Head of Enterprise Service Management

Chicago, IL - USA

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

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 youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.

Head ofEnterprise Service Management

The Opportunity

We are seeking an experienced Head ofEnterprise Service Management(ESM) reporting to theHead of Infrastructure and Operations.Asasenior role in the infrastructure and operations (I&O) function within IT this individual is responsibleto buildchampion refine and buildafuture-fittheESMorganization for JLL.

The head ofESMbrings experience knowledge and future vision for transforming theESMfunctionincluding its strategy operating model product and service offerings and workforce. The role holder is a senior stakeholder in allESMrelationships.

As a key member of theseniorI&Oleadershipteamthis role contributes to the development and execution of the enterprise-wide IT strategy andis responsible forensuringESMstrategy is fully aligned positioningESMto deliver compelling business value.

This individual is expected to support theHead of I&O and all engineering and business leadersby implementingESMsolutions that align to the enterprise architecture framework and roadmap.She or he will also serve ontheIT planning and policymaking committees and will drive the development and adoption of enterprise technology standards governanceprocessesand performance metrics.

The role hasOperationaland Technical/DevelopmentOwnership ofJLLs ITIL/ITSMfunctions and platforms(Incident/Problem Change/Release CMDB). The role must drivebusinessengagement and improvement to the functions.This includesLevel 1 2 and 3 Support ITSM Functions.

Key Responsibilities

Create and execute strategy:Create and communicate a pioneering vision forESM including the value proposition in digital transformation optimization of cloud and adoption of innovative technologies such as generative AI.

Optimize redesign and deliver operating models forESMplatforms and services: Streamline service management practices enable a compelling digital employeeexperienceand improve the value the enterprise receives from infrastructure platforms and services.

Champion innovation.Take advantage of breakthrough technologies by embracing generativeAIautomationand observability.

Manage andoptimizeITIL/ITSMenvironment: Create and execute strategies forESMand maximize the value the enterprise receives from investments inESM.

Develop and engage talent: Create future-proofing talent strategies to develop upskill andretainan adaptive workforce amid the impact of generative AI and automation and adopt leadership principles that engage teams and executives to change culturebuild soft skills and improve the employee experience.

Achieve operational excellence:Modernize to a cost-optimized on-time and stable infrastructure(SNow)that addresses technical debt and minimizes risks of new initiatives. Builda scalable andresilient platform to power business growth.

Drive and communicate outcomes:Build relationships and collaborate effectively across various levels of the organization. Able to convey complex technical concepts and strategies that resonate with technical and non-technical stakeholders.

Define Measure and Drive Success:Define the value ofESM includingobjectives metrics and KPIs and track outcomes against goals such as reducing risk andoptimizingcost. Drives the adoption of (and commitment towards) service improvements through a programmatic approach to continuous improvement which also measures impact and shares results.

o Continuously evaluates the business value ofESM including the use of metricssuch asKey Performance Indicators Outcome Driven Metrics and Objectives andKey Results

Leadership Requirements

Strategic Vision: Has a clear strategic vision with the ability to develop and communicate anESMvision that inspires and motivates staff and aligns with theI&OITand business strategy. Outstanding Communication: Exceptional communication skills and ability to effectively communicate complex concepts to various audiences including board members executives technical teams and non-technical staff; aptitude tofacilitatecollaboration and build relationships across business lines is critical. Able to articulateESMs approach to risk taking to nontechnical audiences in a way that increases sponsorship and support forESMs endeavors

Business Acumen and Subject Matter Expertise: Strong business acumen including industry domain-specific knowledge of the enterprise and its business units. Deep understanding of current and emergingESM innovationstechnologiesand practices and how other enterprises are employing them.

Change Management: Skilled at driving cultural change; Evangelizing and implementing transformational initiatives where the target stateincludedagile DevOps SREcloud adoptionat scale. Able toconsolidateoperations capabilities in large complexenterprise organizationsto deliver improved efficiency while balancing customer preferences for agility.

Incident Management: Skilled at driving cultural change; Evangelizing and implementing transformational initiatives where the target stateincludedagile DevOps SREcloud adoptionat scale. Able toconsolidateoperations capabilities in large complexenterprise organizationsto deliver improved efficiency while balancing customer preferences for agility.

Team Leadership: Successful history of building and leading diverse teams;including fosteringa collaborative inclusive and innovative work environment as well asproviding mentorshipandprofessionaldevelopment opportunities.

Risk Management:Possessa deep understanding of risk management principlesand methodologies; ability to assess and prioritize risks effectively develop riskmitigation strategies and ensure that in-placed controls are aligned with governance andpolicy requirements.

Continuous Learning: Committed to continuous learning and staying up to date withthe latesttrends technologies and threats in the field of I&O. This includes obtainingrelevant certifications attending conferences and activelyparticipatingin industry forumsand networks.

Ethical:Adheres to the highest ethical standards anddemonstratesintegrity by instillinga strongculture of ethical behavior within the I&O function and across JLL.

Additional Requirements

Bachelors degree inInformation Technology Management Information Systems or Computer Information SystemsMastersdegree preferred

10 years of experience in IT infrastructure and operations management with at least 5 years in a senior leadership role preferably in a technical capacity in the cloud and/or advancednetwork areas.

Strong knowledge of current andService Technologies(ITIL/ITSM) EmergingTechnologies including cloud computing virtualization network architecture protocols and technologies governance riskcomplianceandsecurity

Experience with ITIL framework and IT service management best practices Strategic thinker with a proventrack recordof implementing large-scale IT initiatives Strong analytical and problem-solving abilities

Industry certifications (e.g. CISSP CISM ITIL) are a plus

Experience as a collaborative and influential leader instilling confidence among stakeholders in FORTUNE 500 environments.

Established reputation as a bold thinking progressive executiveexhibitingstrong levels of insight and exceedingstakeholdersexpectations.

Transformational leader who leads change with energy and resilience to propel the business forward; has the courage to make complex decisions and take calculated risks; adjustsstyle toaccommodate individuals and the various phases of growth.

JLL is an Equal Opportunity Employer

JLL is committed to developing andmaintaininga diverseworkforce andstrongly believes inequal opportunityextended to all individuals in all aspects of the employment relationship. Pleasevisit foradditionalinformation on JLLs commitment to equal opportunity.

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

Estimated compensation for this position:

170200..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:

On-site Austin TX Chicago IL Milwaukee WI New York NY Portland OR San Francisco CA

If this job description resonates with you we encourage you to apply even if you dont meet all the requirements. Were 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 yourepursuing.

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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.

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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.

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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.

Required Experience:

Director

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 career...