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. JLL supports the Whole You, personally and professionally. 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 to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally. What this job involves: Please note: This role, whilst UK based will cover & support the Americas time zone. This requires individuals to start work later afternoon and work into the evening. T his job involves overseeing and driving Incident Management activities, with a focus on resolving Major incidents while adhering to best practices and industry standards. The role requires coordinating and communicating updates to key stakeholders, including senior management and clients, regarding incident status, impact, and resolution progress. The position involves facilitating post-incident reviews to identify learnings and recommendations for continuous improvement. The successful candidate will develop metrics to monitor incident management effectiveness and conduct training sessions to educate colleagues on incident management principles. They will also provide guidance and mentorship to the incident management team, manage multiple incidents concurrently in a multi-vendor environment, and demonstrate a commitment to personal growth and development. This role demands strong leadership, communication, and analytical skills, as well as the ability to work effectively under pressure in complex technical situations. What your day-to-day will look like: · Oversee and drive Incident Management activities, including the resolution of Major incidents, ensuring adherence to best practice and industry standards. · Coordinate regular updates to key stakeholders including senior management, business units and clients regarding Major Incidents. · Ensure timely and accurate communication of incident status, impact and resolution progress. · Facilitate post incident reviews to identify learnings and recommendations incorporating continuous improvement and lessons learned. · Develop metrics and performance indicators to monitor incident management effectiveness including opportunities for automation. · Conducts training sessions and workshops to educate colleagues on incident management principles and procedures. · Provides guidance and mentors the incident management team to enhance their skills and capabilities. · Ability to prioritize and manage multiple incidents concurrently. · Demonstrates a drive towards continual personal growth and development. · Manage major incidents within a multi-vendor environment. Education and experience Previous demonstrable experience in IT Service Delivery Experience utilising Service Now toolset. Certifications in IT service management frameworks, such as ITIL or similar. Experience withing within a global matrixed environment. Experience managing major and complex incidents. Ability to analyse complex technical information and trends to enable resolution of incidents. Exceptional communication and negotiation skills to manage expectations amongst stakeholders. Exceptional customer service and ability to build relationships across technical and non-technical teams. Extensive experience managing vendors and other 3rd parties. Excellent organisational and presentation skills. Experience managing service level agreements and ensuring compliance with contractual obligations. Proactive, resilient, and comfortable with change. Attention to details and the ability to work in a fast-paced environment. Experience leading and mentoring teams. Location: Remote –Tyne and Wear, GBR 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 If you require any changes to the application process, please email EMEATAjll.com or call 44 ( 0 ) 20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL. JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. 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