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Digital & Technology Operations Director

Salary
Competitive
Employment
Full Time
Real Estate Field
Location
Dallas
 TX
Postal Code
75201
Country
United States

This job is no longer active.

Description


Job Title: Operations Director, Digital & Technology

Job Code: 283003

Business Unit: Digital & Technology

Reports To: Vice President or Sr. D&T Vice President

Approved Date: Sep-2021

JOB SUMMARY

Directly oversees multiple teams of technology professionals and projects focusing on information systems activities, including design, development, and administration of applications or operation of voice, network, server and desktop environments. Provides leadership and direction to D&T and business units in developing and maintaining effective and efficient programs. Develops strategy and roadmaps for business applications and for all business applications support. Ensures that operational compliance is well managed and meets service-level standards. Serves as liaison to business units as needed. Participates in the sales pursuit process as needed.

You will create a Service Architecture & Transition capability to support product development team and projects ensure that Service Management and Delivery is embedded at every stage of the product lifecycle. You will also work closely with both internal and external technical teams to ensure the quality of the service being delivered meets the business needs.
• You are a key player in the senior leadership team ensuring that proactive service management capability is optimised in order to deliver efficient, high quality customer services.
• You drive the design and implementation of service management leadership to a large number of multi-disciplinary teams.
• Your responsibilities should include the need to develop new processes and standards for end-to-end service management including incident and problem resolution, reporting and telemetry, data quality and cataloguing.
• You will be instrumental in driving service management improvement and transformation across the function, applying modern standards and ways of working in order to deliver a best-in-class service (e.g. enabling the move to cloud based architecture).

ESSENTIAL DUTIES AND RESPONSIBILITIES

Maintains professional contacts with other organizations, research institutions, service providers, and software or equipment manufacturers concerning support and lifecycle management.

Directs the continuing review of present systems and methods, as well as the formulation of new and revised systems; determines appropriate changes to effect improvements, reduce costs, and enhance efficiency.

Plans, implements, and controls multiple digital & technology projects into service. Ensures that projects deliver products and change that it supportable within cost and time constraints. Reports project and service performance and status to upper management.

Involved in contract and pricing negotiations for new services and suppliers.

Works with the business and other technology partners to discuss and understand the service and operations implications of digital & technology initiatives for their department.

Keeps abreast of technological changes and innovations in the information systems field, particularly relating to service and operations .

Responsible for controls and governance of technology platform as well as ownership of policies and procedures and audit engagements required to deliver service and operations to the business.

Assists with sales pursuits as needed, to help pursuit teams understand technology offerings, options, and risks/costs.

Main responsibilities

Your Main Day-to-day Responsibilities Will Be
• Ensuring that the customer receives the highest level of service from internal teams and managed suppliers.
• Build a Service Management and Delivery Community from existing resources globally and recruiting additional resources as required.
• Ensure that Service Management Delivery sign off is embedded and enforced across the development lifecycle.
• Managing internal and external supplier performance in the interest of the customer.
• Using your experience of stakeholder management to effectively communicate and collaborate with non-technical and technical stakeholders, 3rd party and internal suppliers to ensure alignment.
• Identifying and leading initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing services.
• Reviewing supplier financial performance including invoice validation to identify cost reduction opportunities.
• Identifying, managing and escalating service risks appropriately.

Responsibilities

You will also be expected to carry out the following day-to-day activities:
• Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery.
• Working effectively with stakeholders at all levels both internally & externally, managing stakeholder expectations and showing flexibility to adapt in order to reach consensus.
• Building effective partnerships with peers across the technology organisation.
• Ensuring that all teams carry out processes to standards, ensuring that these are clearly documented during implementation.
• Representing customers in Service Readiness reviews and assessments.
• Promoting a culture of customer satisfaction.
• Mentoring more junior members of the Service Management community, and taking on line management responsibilities if required.
• Participating, contributing to and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.

Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Manages the planning, organization, and controls for a major functional area or department. May be responsible for a mix of direct and matrix reports. Approves subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action and termination. Effectively recommends same for direct reports to next level management for review and approval. Monitors appropriate staffing levels and reports on utilization and deployment of human resources. Leads and supports staff in areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising and rewarding performance and retention. Leads by example and models behaviors that are consistent with the company's values.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

Bachelor's degree (BA/BS) from four-year college or university and a minimum of eight to twelve years of related experience and/or training, including five years of experience at the management level.

CERTIFICATES and/or LICENSES

None

COMMUNICATION SKILLS

Ability to comprehend, analyze, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.

FINANCIAL KNOWLEDGE

Requires in-depth knowledge of financial terms and principles. Reviews complex financial/business analysis and reports prepared by subordinates. Ability to analyze the most complex business/financial data and develop innovative solutions. Develops and implements budgetary policies and procedures. Approves and oversees department budget.

REASONING ABILITY

Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company.

OTHER SKILLS and/or ABILITIES

You should be able to demonstrate the following in your application:
• Sound leadership and experience of giving direction on which tools or methods to use, and in meeting the needs of users across a variety of channels.
• A strong understanding and application of the most appropriate modern standards and practices including Agile and DevOps methods, across the service management function.
• The ability to determine the strategic vision and direction, positively influences key senior stakeholders to drive forward service transformation.
• Stay on top of industry best practice and cascades ways of working across teams and the wider communities making operations efficient.
• Understands organisational strategy and objectives, applies strategic thinking in how to provide the best service for the end user while leading and inspiring teams to deliver the strategic outcomes.
• You know how to get the best of underlying services and enhance capability in alignment with business goals utilising modern digital technologies.

You'll have a demonstrable passion for Service Management, with the following skills or strong experience in:
• Understanding Service Management and agile methodologies and models.
• Using your understanding of the different communication channels and formats to effectively engage with various audiences, adapting your approach where required.
• Understanding how your current work fits into broader business contexts and strategies so that deeper underlying problems and opportunities can be identified .
• Using commercial agreements to manage suppliers and ensure that we get the most out of the contract in order to deliver value.
• Ensuring actual costs of running a service are within budget, highlighting any financial risk due to overspend or opportunities due to underspend.

Required

Please see below for the relevant skills required for your role

Strategy and Architecture - Service Management and Delivery input is provided as required, building resource capability for use across GWS.
• Advice and Guidance
• Specialist Advice
• Business Strategy and Planning
• Financial Management
• Business Risk Management

Delivery and Operation
• Service Design
• Service Level Management

Relationships and Engagement
• Stakeholder Management
• Supplier Management
• Relationship Management

Desirable Criteria

Ideally you will also have the following skills or some experience in:
• Creating Service Management and Delivery Operating model
• Create and maintain the detailed Service Design process, supporting development and evolution of high-level Service Design process.
•• Working in a SIAM model.
• Working in an Agile project delivery environment.
• Driving continual service improvements through the measurement and challenge of services and processes, tools and capability.
• Developing SLAs and managing suppliers to SLAs where they are in place.
• Working independently and being self-motivated and organised.
• Leading and directing teams to enable the day-to-day delivery of products/services.
• Understanding of Lean, Agile and DevOps principles within a Product-centric delivery model.

Qualifications
• ITIL qualifications are desirable, not essential.
• Relevant academic and / or vocational qualifications.

SCOPE OF RESPONSIBILITY

Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve complex results. Responsible for setting project, department and/or division deadlines. Errors in judgment may cause long-term impact to line of business and/or overall company.

NOTE: An additional requirement for this role is the ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing.

Job Function


Not specified

 

Job Sector


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Experience


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This job is no longer active.

Dallas Full Time TX Digital & Technology Operations Director other