GOS Client Technology Manager
Job Description Summary
As a part of C&W's Global Occupier Services (GOS) Technology group, the GOS Client Technology Manager provides our GOS team and their clients expertise and leadership for the solution design, software standards and deployment definition for GOS and Markets client-facing teams using our GOS technology platform solution.
The Technology Client Solution Lead must communicate and collaborate effectively with service line leadership, other technology platform leads, technology vendors, delivery and support teams, and occupier clients.
This is a full-time position that can be located in St. Louis, Chicago or Virtual Location with the ability to work from home, office or hoteling space as required. Travel is required.
The GOS Client Technology Manager is responsible for overall program management and governance leading a continuous improvement program for client technology solutions. This includes identification of opportunities for continual technology improvements, expanding program offering and enhancing the quality of the existing program, maintaining high customer satisfaction and developing a strong partnership, acting as the client team's first point of contact for all support needs. The GOS Client Technology Manager will develop and present Quarterly Business Reviews and ensure the health of the program meets or exceeds client expectations.
The GOS Client Technology Manager is responsible for establishing a firm grasp of C&W's GOS Services service lines, occupier (customer) needs, and all other technologies in the GOS technology stack. The Client Technology Manager designs the functional and technical solutions that allow C&W service teams for both new and existing clients. This includes performing system, data and process modelling, as well as analysis and planning to design GOS solutions that meets the business needs, including financial guidelines and estimates. Solution Design details may include hardware, network, software, data mapping, process, integration and workflow design and development. Integration design is focused on financial, human resources and property management systems for internal and client requirements. This role requires research and partnering with system administration, system architects, vendor developers, software partners as well as client engagement.
The GOS Client Technology Manager will produce a comprehensive standard deployment design that presents and effectively communicates the solution and how it meets the service line and client requirements through an iterative process, which will serve as the approach for delivery teams. This considers the various ways that the service line manages work with client, including Enterprise Accounts, Portfolio Solutions and variable Market projects. Including standard templates, reports and dashboards. The role includes collaboration with the Platform Lead to maintain and control a backlog of deliverables to achieve communicated delivery dates.
The GOS Client Technology Manager will work with service line resources to lead and participate in the execution of the technical solution, providing continued guidance and decision making throughout the design and development phases, providing as a technical resource as well as documenting any significant standard design changes.
Provide support and management ensuring continuity of existing client systems and technologies including all operational, continuous improvement. Maintaining process sup level understanding The GOS Client Technology Manager will sponsor, define and manage the execution of account-specific deployments of the C&W technology solution, overseeing requirements and delivery scope, schedule and budget. This includes communication of success criteria and standing up the account during transition and effectively managing roadmap activities in coordination with the delivery team.
GOS Technology Center of Excellence
Actively help to develop, train and promote a GOS Technology center of excellence to accelerate demand and consistency across geographies and service lines.
This position has matrixed responsibility through portfolio and projects, mentoring of developing BA and Delivery Manager resources but no direct reports to start.
Primary duties include:
35% Solution Design / Consulting / Presentations
25% Software Standards
20% Software Delivery
10% Center of Excellence
10% Support & Operations
Guidance will include weekly / bi-weekly one-on-one meetings with your direct supervisor, weekly training sessions, team monthly and quarterly meetings with GOS Technology leadership. Additionally, projects that are sponsored by the Client or the GOS team, may be self-managed by the Client Technology Manager or supported by a GOS Technology Project Manager (PJM), in which the Delivery Manager (DM) reports to the PM but the Client Technology Manager maintains sponsorship. All project materials by Client Technology Manager, DM or PJM are regularly audited for adherence to process. There are "dotted-line" reporting relationships into the client account manager or client executive for overall transition management.
Technical and Functional Requirements
Technical fluency required with the following:
Microsoft Office 365, including Project, Visio and SharePoint
Microsoft Power BI
Project and Development Services Management Methodologies
Portfolio Management, Project Management, Facilities & IWMS Software experience
Must be able to use laptop, mobile device and wireless technologies
Knowledge of Network & Telecommunications Management
Specific Credentials or Work Experience Requirements
Bachelor's or equivalent experience in Technology, Real Estate / Business, Construction or related field
Mastery of PMO, Project Management methodologies, corporate real estate account structures and Transaction Management. Including budgeting, job-cost financials and reporting.
Software Product Management, ITIL and SDLC experience with knowledge of service order, contract, supplier management, procurement, and/or accounting practices to aid in the identification, management and resolution of technology problems for effective client service delivery. Product Management to design and manage complex solutions and delivery to clients.
Experience in providing SDLC solutions with a focus in supplier management, service requests, contact management, contract management, lease administration, and project management. This is required to understand and meet very detailed process and reporting requirements as they vary across different client verticals (ex. government, healthcare, corporate, and retail)
Strong hands-on analytical skillset with attention to detail required
Excellent written and verbal communication skills, including management of executive presentations required
Ability to develop strong partnerships across a global, multi-layered organization
Able to report on a quarterly basis to the matrixed organization
Executive presentations internal and external
Standard solution and deployment methodology
Statements of Work
Knowledge & Skills
Software use or management knowledge required in one or more of the following Commercial Real Estate and/or IWMS software technologies:
Portfolio Lease Administration
Transaction & Project Management- Tango, Kahua, Accruent, Project Mates, CoStar, e-Builder
Facilities / CMMS - 360Facility, Service Channel,Corrigo, Angus Anywhere, Maximo, ServiceNow
Space & Occupancy CAD / CAFM - Serraview, Tririga, Archibus, FM:Systems, Manhattan / Centerstone, Qube
Business Intelligence / Analytics
High Level of critical thinking and judgement exercised daily
Maintain a "can do" mentality with the ability to take charge with minimal information
Knows how to engage a client for sales or solution that best fits their organization and culture with limited knowledge
Able to determine how to handle client requests that are not in their best interest or are outside of scope of delivery or technology capability.
Able to choose the most effective forms of communication to articulate complex problems to non-technical resources.
This role will work with the following contacts on a daily basis
Client Team (IT, Directors, Managers and Decision-makers)
CW Service Delivery Team Members, Transition Teams and Service Line Leadership
GOS Technology Team (Leadership, Business Analysts and Project Managers)
Vendor / Supplier (Leadership, Support, Solutions Engineers
Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.
Cushman & Wakefield Inc