Technology Program Coordinator
2 weeks ago
JLL supports the Whole You, personally and professionally.
Role Overview
The Program Coorindator is responsible for overseeing and driving delivery of technology, data solutions, and associated support services across a portfolio of customer account(s). The Program Coorindator 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 Program Coorindator 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, (iii) coordinating all technology delivery engagements across the full account life cycle, and (iv) leading in optimizing end-to-end facility management (FM) processes by leveraging technology.
The Program Coorindator realizes success by commanding multiple delivery engagement types, across a diverse ecosystem of technology solutions, in a complex global enterprise environment. The Program Coorindator exercises strong business and financial acumen as well as leveraging strong internal and external interpersonal relationships to achieve desired objectives. Ultimately, the Program Coorindator 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 the portfolio of Client account
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 (can be direct amd/or indirect staffing) 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
**Account Specific Requirements**:
Leveraging broader JLL Technologies expertise and research, be accountable for bringing thought leadership on technology innovation and digital transformation to Client team and Account team
Lead process optimization and
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