Chief Technology Officer Customer

Published
November 19, 2020
Location
Dallas, TX
Category
Job Type

Description

The CTO is the most senior technical customer focused role for GS CTIO.  The Customer CTO will look forward, define and drive the contribution that technology can make to GS’s customers’ objectives.  These roles will be responsible for £100m + revenue each through new business and securing re-signs.

Has responsibility for the COMPANY CTO assignments and technical leadership relationship with selected major global corporations on behalf of COMPANY Global Services.

The post holder will act as the key interface between the customer and the multi-disciplinary innovation delivery teams across COMPANY group responsible for key innovation deliverables.

The post holder will have a track record of designing and successfully delivering large and complex business change programmes and projects and have a strong understanding of clients strategy and business sectors and capable of being engaged across multiple sectors in a leadership, business development or expert role.

This role requires management and coaching of other client technology leads such as TSD’s working on accounts within the specified region, ensuring consistency and quality of delivery, alignment with GS CTIO strategy and dissemination of best practice across GS.

You'll have the following responsibilities

To operate as a trusted innovation advisor at board level across a range of major global companies on behalf of COMPANY

To lead and coordinate a direct/matrixed team to deliver the an Innovation programme for COMPANY.   

To work with client programme sponsors and business unit MDs to develop and manage the programme.  

Report progress against Innovation programme scorecard and deliverables for regional MD and COMPANY Innovate & Design management teams  

Work with specific COMPANY customer account teams to qualify accounts for inclusion in the programme     

Ensure the delivery of agreed innovation programmes to achieve full customer satisfaction and maximise value and learning for COMPANY

Act as a source of resolution of complex problems and negotiates strategic issues that affect the business internally and externally   

Provide and manage pre-bid support, coordinating COMPANY Innovate resources to provide innovation input to bids as appropriate and work to engage solutions design teams at the earliest opportunity.

To build strong relationships with key stakeholders in the COMPANY Lines of Business, to ensure innovation activities align with other customer initiatives and support COMPANYs product and service portfolio.       
 
Contribute to the collection, collation and review of unmet business needs and their appropriate dissemination and execution within COMPANY.     

Capable of speaking at external conferences or events on specific specialist topics.     

Has an extensive internal and external network of senior stakeholders

Develops new methodologies and new propositions themes for portfolio and platform community based on direct customer insights

Manages costs and ROI for CTO engagement. 

Lead on bringing technical innovation into COMPANY GS’s IT strategy Integrates IT Systems and Network platforms roadmaps to produce a technical roadmap for Global ServiEstablish and promote the vision for end user technologies in GS

Develop 2-5yr technology investment plan to support GS Customers strategy

Innovation/Voice of the customer capturing and defining the future needs of Global Services customers and best practice experience from outside COMPANY inc technology partners and peers

Shape the technical strategy for the bid team who support technical insight and pricing for Global Services bids 

Drive the multichannel customer experience strategy in line with Global Services customer service, revenue and cost transformation targets and promote continued investment and capability build

Technology policies for GS  e.g. standards, reuse, Digital guidelines, user experience standards, device and business/customer KPIs

Manage a virtual team that supports pre- sales bids by underpinning existing or new MNS contract revenue and margin by driving technical leadership required into bid support.

Create strong and sustainable relationships with GS’s customers and internal/external suppliers to ensure that the needs of GS and  our customers are being met by our technology strategy in both product and service capabilities

Resolve high levels of ambiguity when dealing with emerging business strategy within COMPANY and externally with GS customers

Build and maintain long term stakeholder support, with MDs, CEOs, Board, peer Directors and external equivalents

Present and write external reports, strategies and plans  

Present at external conferences     

Represent COMPANY GS on industry forums

Business Impact:

Operates at Board level and builds trusted strong and influential relationships at this level.

Is recognised the client and programme team as a sector or subject matter expert.  

Differentiate COMPANY in the eyes of COMPANY’s top corporate customers by demonstrating value-add from COMPANYs innovation capabilities in order to win new, or retain, high quality contracts.

Drive our customer’s success by applying COMPANY innovation to their challenge/opportunity areas, and ensuring consequential enhancement of the COMPANY brand.

Support bids for new business and resign to achieve a positive outcome for COMPANY by adding/developing bespoke technology roadmap input.

Drive innovation led up-sell in the accounts within region.

Influence COMPANYs research and product and portfolio requirements by providing ‘customer needs’ input.

Authority and Decision Making:  

Take budgetary decisions for programme investments and delivering the agreed return on that investment.

Takes budgetary decisions for  programme and agrees supporting resources from wider COMPANY team as required

Developing and delivering strategy for GMA innovation programmes to achieve complete customer satisfaction and a positive impact on COMPANYs business.

Skills

Proven track record in engaging with senior (CxO) level, COMPANY and customer representatives.

Experience/knowledge of the COMPANY Innovation capabilities and associate

Broad understanding of business operations and environments across a range of industry sectors. 

Strong technical understanding across a range of technologies to evaluate their potential use against customer need and opportunities

Qualifications

Usually qualified to degree

Has significant customer facing business experience from engineering to C-level

Has demonstrable ability to innovate in a business context

Experience in successfully delivering significant internal or external transformation and innovation programmes.

Broad business experience and acumen

Experience in consulting and workshop facilitation to derive customer requirements

Experienced in selling complex solutions in multiple customer verticals

Deeply experienced in COMPANY’s innovation and portfolio of services

Proven track record in engaging with senior (CxO) level, COMPANY and customer representatives.

Experience/knowledge of the COMPANY Innovation capabilities and associated eco-system

Engineer background

Strong technical understanding across a range of technologies to evaluate their potential use against customer need and opportunities 

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