What this job involves: The Director of Mobile Technical Services (MTS) North America leads field operations, profitability, and operational excellence across a $350M platform delivering mechanical, electrical, plumbing, controls, and related critical technical services. Reporting to the Global Head of MTS, you own end-to-end accountability for service delivery, financial performance, safety culture, and team development across all U.S. and Canadian operations-managing over 1,500 technicians and operations staff.
This is a leadership role grounded in operational rigor and client impact. Success requires moving between strategic decisions (P&L management, service expansion, pricing strategy) and on-the-ground accountability (safety performance, technician quality, customer satisfaction). You'll lead through regional directors and operations managers, set clear performance standards, and champion a culture where safety, technical excellence, and integrity are non-negotiable.
What sets MTS apart is the scale and complexity of the work-and the opportunity to build a best-in-class technical services organization that positions JLL as the partner of choice for facilities-critical technical services across North America
What your day-to-day will look like: Regional Operations Leadership - Own accountability for service delivery, staffing levels, technician productivity, and customer satisfaction across all U.S. and Canadian operations
- Lead your Sr. Director (U.S.), Director (Canada), and Operations Support leader; set performance expectations, provide coaching and feedback, and develop your leadership bench
- Work with regional teams to manage workload allocation, resource deployment, and skill mix to balance demand and profitability across geographies
- Conduct regular operations reviews; monitor KPIs around response time, first-call resolution, technician utilization, customer retention, and safety performance
- Make decisions on operational model adjustments-staffing strategy, subcontract vs. in-house service delivery, and capability investment
- Build relationships across peer organizations within JLL to align strategy and solve operational challenges
Safety Culture & Compliance - Champion a zero-incident safety mindset across all operations; own accountability for safety metrics, incident reporting, and corrective action
- Ensure compliance with all regulatory, safety, and statutory requirements across mechanical and electrical services in all jurisdictions
- Work with Quality & Business Intelligence partners and training leadership to embed safety standards and field competency into operations
- Model safety discipline in your own conduct and leadership visibility; demonstrate commitment to safety over speed or cost
Financial & Operational Performance - Own the P&L-revenue targets, cost management, margin performance, and cash flow across North America
- Develop annual operating plans and budgets; track performance against plan and act on variance (cost, utilization, pricing, overhead)
- Partner with leadership to develop profitability strategies through pricing adjustments, service mix optimization, labor productivity, and operational efficiency
- Make capital allocation decisions on tools, vehicles, and technology investments that drive productivity, safety, and quality
- Support business development and account management with pricing strategy, scalability assessment, and operational feasibility for new or expanded service delivery
Client Satisfaction & Account Management - Ensure your team delivers on service level agreements and client commitments; drive accountability for on-time performance, quality, and responsiveness
- Own the customer feedback loop-understand dissatisfaction drivers, communicate resolution, and drive process improvements
- Build trust and credibility with key account decision-makers; position MTS as operationally excellent and committed to their success
Team Development & Leadership - Build a pipeline of internal talent for director and manager roles; actively develop high-performing operations leaders
- Set clear performance expectations and accountability for your direct reports; provide regular feedback, coaching, and growth opportunities
- Hire and onboard regional leaders; assess talent gaps and build the management bench needed to scale operations
- Support negotiations via collective bargaining agreements
- Create a culture of collaboration, inclusion, and accountability where operational excellence, safety, and client focus drive how we work
- Communicate strategy, business performance, and success metrics to your team; ensure everyone understands how their work connects to MTS and JLL strategy
Operations Enablement & Continuous Improvement - Work with Quality & Business Intelligence partners to identify operational bottlenecks, inefficiencies, and improvement opportunities
- Support the adoption of digital tools and data-driven decision-making for field scheduling, asset management, workforce productivity, and performance visibility
- Stay current with emerging technologies and operational best practices; evaluate opportunities to pilot or scale innovations that improve efficiency and safety
- Provide input on capability gaps and requirements to inform service line expansion, technology investment, and strategic planning
Required qualifications: - Bachelor's degree in engineering, Business, Operations Management, Facilities Management, or a related field
- 10+ years of operational or P&L leadership experience in technical services, field operations, or related hard services environment
- Demonstrated success owning and managing a P&L-budget accountability, cost management, and profitability improvement
- Proven track record building and developing operations teams; ability to hire, coach, and advance managers and supervisors
- Hands-on understanding of technical services operations-mechanical, electrical, plumbing, HVAC, or controls systems sufficient to credibly lead technical teams and engage with clients
- Strong safety mindset and demonstrated commitment to safety culture and compliance
- Excellent communication and leadership presence; comfortable engaging with field teams, regional leadership, and enterprise clients
- Analytical and business-minded; ability to translate operational data into action and make sound commercial decisions
- Travel 25%
Preferred qualifications: - Commercial real estate account management or maintenance services background
- Experience leading negotiations with Collective Bargaining Agreements
- Track record of organizational change, operational transformation, or significant process improvement
- Knowledge of building systems, controls, or facilities management technologies
- Locations: Chicago, Atlanta, Dallas-Fort Worth, Charlotte, Nashville (hybrid work environment)
Estimated compensation for this position:185,000.00 - 225,000.00 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 -Atlanta, GA, Charlotte, NC, Chicago, IL, Dallas, TX, Nashville, TN
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.
Accepting applications on an ongoing basis until candidate identified.
