Head of Service Delivery- Technology

The Service Delivery Leader will lead and oversee the service delivery function within our Corporate Advisory and Solutions team, with a strong emphasis on leveraging technology and data analytics to enhance client service delivery. This role is crucial in ensuring that all services are delivered efficiently, effectively, and in alignment with both client expectations and corporate standards. The ideal candidate will have extensive experience in corporate real estate services, with a deep understanding of technology tools, business analytics, and service delivery processes that drive operational excellence and client satisfaction.

Key Responsibilities:

1. Technology & Analytics Integration:
   • Oversee the implementation and management of technology tools and platforms that support service delivery, including business analytics, project management software, and other real estate technologies.
   • Ensure that data analytics are leveraged to drive informed decision-making, optimize service delivery, and provide actionable insights to clients.
   • Collaborate with IT and business analytics teams to ensure seamless integration of new technologies and continuous improvement of existing systems.
2. Service Delivery & Performance Monitoring:
   • Standardize CAS service delivery processes and tools, ensuring that account teams have access to tools that allow them to deliver services on time, within budget, and to the highest quality standards.
   • Provide leadership across the CAS platform to ensure integration of service delivery across CMMS (work-order system), and other CRE capabilities/tools.
   • Utilize technology and analytics to monitor and improve service level agreements (SLAs) and key performance indicators (KPIs).
   • Drive innovation in service delivery through the adoption of cutting-edge tools and methodologies.
3. Account Team Support:
   • Proactively address client account teams' concerns and issues, using technology to resolve challenges.
4. Business Development & Transition Support:
   • Work closely with the business development team to identify opportunities for expanding services, particularly through technology-driven initiatives.
   • Define standardized process for new account onboarding transitions and guide.
5. Process Improvement:
   • Continuously assess and improve service delivery processes by implementing and leveraging technology solutions to enhance efficiency, reduce costs, and improve client satisfaction.
   • Monitor industry trends and best practices in real estate technology and service delivery, ensuring that the organization remains at the forefront of innovation.
6. Financial Management:
   • Develop and manage the service delivery budget, ensuring that resources, particularly technology investments, are allocated effectively and that financial targets are met.
   • Monitor and report on financial performance, identifying areas for cost savings and revenue growth through technology optimizations.
7. Compliance & Risk Management:
   • Ensure that all service delivery activities, including technology implementations, are conducted in compliance with company policies, industry regulations, and legal requirements.
   • Identify and mitigate risks associated with service delivery and technology integration, implementing appropriate controls and contingency plans.
8. Leadership & Management:
   • Lead, mentor, and develop a team of service delivery professionals, including business analytics teams and technology specialists, fostering a culture of continuous improvement, innovation, and high performance.
   • Collaborate with Center of Excellence leaders and other senior leaders to set strategic objectives, particularly in the integration and utilization of technology, and ensure alignment with the overall goals of the corporate real estate services division.
   • Develop and implement service delivery policies, procedures, and best practices with a focus on technology-driven solutions to enhance service quality and efficiency.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field; advanced degree preferred.
• 10+ years of experience in technology leadership roles, preferably within corporate real estate, facilities management, or a related industry.
• Proven experience in developing and managing technology platforms, BI solutions, and program management functions.
• Strong knowledge of real estate management software, enterprise systems, and emerging technologies relevant to corporate real estate.
• Expertise in data analytics, BI tools (e.g., Power BI, Tableau), and dashboard development.
• Strong understanding of program and project management methodologies (e.g., Agile, Scrum, PMP certification is a plus).
• Excellent leadership, communication, and interpersonal skills, with the ability to influence and collaborate with cross-functional teams.
• Strategic thinker with a strong business acumen and the ability to align technology initiatives with organizational goals.

Preferred Skills:

• Experience with AI and machine learning technologies in real estate or facilities management.
• Knowledge of cybersecurity best practices and data privacy regulations.
• Experience in change management and driving digital transformation initiatives.

This position is a hybrid position.