Job Title
Client Technology Manager
Job Description Summary
C&W's Client Technology Manager will lead the Global Technology & Data Solutions organization which is a team dedicated to IT consultants, project managers and business analysts that support our client technology solutions through best-in-class software systems utilizing a service delivery model to deliver value within a clear, consistent and measurable framework. Additionally, we provide assessment, technology roadmap, transition and integration services as well as a continuous improvement-based support model to ensure an ongoing technology investment for the duration of our client relationships.
In support of Global Occupier Services, our team provides business development support including solution definition, pricing, technology demonstration and delivery for Strategy and Portfolio Administration Services, Transaction & Project Management Transaction, Facilities (IFM), Space & Occupancy, and Financial Management.
Job Description

The role of TDS Technology Solutions Manager includes the following key responsibilities:

Solution Development for Clients utilizing existing Client infrastructure and software as well as the application of new software technologies and systems integration (as required) to support service delivery and enhance the Corporate Real Estate (CRE) platform

• Preparation of architectural and data flow diagrams to support the client solution, as required
• Validation with internal Network and Engineering resources, Security & Compliance for any new software, integration or configuration requiring change management
• Assistance in the preparation of RFP response materials, as required
• Working with the business development point of contact, preparation of transition plans & activities
• Preparation of resource requirements, roles & responsibilities for C&W IT, C&W Service Line & Client organizations
• Validation and finalize account requirements and costs for transition and ongoing support for new clients, as well as working with the overall Transition & Account leads prior to execution of the client transition.

Solution Implementation Management & Consulting activities to ensure successful client delivery including:

• Consulting on best practices related to client configuration of business rules and data modelling
• Implementation of business aligned service line framework, processes and procedures, reporting and analytics to support successful delivery
• Facilitate user review and acceptance of application configuration and performance
• Provide training and implementation user support during delivery activities
• Provide guidance and consulting for security modelling and compliance

Provide Portfolio and Project Management activities of client implementation projects including the following

Contract Management, including preparation of contractual deliverables for technology, key terms, securing IT executive, legal & security input and approvals

SOW development and approvals tracking

Scope, Schedule, Resource Plans and Budget Management

Ongoing management including maintaining accurate client records with weekly status reports and updates

Vendor management including coordination of system and reporting development oversight and delivery, budget and invoice management

Provide project management oversight and delegation of all BA support analyst activities including migration of data, integration and report development

Project closeout activities and transition to Production support

Escalations as necessary to ensure sponsorship and support of "at risk" projects

Maintain competency in GOS Technology client applications for consulting, implementation and demonstration capabilities

Contribute to the GOS Technology team knowledgebase with best practices, lessons learned, concept and solutions documents

Ability to leverage client applications for demonstration, data modelling and process development with the client implementation team

Provide product roadmap input for improvement of the alignment of the client applications to the business service delivery both current and future.

Team Leadership activities to include participation in the following:

Weekly Business Development discussions to support the BD process and understanding and preparing for maturing accounts

Provide training to new team members, Business Analysts ongoing

Managing product knowledge base for implementation and delivery

Mentoring of team members wishing to move into a Technology Solutions role

Providing Portfolio and Project updates in the Weekly Service Delivery meeting

Presenting and participating in monthly metrics reviews

Primary Duties

This position has matrixed responsibility through portfolio and projects, mentoring of developing BA and DM resources but no direct reports.

Primary duties include:

• 50-70% Solution Management activities for vendor, client and team resources (which includes travel)
• 10-20% Team activities and knowledge / content development.
• 10-20% Initiative projects participation, platform improvement.

Guidance will include weekly / bi-weekly one-on-one meetings with your direct supervisor, team monthly and quarterly meetings with GOS Technology leadership. Additionally, Tier 1 projects are supported by Project Managers (PJM), in which the Delivery Manager (DM) reports to the PM. All project materials by 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.

Knowledge & Skills:

Software use or management knowledge required in one or more of the following Commercial Real Estate and/or IWMS software technologies:

Portfolio Administration

Lease Harbor, Tririga, CoStar, ProLease, Lucernix, Qube

Transaction / Project Management

Expesite, Project Mates, CoStar, Primavera, Tango Analytics, CMiC

Facilities CMMS

360Facility, Corrigo, Angus Anywhere, Maximo

Space & Occupancy CAD / CAFM

Tririga, Archibus, FM: Systems, Manhattan / Centerstone, Serraview, Qube

Business Intelligence / Analytics

Tableau, Qlikview, Power BI

Technical and Functional Requirements

Technical fluency required with the following:

• Microsoft Office / 365, including Project, Visio and SharePoint
• Project Management Methodologies
• IT Infrastructure Library (ITIL) Foundations / Software Development Lifecycle Management (SDLC)
• Knowledge of Network & Telecommunications Management
• Must be able to use laptop, Mobile Device and wireless technologies

Specific Credentials or Work Experience Requirements

• BA or MA in Business Administration, IT, MIS Planning and Development or related degrees
• Project Management, ITIL or SDLC. 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. PM in order 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)

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 determining 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.

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.