IT Global Client Systems Leader

  • San Francisco, CA
  • Full-time

Company Description

A global firm of consulting engineers, planners and consultants, providing engineering design, planning and project management services for civil, industrial and building projects. The firm is well respected by both clients and competitors for its professionalism, quality of work and integrity of operations.

Job Description

Summary: 

The Global Client Systems Leader’s role is to ensure that company develops and maximizes the business value of systems (including, but not exclusively, the Microsoft CRM system) that enable client relationships management and winning work. This will involve supervising and maintaining the configuration, update and support of the organization’s Client Systems software through best practices and management of client system specialists. This person will ensure Client Systems issues are analyzed and resolve in a timely and accurate fashion. The Global Client Systems Manager will also apply proven communication and problem-solving skills to guide and assist users groups and the appropriate Executive Committees on issues related to the design, development, deployment and adoption of client systems. They will develop a good understanding of company’s client related business processes and be an advocate for system improvements that enable front line staff to be more effective.

Job responsibilities include:

Strategy & Planning

  • Ensure that Client Systems applications develop in-line with the Strategic Systems Roadmap, meet corporate objectives and fulfill end-user requirements.
  • Works with regional user groups, business analysts and Marketing groups to identify and resolve business requirements issues in a timely and cost effective manner.
  • Work closely with the Enterprise Architect and other systems teams to shape Client System solutions that are in-line with application and data architectures.
  • Assist in the creation of long-term strategic goals for achieving and maintaining high data quality in conjunction with Client Systems users, department managers, clients, and other key stakeholders.
  • Develop, implement, and maintain policies, procedures, and associated plans for Client Systems software administration and appropriate use.

 

Business Analysis

  • Gather, analyze, and define end user requirements for Client Systems data access and usability in accordance with business objectives.
  • Work with the appropriate executive groups to assess potential solutions to requirements and provide estimates of effort and timing for their implementation.
  • Be the company expert on Client Systems, the business processes they support and their use across the organization.

 

Acquisition & Deployment

  • Be responsible for the evaluation, configuration, and deployment of Client Systems applications, systems software, and associated products throughout the enterprise.
  • Monitor and coordinate the progress of Client System projects, updates and releases.
  • Collaborate with analysts, developers, and system owners in the testing of new Client Systems programs and applications.
  • Ensure that any new software integration into company systems meets functional requirements, system compliance, and interface specifications.
  • Negotiate contracts and liaise with Client Systems software supplier for prompt rectification of any problems or emergencies.
  • Conduct research on new and emerging Client Systems technologies or technologies that can be leveraged through existing Client Systems investments.

 

Operational Management

  • Establish service level agreements with Client Systems users, and ensure on-call technical support is in place for these users.
  • Devise, coordinate, and conduct data-cleansing initiatives to purge and eliminate corrupt or redundant information from the Client Systems database.
  • Benchmark Client Systems initiatives against best practices to ensure optimal performance.
  • Investigate and fix fields that have become outdated due to new business/value rules, new processes, or redesigned data warehouses.
  • Formulate and conduct training sessions and teaching materials for propagating Client Systems knowledge throughout the organization.
  • Recommend, schedule, and perform software improvements, patches, upgrades, and/or purchases.
  • Manage all aspects of Client Systems team, including hiring, mentoring, disciplinary action, performance reviews, termination, and scheduling.
  • 5 years direct experience in all aspects of managing Client Systems applications.
  • University degree in IT, systems design or marketing
  • Track record of driving improved client relationships and sales using CRM systems.
  • Experience of managing CRM systems in a widely distributed, global organization.
  • Proven ability to deliver change in, and understand the sensitivities of, creative, design-led, professional services organizations.
  • Experience in overseeing the direction, development, and implementation of Client Systems software solutions.
  • Strong knowledge of Client Systems software quality assurance best practices and methodologies.
  • Strong knowledge of data management, including data capture, warehousing, segmentation, mining, storing, cleansing, and security.
  • Extensive experience with core software applications, including Microsoft CRM and SharePoint.
  • Working knowledge of current network hardware, protocols, and standards.
  • Project management skills and exposure to project-based work structures.
  • Knowledge of applicable data privacy practices and laws.
  • Experience of aligning systems strategy and development plans with organizational goals and objectives.
  • Good understanding of the typical business processes, challenges and opportunities that company will have in this area. 

Qualifications

Requirements:

  • 5 years direct experience in all aspects of managing Client Systems applications.
  • University degree in IT, systems design or marketing
  • Track record of driving improved client relationships and sales using CRM systems.
  • Experience of managing CRM systems in a widely distributed, global organization.
  • Proven ability to deliver change in, and understand the sensitivities of, creative, design-led, professional services organizations.
  • Experience in overseeing the direction, development, and implementation of Client Systems software solutions.
  • Strong knowledge of Client Systems software quality assurance best practices and methodologies.
  • Strong knowledge of data management, including data capture, warehousing, segmentation, mining, storing, cleansing, and security.
  • Extensive experience with core software applications, including Microsoft CRM and SharePoint.
  • Working knowledge of current network hardware, protocols, and standards.
  • Project management skills and exposure to project-based work structures.
  • Knowledge of applicable data privacy practices and laws.
  • Experience of aligning systems strategy and development plans with organizational goals and objectives.
  • Good understanding of the typical business processes, challenges and opportunities that company will have in this area.

 

Qualities:

  • Strong customer-service orientation.
  • Tenacious and determined to deliver attitude
  • Diplomatic, approachable and non-confrontational communication style with excellent listening skills
  • Analytical - ensuring decisions are made based on facts and not hearsay
  • Consultative, listening equally to the views of senior staff, peers and junior reports whilst building relationships at all levels
  • Reliable
  • Tough – when negotiating with suppliers
  • Conscientious – will go the extra mile to get the job done
  • Economical – careful not to waste time with lengthy communications and keen to ensure we are efficient in all that we buy, create and do
  • Enthusiastic – excited about technology, your projects and your team
  • Able to take sensible risks and fail quickly
  • Able to deliver result under pressure whilst managing ambiguity and competing priorities in a fast-paced environment
  • Excellent written and verbal communication skills with the ability to adjust your style and content to suit audiences from Board level to lay person, translating between technical and non-technical audiences as necessary
  • Ability to conduct research into application issues and products.
  • Highly self-motivated and directed, with keen attention to detail.
  • Committed to working in a team-oriented, collaborative environment.

 

 

 

 

 

Additional Information

Job Title:  IT Global Client Systems Leader

Industry:  Global Engineering & Consulting- Sustainable Buildings

Location:  San Francisco, CA

Terms:  full time (perm)