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. 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 und