The Role
Lead APAC hub for client technology operations in Manila: govern regional ops, define standards, manage multi-account programs, scale shared services (system admin, BI, data governance), drive automation and AI adoption, and build talent, training, and knowledge management to improve consistency and client outcomes.
Summary Generated by Built In
Job Title
APAC Technology Ops Hub LeadJob Description Summary
The APAC Technology Ops Hub Lead is a Manila-based leader for ensuring the success of client technology roles, such as account dedicated technology SMEs, system administrators, BI developers/analysts, and data governance and IT operations resources. They will be focused on enhancing operational performance and service standards, supporting hiring and onboarding for new accounts, driving the development of best practices, processes and SOPs in the delivery of Technology Client Care in the region. The role acts as a Program Manager for multi-account initiatives that uplift the maturity of technology usage and adoption on accounts and provides consistency in technology implementation and support across the region. The role reports to the Head of APAC Client Technology Solutions & Success and works closely with the APAC Technology Client Care Lead to scale shared services, to drive consistency in technology support and improve client care outcomes.Job Description
Core Responsibilities:
- Regional Operations Hub Oversight: Provides operational direction, governance, performance management and oversight for the Ops Hub Client Tech services; establishes reporting, governance forums and escalation pathways for transparency to APAC and global leadership.
- Standards & Service Consistency: Defines hub-wide standards across system administration, BI development, data governance, change/incident/request management and IT operations runbooks; aligns local execution to the global C&W operating model.
- Multi-Account Program & Project Management: Manages strategic client programs through disciplined project management (scope, milestones, owners, dependencies, risks, decisions, status reporting) across multi-account initiatives such as change control, on/offboarding, data services, training, audit and compliance, with strong governance and measurable outcomes.
- Process Improvement & Transition Standardization: Closes gaps across transition (sales → delivery → client care), implementation and steady-state operations; drives both upstream improvements (project plans, training, knowledge transfer, hypercare) and downstream improvements (client care operations).
- Shared Services & Operations Scaling: Plans, builds and scales System Admin Center of Excellence, BI Centre of Excellence, Data Governance and IT operations services from the hub; supports capacity planning, headcount forecasting, budget, service catalogues, service levels and escalation paths.
- Innovation, Automation & Artificial Intelligence Adoption: Drives a culture of innovation by identifying opportunities to apply automation, low-code tooling, generative AI and Agentic AI to ticket triage, knowledge management, reporting, data quality, testing, documentation and routine system administration, reinvesting human capacity into higher-value advisory and solution development work. Partners with global Innovation, Product and Data teams to pilot and scale emerging tech, positioning the hub as a future-ready service capability rather than a traditional support function.
- Team Leadership, Talent & Knowledge Management: Builds and mentors the hub team, supports hiring/onboarding/capability development, advances knowledge management through SOPs, runbooks, training materials and reusable assets; represents the hub in regional/global forums.
- Training, Awareness & Stakeholder Communications: Support the development of training and knowledge-sharing practices between accounts regionally and globally, including the communication of new products, upgrades, enhancements, and emerging technology pilots, in partnership with Product and L&D leads. Engage with key business stakeholders to discuss technology adoption, surface concerns, and align on ongoing account technology needs in partnership with the APAC Technology Client Care Leader.
INCO: “Cushman & Wakefield”
Skills Required
- Proven experience leading regional technology operations or ops hub for client-facing tech teams
- Program and project management across multi-account initiatives (scope, milestones, governance, reporting)
- Experience defining and enforcing standards across system administration, BI development, data governance, incident/change/request management
- Experience building/scaling shared services and COEs (System Admin, BI, Data Governance, IT operations)
- Capability to drive process improvement, transitions, onboarding, and steady-state operations
- Familiarity with automation, low-code tooling, generative AI/Agentic AI for ticket triage, knowledge management and operational automation
- People leadership: hiring, mentoring, capability development, and knowledge management (SOPs, runbooks, training materials)
- Stakeholder management and communications with product, L&D, global teams and client stakeholders
- Experience with capacity planning, headcount forecasting, budget oversight, and service level management
Cushman & Wakefield Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cushman & Wakefield and has not been reviewed or approved by Cushman & Wakefield.
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Retirement Support — A 401(k) with company match is consistently referenced as part of the package. Feedback suggests this provides a solid baseline for long‑term savings across many U.S. roles.
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Leave & Time Off Breadth — Paid time off and company holidays are regularly highlighted and described as a meaningful part of the offering. Feedback suggests time‑off benefits add tangible value alongside base pay.
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Parental & Family Support — Paid parental leave for primary and secondary caregivers, plus backup care and wellbeing resources, are described as available. These offerings indicate a supportive approach to family needs in many roles.
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The Company
What We Do
Cushman & Wakefield (NYSE: CWK) is a leading global real estate services firm that delivers exceptional value for real estate occupiers and owners. Cushman & Wakefield is among the largest real estate services firms with approximately 53,000 employees in 400 offices and 60 countries. In 2019, the firm had revenue of $8.8 billion across core services of property, facilities and project management, leasing, capital markets, valuation and other services.
