As Business / Client Relationship Manager, you will represent both the Project Management Office and the Information Technology department as the Information Technology liaison with the firm's various business units. You will help to convey our technology vision to the rest of the company in order to help them take advantage of existing and evolving innovations. You will act as our eyes and ears in the business to ensure our capability and direction are being conveyed and understood as intended. You will assist the business in the preparation of new project requests, helping to convey the needs in language most understandable to technology professionals.

The Business / Client Engagement Manager works closely with, and supports the, Global Information Technology Team by taking responsibility for regionally based technology activities. This role will work closely with all Global IT Teams and, in particular, managers in the Global Technology team, to ensure the effective and efficient deployment of resources.

Key Responsibilities

• Ensuring regular communication with regional leadership (including COOs, functional Heads of) to communicate the team's achievements, upcoming priorities and challenges in order to escalate appropriately
• Dealing with issues escalated by the Regional Customer Support Manager, other Regional Functional leaders or the regional partnership
• Forecasting activities within region that could impact operations
• Gathering activities across the region that could impact, or require, different technology services (i.e. office moves or expansions, ingestion of new attorneys/teams)
• Ensure Global resource plans for regionally located team members are implemented and any changes to resourcing levels are proactively managed and addressed appropriately and in a timely manner
• Dealing with issues escalated by the Global Customer Support Manager, team leaders or the partnership
• Assisting with performance management, training and ongoing development of the team, improving technical and soft skills, ensuring that each individual has the correct skills and competencies to perform their role.
• Assisting and supporting all team members on achieving positive outcomes that can promote the department and influence key stakeholders.
• Ensuring that the team is following guidelines for escalation and delegation
• Develop and revise statements of work, which should include accurate time and cost estimates
• Analyze user requirements and usability metrics to ensure customer satisfaction
• In partnership with the global Project Management Office (PMO), oversees each regional project's life cycle from conception to completion, with an emphasis on technical soundness and resource efficiency
• Collaborate with our Global Project Management Office (PMO) design team to create accurate and detailed mockups for customer approval for projects occurring within region
• Meet with the business, as needed, to refine and evaluate requirements, strategy and content needs

Experience and Skills Required

• Strong leader with a proven ability to motivate teams and peers.
• Supports and contributes to the team's vision and the firm's vision.
• "Business like" technology ambassador who can balance client/customer needs with security measures required to protect Clyde & Co's data. Verbal/written skills are concise, specific and business-consumable.
• Proven experience working collaboratively across virtual and cross-functional teams in a matrixed organization.
• Results-oriented with a focus on identifying, and influencing critical partners, to address known risks.
• Demonstrates and coaches team members in a structured approach to planning, organising and prioritising own and others' work; able to set clear goals and targets for self and others.
• Keeps managers informed of work status and seeks clarification where appropriate; manages upwards appropriately.
• Respectful of different personalities, approaches, aspirations and ideas of colleagues and clients; engages and encourages alternative perspectives.
• Ability to manage:
  1. Complex relationships (indirect, senior leader, peer)
  2. Expectations (move faster, lower budget, deliver better results)
  3. Benchmarking to evolve methodology and standards
  4. Customer/client expectations against realities of balancing security risks versus needed investments

Education

Four-year university degree or college diploma in the field of computer science or complimentary technical degree.

Clyde & Co shifted to virtual work for the majority of our lawyers and business services team with the global outbreak of Covid-19. This precaution was taken to help protect our people, clients and communities. It is likely that this role will start virtually while the firm continues to evaluate the situation.

-Principals Only-

We offer a rewarding work environment that supports professional growth and opportunities. We value diversity in our work place and it is the policy of the Firm to recruit, hire, promote, reassign, compensate and train highly qualified persons without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin, age, disability or any other basis protected by applicable law.

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