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Head of Enterprise Service Management

The Opportunity

We are seeking an experienced Head of Enterprise Service Management (ESM), reporting to the Head of Infrastructure and Operations. As a senior role in the infrastructure and operations (I&O) function within IT, this individual is responsible to build champion, refine and build a future-fit the ESM organization for JLL.

The head of ESM brings experience, knowledge, and future vision for transforming the ESM function including its strategy, operating model, product and service offerings and workforce. The role holder is a senior stakeholder in all ESM relationships.

As a key member of the senior I&O leadership team this role contributes to the development and execution of the enterprise-wide IT strategy and is responsible for ensuring ESM strategy is fully aligned, positioning ESM to deliver compelling business value.

This individual is expected to support the Head of I&O and all engineering and business leaders by implementing ESM solutions that align to the enterprise architecture framework and roadmap. She or he will also serve on the IT planning and policymaking committees and will drive the development and adoption of enterprise technology standards, governance processes and performance metrics.

The role has Operational and Technical/Development Ownership of JLL's ITIL/ITSM functions and platforms (Incident/Problem, Change/Release, CMDB). The role must drive business engagement and improvement to the functions. This includes Level 1, 2 and 3 Support ITSM Functions.

Key Responsibilities

• Create and execute strategy: Create and communicate a pioneering vision for ESM, 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 for ESM platforms and services: Streamline service management practices, enable a compelling digital employee experience and improve the value the enterprise receives from infrastructure platforms and services.
• Champion innovation. Take advantage of breakthrough technologies by embracing generative AI, automation and observability.
• Manage and optimize ITIL/ITSM environment: Create and execute strategies for ESM and maximize the value the enterprise receives from investments in ESM.
• Develop and engage talent: Create future-proofing talent strategies to develop, upskill, and retain an adaptive workforce amid the impact of generative AI and automation and adopt leadership principles that engage teams and executives to change culture build 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. Build a scalable and resilient 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 of ESM, including objectives, metrics and KPIs, and track outcomes against goals, such as reducing risk and optimizing cost. 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 of ESM, including the use of metrics such as Key Performance Indicators, Outcome Driven Metrics and Objectives and Key Results

Leadership Requirements

• Strategic Vision: Has a clear strategic vision, with the ability to develop and communicate an ESM vision that inspires and motivates staff and aligns with the I&O, IT and 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 to facilitate collaboration and build relationships across business lines is critical. Able to articulate ESM's approach to risk taking to nontechnical audiences in a way that increases sponsorship and support for ESM's 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 emerging ESM innovations, technologies and practices, and how other enterprises are employing them.

• Change Management: Skilled at driving cultural change; Evangelizing and implementing transformational initiatives where the target state included agile, DevOps, SRE, cloud adoption at scale. Able to consolidate operations capabilities in large, complex enterprise organizations to deliver improved efficiency, while balancing customer preferences for agility.

• Incident Management: Skilled at driving cultural change; Evangelizing and implementing transformational initiatives where the target state included agile, DevOps, SRE, cloud adoption at scale. Able to consolidate operations capabilities in large, complex enterprise organizations to deliver improved efficiency, while balancing customer preferences for agility.

• Team Leadership: Successful history of building and leading diverse teams; including fostering a collaborative, inclusive, and innovative work environment, as well as providing mentorship and professional development opportunities.

• Risk Management: Possess a deep understanding of risk management principles and methodologies; ability to assess and prioritize risks effectively, develop risk mitigation strategies, and ensure that in-placed controls are aligned with governance and policy requirements.

• Continuous Learning: Committed to continuous learning and staying up to date with the latest trends, technologies, and threats in the field of I&O. This includes obtaining relevant certifications, attending conferences, and actively participating in industry forums and networks.

• Ethical: Adheres to the highest ethical standards and demonstrates integrity by instilling a strong culture of ethical behavior within the I&O function and across JLL.

Additional Requirements

• Bachelor's degree in Information Technology, Management Information Systems or Computer Information Systems, Master's degree 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 advanced network areas.
• Strong knowledge of current and Service Technologies (ITIL/ITSM), Emerging Technologies, including cloud computing, virtualization, network architecture, protocols and technologies, governance, risk, compliance and security
• Experience with ITIL framework and IT service management best practices • Strategic thinker with a proven track record of 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 executive exhibiting strong levels of insight and exceeding stakeholder's expectations.
• 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; adjusts style to accommodate individuals and the various phases of growth.

JLL is an Equal Opportunity Employer

JLL is committed to developing and maintaining a diverse workforce, and strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship. Please visit www.JLL.com for additional information on JLL's 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:

170,200.00 - 255,200.00 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 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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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 HRSCLeaves@jll.com. 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.

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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 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.