmaps with client business objectives and buying behavior

• Identify opportunities to increase self-delivery rates (MTS internal delivery vs. third-party or client-managed work), driving cost savings and service consistency

Financial & Account Performance

• Own the account P&L—revenue targets, cost management, margin performance, and cash flow

• Monitor account proforma closely; provide regular insights and variance analysis to MTS leadership

• Develop and manage the annual account operating plan and budget; identify and act on cost, utilization, and efficiency opportunities

• Partner with pricing and leadership teams on rate recommendations; ensure pricing reflects service complexity and value delivered

• Support the Account Manager with operational feasibility assessment and scalability planning for scope changes or new service requests

Quality & Client Satisfaction

• Own all account quality audit results and corrective action; establish and drive quality standards that exceed client expectations

• Ensure the team delivers on all service level agreements and client commitments; drive accountability for on-time performance, quality, and responsiveness

• Act as the escalation point for service issues; own root-cause analysis and communicate resolution to leadership and the client

• Build and maintain strong working relationships with key client stakeholders; conduct regular business reviews and gather feedback on MTS performance

• Own the customer feedback loop—understand dissatisfaction drivers, act on improvement opportunities, and communicate progress back to the client

• Drive a culture of excellence and accountability; model service-oriented leadership and ensure every team member understands the account's criticality to MTS

Staffing, Team Development & Collaboration

• Build a high-performing MTS team for this account; hire, onboard, and develop MTS Service Delivery Managers.

• Partner with MTS regional and operations leadership to ensure adequate staffing levels, skill development, and cross-training

• Collaborate cross-functionally with TSSO, Quality & Business Intelligence, Fleet Operations, and Account Management; align on strategy and solve complex operational or technical challenges

• Communicate regularly with your team about account strategy, performance, and what success looks like

• Ensure smooth handoffs and clear protocols between JLL Account Management and MTS delivery teams

What you'll bring:

Required 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—sufficient to credibly lead technical teams and engage with clients

• 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); comfort with operations management and reporting systems

Preferred qualifications:

• 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

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

Estimated compensation for this position:

185,000.00 – 230,000.00 USD per year

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

Remote –Nashville, TN, Olympia, WA

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 may include:

• 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

At 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.

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