Performance Manager

The Manager of Performance Management serves as the primary performance and governance lead across a portfolio of strategic data center accounts, including CyrusOne, Microsoft, and Oracle. This role is responsible for SLA/CPI performance reporting and governance, as well as cross-functional governance structures that drive account health, client satisfaction, and contractual compliance. The role partners closely with Account Directors, Finance, Sourcing, Operations, and Technology teams to translate complex contractual obligations into measurable, executable deliverables.

This is a client-facing, cross-functional leadership role requiring the ability to manage multiple accounts simultaneously, lead through influence, and operate with a high degree of autonomy in fast-paced, high-stakes critical environments.

Principal Duties and Responsibilities Tasks will include but not be limited to:

Performance Management & SLA/CPI Reporting

• Own the end-to-end SLA and CPI reporting lifecycle across multiple data center accounts, including scorecard design, evidence compilation, weighting validation, and client delivery
• Manage all contractual reporting obligations for CyrusOne, including monthly uploads to SharePoint of SLA/CPI scorecards, subcontractor reports, aged debt reports, monthly facility overviews, and HSSE metrics
• Lead quarterly SLA scorecard development and distribution for Microsoft, coordinating internal review with Operations Directors and account leadership prior to client delivery
• Coordinate and facilitate Monthly Business Reviews (MBR) for Oracle, including deck preparation, cross-functional contributor coordination, pre-read distribution, and post-meeting session notes
• Maintain and enforce reporting cadences (monthly, quarterly) across all accounts; establish minimum preparation timelines to ensure quality and reduce last-minute escalations
• Support CPI analysis deliverables across accounts as requested by corporate leadership

Financial Oversight & Revenue Protection

• Oversee accrual data collection and monthly reporting timelines in partnership with Finance leads, targeting contractual deadlines
• Coordinate written client confirmations required for fee clawback waivers and at-risk management fee exceptions in partnership with Account/Operations Directors

Contract & Compliance Management

• Reconcile active site lists against contractual schedules (e.g., Schedule 2.1.1), identifying discrepancies, unlisted sites, and vacant/offline facilities
• Track the status of executed CCRs and Statements of Work (SOW) across all accounts; maintain updated documentation on SharePoint
• Oversee semi-annual compliance audits (e.g., SOC 2 User Access Audit), coordinating contact updates and submissions on behalf of the account team
• Manage system access controls across client platforms, including SharePoint permissions, Corrigo access, and Tableau site administration

Client & Stakeholder Engagement

• Serve as a primary JLL point of contact for client governance meetings, including Oracle MBR facilitation and CyrusOne monthly reporting cadences
• Build and maintain trusted relationships with client-side counterparts, including vendor performance managers, finance teams, and operations leadership
• Communicate proactively on release timelines, reporting deliverables, and account milestones; escalate issues with clear recommendations and proposed paths forward
• Coordinate cross-functional stakeholder alignment across Finance, Sourcing, Operations, IT, HSSE, and HR functions in support of account objectives

Technology & Systems Governance

• Lead the procurement and execution of technology SOWs to automate CPI and SLA reporting (e.g., Azara/Tableau dashboard development)
• Partner with technology leads and GTT Project Managers to ensure timely delivery of dashboard tools; supply required input data, review development output, and validate reporting logic
• Manage governance around client-facing systems including Corrigo (CMMS), SharePoint, Tableau, and Property Hub; resolve access issues, conduct audits, and enforce login compliance
• Coordinate with JLL Technology Advisory teams on AI and system integration pilots as applicable to account operations

Program & Project Coordination

• Maintain account-level tracking mechanisms including deliverables matrices, decision registers, and pending items trackers across all active accounts
• Coordinate multi-contributor MBR and QBR deck preparation, assigning owners, setting deadlines, and consolidating inputs into client-ready presentations
• Manage SharePoint architecture for account governance folders, ensuring proper file organization and access control
• Support account leadership with historical documentation, retrospective analyses, and contextual briefings in support of leadership transitions or new client engagements

Administrative & Special Projects

• Perform additional duties and special projects assigned to support overall account success

Supervisory Responsibilities

• None

Qualifications Required

• 7–10 years of experience in performance management, PMO, business operations, or account governance within a large enterprise or professional services environment
• Demonstrated experience managing SLA/CPI reporting programs with direct client accountability
• Financial acumen, including experience with revenue recognition, accruals, fee-at-risk processes, and financial work order review
• Exceptional ability to manage multiple accounts and concurrent workstreams independently with minimal direction
• Proven track record of leading cross-functional initiatives through influence rather than direct authority
• Advanced proficiency in Microsoft 365 (SharePoint, Teams, Excel, PowerPoint); experience with CMMS platforms (e.g., Corrigo) and data visualization tools (e.g., Tableau, Azara)
• Strong communication and facilitation skills; comfortable presenting to SVP-level clients and internal stakeholders
• Proficient in program management software and tools, with a solid understanding of data center operations and technologies