Service and Process Governance Manager

JLL empowers you to shape a brighter way .

Our people at JLL and JLL Technologies 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.

Responsibilities :

• Work with IT teams and senior management to establish the service standards, priorities, and governance guidelines and ensure the service management platform aligns with the processes.
• Process Governance : Develop, implement, and enforce IT service management processes, frameworks, and policies to ensure consistent and standardised practices across the organisation.
• Compliance and Audits : Ensure IT service management processes comply with industry best practices, regulatory requirements, and internal policies.

Conduct regular audits to assess compliance and identify areas for improvement.

Documentation and Reporting : Create and maintain accurate and comprehensive documentation of IT service management processes, including process flows, procedures, guidelines, and templates.

Generate reports on process performance and key metrics for management review.

• Stakeholder Management : Collaborate with cross-functional teams, including IT operations, service desk, project management, and business units, to gather requirements, identify process gaps, and facilitate process improvement initiatives.
• Process Improvement : Identify opportunities for streamlining and automating IT service management processes to enhance efficiency, effectiveness, and user experience.

Lead process improvement projects and drive the adoption of industry best practices.

• Ensure automation and self-healing solutions are integrated into the enterprise ITSM processes, including iterations as a result of RCA’s.
• Training and Awareness : Conduct training programs and workshops to educate employees on IT service management processes, guidelines, and tools.

Foster awareness and understanding of process governance principles throughout the organization.

Continual Service Improvement : Monitor IT service management processes through regular reviews, feedback collection, and metrics analysis.

Identify areas for improvement, initiate corrective actions, and drive continual service improvement initiatives.

• Lead and coach a team of service management and governance professionals fostering a collaborative and high-performance culture.
• Encourage innovation and continuous improvement within the team.

Education and experience

• Bachelor's degree in information technology, computer science, or a related field.
• 10 years prior experience in service management or IT governance.
• Strong and current knowledge of IT service management frameworks (e.g., ITIL) and governance best practices.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional communication and interpersonal skills.
• Ability to build and maintain relationships with internal and external stakeholders.
• Strong leadership and team management abilities.
• Strong proficiency in using IT service management tools and systems.

Location : On-site Chicago, IL

On-site Chicago, IL

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

Flexible and Remote Work Arrangements may be available

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For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy here.

This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date.

You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.

g., Johnson & Johnson / Janssen). Failure to provide proof of vaccination may result in termination.

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 contact us at Accommodation Requests.

This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page >

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Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

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.

Accepting applications on an ongoing basis until candidate identified.