Business Technology Solutions Manager

The Business Technology Solutions Manager is responsible for on going management of the cross service line technology solution, including facilities, projects, space/occupancy planning, energy, and business analytics technologies. The role is accountable for interfacing directly with the client and with multiple business units within BGIS, with BGIS Information Technology and client account to ensure that the technology solution meets contractual requirements and enables the successful delivery of BGIS services.  This includes client and BGIS end user support and administration as well as supporting new internal or client driven initiatives. The individual influences the activities of business and information technology individuals engaged in any IT related activities.  The individual works with various BGIS and client concerned parties to determine priorities, escalate issues or concerns, set expectations, and ensure resolution. 

Account Business Technology Management 

• Builds relationships with the multiple concerned parties within account, client and with BGIS w leads.

• Monthly and quarterly reporting of IT related metrics and KPI’s.

• Contributes to the prioritization of incoming work to ensure initiatives meet client requirements, in particular in understanding and documenting business needs.

• Monitors corporate IT’s efforts for special projects and initiatives in requirements gathering, approvals, solution creation phase through to the entire software development lifecycle for the account.

• Identifies IT system risks and client escalations and raises those risks to corporate IT for management through mitigation strategies, and plan or implement contingencies where necessary.

• Communicates initiative status and risks to internal and external concerned parties including account leadership and client. Reports on initiative progress against timelines and budgets.

• Develops and maintains relationships with operations and other BGIS teams to deliver quality and timely products.

• Supports customer-initiated Information Security Reviews and coordinates with corporate Information Security and other resources to obtain responses in a timely manner.

• Other duties as assigned.

Customer Relationship Management

• Communicates to the client on behalf of BGIS of the status of IT and BI dashboard initiatives.

  • Engages with the client and with BGIS IT and BI teams to ensure client requests are reasonable and actionable and that they are within the parameters of the contract.

• Represent the customer as a concerned party in discussions with BGIS corporate. The role must represent client needs and interests in planning and delivery communications, streamlining the process of project delivery and planning.

• Work with client to develop a roadmap of future client needs / initiatives. Ensure client roadmap coalesces and aligns with BGIS corporate direction and proper funding and approval is obtained where required.

BGIS Corporate Communication 

• Stay connected with and follow corporate processes for initiative sharing and prioritization:

  • Alignment meetings for awareness of ongoing corporate initiatives

    • Project Proposal Process for initiative submission

    • Change Advisory Board process for releases

  • Follow up on outstanding requests with BGIS Corporate as needed via BGIS Corporate processes.

Initiative Management & Coordination (Coordination for small projects and initiatives with client and BGIS corporate)

• Provide project management and project coordination for point in time initiatives to enhance / develop new projects with BGIS and client, including business intelligence dashboard maintenance and new development.

  • Drive initiatives & maintain schedule of key milestones and delivery dates.

  • Collaborate and oversee BGIS technical delivery teams to ensure BGIS can deliver on reasonable client expectation.

• Support BGIS ticket management and escalation as required.

  • Follow BGIS Corporate process similar to SIM role.

User Support, Training and System Administration

• Client and BGIS end user support (BGIS Assist and RealConnect).

  • System configuration, permission management, and release coordination with corporate BI and IT teams (RealConnect).

  • User administration and audit following corporate IT processes (RealConnect).

  • Development of account specific user guides, quick reference guides, training videos and other system training materials.

  • Client and BGIS user training (RealConnect).

  • Coordinate with client and BGIS IT teams as required for any client supported initiatives (i.e. on-site internet connectivity, client document repository, etc.)

Process Automation & Data Analytics

• Working with the account Governance lead and other account Team Leads to maintain and enhance the data quality plan and measure data quality through business intelligence dashboards and other means.

  • Ability to develop & manage customer user interfaces for applications with software tools such as: Microsoft Power Apps.

  • Ability to develop & manage automated workflows and integrating applications using software such as: Microsoft Power Automate.

  • Strong Data Analysis & Summarization capability (e.g. consolidating various sources of data and in tools such as MS Excel, Power BI, and presenting findings in a concise manner).

• University or college degree in a related discipline (Computer Science, Information Technology, Business Technology) or equivalent technical training (e.g. CBAP, PMP, LEAN Six Sigma).

• Minimum 5 years of relevant work experience.

• Skilled business management ability and business acumen.

• Skilled at influencing, persuading and negotiating with client representatives at the management level.

• Skilled at building and managing relationships with client representatives at management level.

• Exceptionally skilled at managing client expectations.

• Possesses a continuous improvement and quality mindset along with a desire to continuously seek and incorporate innovative practices and technologies in order to deliver value to the client.

• Computer proficiency in MS Office applications in particular – MS Project, MS Excel, MS Outlook, along with ability to quickly learn new applications.

• Experience in the Real Estate or Facilities Management domain is desirable. Proven expertise on all aspects of software development from business analysis, development, quality assurance, database architecture.

Licenses and/or Professional Accreditation

• None required.

This is a regular, full-time position with a salary range of $84,493 - $105,616 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.