Senior Project Manager with focus on IT

GEOFFREY GOULD

*** ********* **** ● Grandview, Ohio 43212 ● ************@*****.*** ● 937-***-****

PROFESSIONAL PROFILE

Strategic and innovative leader with a strong track record of delivering industry-leading solutions to clients in the commercial real estate sector. Adept at client-facing engagements, with a focus on solutioning and aligning technology platforms to support complex program objectives. Proven ability to collaborate with C-suite executives and senior internal stakeholders to drive impactful outcomes.

Deep expertise in facilities management and asset planning, supported by hands-on experience with multiple CMMS platforms and commercial real estate systems. Demonstrates a strong commitment to customer success, ensuring sustained support and satisfaction through proactive engagement and operational excellence. Experienced in leading cross-functional teams and managing high-impact initiatives that enhance service delivery and operational efficiency.

RELEVANT EXPERIENCE

ServiceChannel

Senior Project Manager June 2021- November 2025

●Serve as the primary technical advisor for clients, providing expert insights and recommendations on technical strategies and solutions.

●Lead the design, implementation, and optimization of complex technical systems, ensuring alignment with client goals and industry best practices.

●Reviewed and submitted RFP responses, ensuring alignment with client requirements and internal capabilities; developed accurate cost estimates and project timelines to support competitive and compliant proposals.

●Managed and resolved customer escalations, serving as a key point of contact to address complex issues, restore client confidence, and ensure timely resolution aligned with service level expectations.

●Collaborate with cross-functional teams, including developers, business analysts, and project managers, to deliver high-quality solutions on time and within budget.

●Perform detailed assessments of client infrastructures and business needs to propose tailored solutions and strategies.

●Provide mentorship and guidance to junior consultants and technical team members, promoting knowledge sharing and career development.

●Oversee multiple client engagements concurrently, ensuring timely delivery, quality outcomes, and high levels of client satisfaction.

●Diagnose and resolve complex technical challenges, delivering prompt and effective support to meet client needs.

●Continuously monitor industry trends, emerging technologies, and best practices to enhance solution offerings and maintain competitive edge.

●Communicate technical insights, proposals, and solutions to clients through clear, compelling presentations tailored to diverse audiences.

●Develop and review comprehensive technical documentation, including system specifications, architectural designs, and implementation plans.

CBRE

Technical Program Manager Oct 2020 – June 2021

●Led a team of four as the primary point of contact for technology support for providers within the CBRE OnDemand network and for providers with direct client relationships.

●Oversaw the creation, curation, and continuous improvement of training content tailored to service provider needs and evolving client requirements.

●Directed the initial onboarding and technical enablement of providers transitioning into API-based integrations, ensuring alignment with platform standards and readiness.

●Managed the development and maintenance of API documentation to support provider adoption, usability, and integration consistency.

●Led a technical support team responsible for resolving provider escalations, collaborating cross-functionally with Digital and Technology partners to ensure timely and effective resolution.

●Partnered with legal and accounting departments to address and resolve complex provider issues, ensuring compliance and operational continuity.

●Owned and executed mass communications to the provider network, delivering fmPilot2 release notes and process changes with clarity and consistency.

Supply Chain Manager Sept 2019 – Oct 2020

●Oversaw approximately $75m in forecasted spend amongst 14 clients

●Establish a network of service providers to support the client needs

●Analyzes performance within a national portfolio of providers and works closely with client facing teams to determine who can best fit their needs

●Own relationship of service providers to clients; fields negative escalations or positive feedback to leadership of providers in matrix – weekly or scheduled calls on consistent basis, with leadership

●Provide coaching to the larger service providers to ensure we are driving CBRE FS metrics and meeting our company goals.

Account Manager: Facilities Management May 2016 – Sept 2019

●Led and developed a high-performing team of 8 Service Delivery Coordinators, enhancing operational support across multiple facilities portfolios.

●Streamlined service workflows across diverse platforms and client accounts, improving response times and reducing administrative overhead.

●Managed two major facilities accounts with a combined annual spend of approximately $11M, ensuring alignment with client expectations and budget targets.

●Facilitated seamless transitions of multiple accounts into Integrated Facilities Management (IFM) software, improving data visibility and operational control.

●Improved vendor performance through bi-weekly SLA reviews and coaching, resulting in measurable gains in service quality and compliance.

●Executed a rapid deployment of a $2M facilities account within 10 days, meeting all operational and client readiness milestones.

●Identified and implemented enhancements to work order processes based on client feedback, increasing workflow efficiency and user satisfaction.

Additional Technology Experience:

Experienced in leveraging a broad suite of enterprise technologies to streamline facilities management and financial operations. Proficient in using platforms like Salesforce for service tracking and client engagement, and Ariba, Coupa, Bill.com, and NetSuite for procurement, invoicing, and spend management. Skilled in navigating ERP systems including Oracle, PeopleSoft, and Medius to support budgeting, vendor payments, and reporting. Familiar with Plate IQ, Stampli, and Okta for invoice automation, workflow approvals, and secure access management. Additionally, adept at integrating identity and access controls through Microsoft Entra ID (Azure AD) to ensure compliance and operational continuity across facilities systems.

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