Senior Director, Technology Account Management
 JLL | |
 United States, Illinois, Chicago | |
| 200 East Randolph Street (Show on map) | |
 Nov 15, 2024 | |
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Role Overview: The Delivery Manager is responsible for overseeing and driving delivery of technology, data solutions, and associated support services across a portfolio of customer account(s). The Delivery Manager is a leadership position within our Work Dynamics Technology Group and is aligned to our global Integrated Delivery Management (IDM) function. This role serves as the delivery excellence link between the customer, JLL Technologies, and JLL's Work Dynamics (WD) business stakeholders.
The Delivery Manager optimizes technology outcomes for our customers and helps grow JLL's direct technology and Work Dynamics businesses by: (i) orchestrating delivery efforts across all technologies in play on an account, (ii) leveraging the full capabilities of our global delivery execution teams, and (iii) coordinating all technology delivery engagements across the full account life cycle. The Delivery Manager realizes success by commanding multiple delivery engagement types, across a diverse ecosystem of technology solutions, in a complex global enterprise environment. The Delivery Manager exercises strong business and financial acumen as well as leveraging strong internal and external interpersonal relationships to achieve desired objectives. Ultimately, the Delivery Manager enables our customers and JLL's business to drive successful real estate business and technology outcomes through the holistic and effective delivery, use, and support of technology and data. Role Responsibilities: Manages overall service delivery and business success across a portfolio of customer accounts, growing the portfolio via the direct addition and expansion of accounts Accountable for overall technology delivery success by orchestrating delivery efforts across all technologies in play on assigned accounts, ensuring delivery performance is aligned with the contractual scope of services and service level agreements Accountable for resource management processes including resource forecasting, supply and demand management, commissioning and de-commissioning resources, and managing resource assignments Oversees performance of assigned direct and indirect technology resources to ensure that teams and individuals are meeting/exceeding delivery expectations, identifying and addressing any performance issues as needed with other direct managers and matrix managers Partners with direct sales, Client Growth, and Account Directors/Exec leaders to help identify, monitor, and advance opportunities for organic account growth, net new growth, and renewals Provides inputs and/or authors Statements of Work (SOW) and Scope of Services documents including staffing estimates, LOEs, skills, timelines, delivery models, pricing models/estimates Understands and navigates contracts (MSAs, PSAs, SOWs, subcontracts, etc.) to protect JLL's business interests and mitigate risk in delivery engagements Accountable for the timely transition of opportunities from the sales/solution phases into delivery/kickoff phases including the mobilization of all tech delivery resources Oversees project(s) performance during implementation/transition phases in coordination with the assigned Project Managers and Program Managers Oversees team performance during operational and support phases in coordination with the assigned Operations Managers and Support Managers Accountable for ensuring JLL's account management and delivery management governance processes, controls, and best practices are utilized on assigned customer accounts Accountable for financial targets (at the engagement- and account-level) including managing tech revenue, profitability, operational/staffing budgets, costs, accruals, forecasting, etc. Serves as an escalation point for delivery-related issues and risks, leading issue resolution and root cause analysis (RCA) efforts Works with JLL Work Dynamics Account Directors/Exec leaders to ensure on-account technology solutions enable JLL core business services and meet associated KPIs and SLAs Provide inputs to account planning processes ensuring that tech roadmaps, product plans, execution plans, and other delivery commitments are delivered according to account strategy Understand the commercial and financial models associated to JLL's direct technology business, productized services offerings, and WD tech-enablement, possessing the business and financial acumen to navigate and manage across multiple models Help balance, solution, and achieve "win-win" outcomes across varied internal and external stakeholder groups, even when individual incentives are not necessarily aligned Role Requirements: Accountable for the performance and results of a team, with work primarily achieved through others and a % of performance measured by results of the team Identifies and resolves technical, operational, and organizational problems and adapts plans and priorities to address resource and operational challenges Provides technical guidance to employees, colleagues and/or customers At senior levels, the Delivery Manager may manage professional employees with accountability for setting direction, deploying resources, leading pay performance, goal setting and development discussions (including hiring/firing authority) Provides functional leadership both through direct reports and indirect reports Requires in-depth understanding of different systems, theories, and practices across varied technology delivery engagements with basic knowledge of other disciplines (business, financials, pre-sales/sales, people management, etc.) Applies a strong understanding of the industry and how own team, multiple teams, or practice area contributes to the achievement of objectives Guides, influences, and persuades others either internally in other areas or externally with customers or partners Education Credentials: Requires a bachelor's degree in addition to 5-years+ broad range of business and technical delivery experience MBA or similar post-graduate studies are beneficial, not required Experience with SDLC, Agile, ITSM, and/or ITIL industry best practices and methodologies Intimately familiar with the world of corporate real estate (CRE) including portfolio and facilities management functions, businesses, processes, stakeholders, markets, etc. Understands real estate technology market: PropTech, IWMS, Smart Buildings, IoT, etc. Cultural sensitivity as well as demonstrated diversity and inclusion training | |