Hailey Seats is the Global Director of IT Service Management at JLL, where she has led their enterprise incident, problem, and change management since September 2023. She designed JLL's global major incident operating model, its weekly change risk scoring methodology, and its Problem Quality Review program. Her work integrates Datadog observability and Claude AI into daily incident investigation and executive risk reporting.

Hailey brings more than 15 years of IT services leadership, including 11 years at IBM and Kyndryl as a Delivery Project Executive, Service Delivery Manager, SAN Technical Lead, Agile Coach, NIST compliance lead and Disaster Recovery Program Designer. She holds a bachelor's degree in Psychology and several technical certifications.