GOS Client Technology Manager

Cushman & Wakefield Inc Saint Louis , MO 63150

Posted 2 months ago

Job Title

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.

Job Description

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.

Solution Design

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.

Software Standards

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.

Software Delivery

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.

Primary Duties

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.

Additional Qualifications:

  • 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

Primary Communications

  • Able to report on a quarterly basis to the matrixed organization

  • Executive presentations internal and external

  • Standard solution and deployment methodology

  • Statements of Work

  • Requirements Definition

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

  • CoStar, Lease Harbor, Manhattan, Tririga, ProLease, Accruent, Qube

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

  • Power BI, Tableau

Additional Requirements

  • 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.

  • Primary Contacts

  • 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.

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Cushman & Wakefield Inc Saint Louis MO

GOS Client Technology Manager

Cushman & Wakefield Inc