Director, Technology Account Management

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Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Role Overview

The Technology Account Director is responsible for overseeing and driving delivery of technology, data solutions, and associated support services across a portfolio of customer account(s). The Technology Account Director is a leadership position within our Work Dynamics Technology Group and is aligned to our global REMS Technology function. This role serves as the delivery excellence link between the customer, JLL REMS Technologies, and JLL’s Work Dynamics (WD) business stakeholders.

The Technology Account Director 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 Technology Account Director realizes success by commanding multiple delivery engagement types, across a diverse ecosystem of technology solutions, in a complex global enterprise environment. The Technology Account Director exercises strong business and financial acumen as well as leveraging strong internal and external interpersonal relationships to achieve desired objectives. Ultimately, the Technology Account Director 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

• 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  

Qualifications

Ideal candidate should have demonstrated the following competencies:

• 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

• 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

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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