Technical Support Manager - HVAC & Chiller Systems

Integrated Solutions Service Team Ldr 1

Who we are

Johnson Controls is a world leader in smart buildings, creating safe, healthy and sustainable spaces. For nearly 140 years, we’ve made buildings better and now we’re transforming them again with our award-winning digital technologies and services. We’re using artificial intelligence and data-driven solutions to give you deeper insight into your building’s health, sustainability and performance. It’s changing the way we design, operates and maintains indoor environments and driving to a new era of autonomous buildings.

We deliver the blueprint of the future for industries such as healthcare, schools, data centers, airports, stadiums, hotels, manufacturing and beyond through OpenBlue, our comprehensive suite of connected solutions.

Johnson Controls offers the world’s largest portfolio of building technology, software and services. Supported by a team of more than 100,000 dedicated employees working across 150 countries, we’re helping customers achieve their sustainability goals and power their mission.

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What you will do:

The Service Delivery Manager (SDM) is responsible for ensuring the effective delivery of IT and business services to clients or internal stakeholders. This role focuses on maintaining high service standards, managing customer relationships, and continuously improving service delivery processes to meet organizational goals and SLA commitments.

What we offer:

• Competitive salary plus overtime paid at premium rates.

• Service vehicle, mobile phone, tablet, PPE, and any specialist equipment provided.

• 25 days paid holidays plus bank holidays.

• Comprehensive benefits package, including pension, life assurance, employee assistance program, and discounts on Johnson Controls products.

• Extensive training and career development opportunities.

• Dedication to safety with our Zero Harm policy.

How you will do it:

Service Delivery Management

• Oversee end-to-end service delivery to ensure quality, efficiency, and alignment with SLAs/KPIs

• Monitor service performance and implement corrective actions where needed

• Ensure timely resolution of incidents, service requests, and escalations

Client & Stakeholder Management

• Act as the primary point of contact for clients or internal business units

• Build and maintain strong relationships with key stakeholders

• Conduct regular service review meetings and provide performance reports

Operational Excellence

• Drive continuous service improvement initiatives

• Identify risks and implement mitigation strategies

• Ensure adherence to ITIL processes (Incident, Problem, Change Management)

Team Leadership

• Manage and guide service delivery teams (technical and non-technical)

• Allocate resources effectively to meet service requirements

• Support training, mentoring, and performance management of team members

Governance & Compliance

• Ensure services comply with organizational policies, security standards, and regulatory requirements

• Maintain documentation, reporting, and audit readiness

Vendor & Financial Management

• Manage third-party vendors and service providers

• Oversee contract performance and compliance

• Track budgets, billing, and cost optimization

Key Skills & Competencies

• Strong understanding of ITIL framework and service management principles

• Excellent communication and stakeholder management skills

• Proven ability in problem-solving and decision-making

• Strong leadership and team management skills

• Analytical mindset with experience in reporting and metrics tracking

• Ability to manage multiple priorities in a fast-paced environment

Qualifications & Experience

• Bachelor’s degree in IT, Computer Science, Business Administration, or related field

• 5–12 years of experience in IT service delivery or operations management

• ITIL certification (preferred)

• Experience in managing client-facing roles and cross-functional teams

Join Johnson Controls and be part of a team that values your contributions, supports your growth, and provides a rewarding work environment.

Diversity & Inclusion 

Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers’ vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate. ​​​​​​ Our D&I mission elevates each employee’s responsibility to contribute to our culture. It’s through these contributions that we’ll drive the mindsets and behaviors we need to power our customers’ missions. You have the power. You have the voice. You have the culture in your hands.