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

Work arrangement
Yes