6 days old

Manager IT - Support & Service

Honeywell
Atlanta, GA 30303

Join a team recognized for leadership, innovation and diversity

The future is what you make it.

\rWhen you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who\rmake the things that make the future.

\rThat means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe and even\rmaking it possible to breathe on Mars.

\rWorking at Honeywell isn€™t just about developing cool things. That€™s why all of our employees enjoy access to dynamic\rcareer opportunities across different fields and industries.

\rAre you ready to help us make the future?\r

This role is responsible for managing HBT Customer Support and Service platforms and programs for Honeywell€™s CX organization. This role contributes to cross functional teams to both complete projects, execute CX transformation and rollout strategies at the HBT level. Responsible for providing leadership for technologies such as Account Management, Tech Publications, Case Management, Knowledge Center, CRM Service, Customer Learning Management, Business Chat, and Field Services etc. Responsibility also includes working closely with offshore / outsourced resources for applications development, Rollout, support, and optimization

KEY RESPONSIBILITIES

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  • Solution, Service delivery & Program Management
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  • Define and manage program scope, align with overall business priorities, and total business requirements
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  • Review the strategy of the CX Functions (Support and Services) as well as how well people are performing with that strategy
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  • Manage ITPPM (IT Project Portfolio Management) for all senior management approved project under Customer Support and Service portfolio.
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  • Support the CX functional teams and Product owners (Support and Services) in the identification and delivery of business benefits through IT and business transformational projects
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  • Oversee the specific projects in addition to overarching needs of the organization
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  • Handle & control the resources needed to complete a project with strong cooperation & communication amongst service delivery leads for timely completion of any open project
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  • Serve as the primary contact & key escalation point for operational issues as well as providing technical expertise to resolve cross functional issues
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  • Handle client€™s (internal customers €“ Product Owners and CX Teams) escalation to resolve their concerns / and addressing them (customer advocacy) from other departments for a smooth ride for customer€™s diverse issues
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  • Recognize & implement the consistent operational best practices across multiple sites.
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  • Provide coaching & development opportunities to the team and participate in individual on-going training
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  • Coordinate with Center IT and Business team for streamlining processes to align with Global Design Model (GDM).
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  • Manage and drive execution of the program activities, from project initiation to post-go-live and project closure. Manage the tollgate process
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  • Provide leadership, direction, and project management for IT investments to ensure successful delivery and operations.
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  • Ensure IT systems and applications meet the requirements of the businesses and their processes.
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  • Partner with project delivery teams to ensure adherence to common process and definition of new processes.
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  • Conduct formal customer reviews during project execution and project completion coupled with ongoing support/optimization reviews to confirm satisfaction and ongoing ROI growth.
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  • Provide leadership and subject matter expertise in the evaluation, design, planning and deployment of emerging solutions to drive exceptional experiences and increased productivity and growth.
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  • Ensure IT systems and applications meet the businesses requirements and their processes.
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  • Provide leadership and subject matter expertise in the evaluation, design, planning and deployment of emerging solutions to drive exceptional experiences and increased productivity and growth.
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  • Platform Strategy and Feature Roadmap Management
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  • Creation, business alignment and delivery of the global roadmaps for the enterprise.
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  • Provide inputs to Strategic Plan (STRAP) and Annual Operating Plan (AOP) in support of strategies and objectives.
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  • Integrate SBG-specific business processes related to Global Design Model including AEM, Technical Publication, Field Services, Business Chat etc.
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  • Partner with IT Business Partners, Business Associates throughout Honeywell, and other solutionists to identify & document functional and business requirements and target emerging solutions.
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  • Drive exceptional Honeywell User Experience (HUE) and ensure consistent experience across platforms and channels (internal or external).
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  • Ensure that the appropriate application of HUE tools/concepts including but not limited to wireframes, prototypes, stakeholder mapping, touch point analysis, and / or journey mapping to deliver exceptional experiences on all products, systems, and services
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  • Ensure alignment and support of all critical systems relative to security and data privacy policies and standards inclusive of accessibility, vulnerability, and website inventory management.
  • \r\t\r\t\r\t\r\t\r\t\r\t\r\t\r\t\r\t\r\t\r\t\r

Summary of Key Responsibilities:

  • Develop IT strategy and vision
  • Align IT roadmap to meet goals
  • Set IT priorities
  • Make IT investment decisions
  • Ensure compliance/cyber safety
  • Manage to IT Annual Operating Plans
  • Lead Management Operating System
  • Provide IT updates
  • Educate business on technology
  • Manage IT professionals

YOU MUST HAVE

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  • Bachelor€™s degree in information technology, Computer Science, Software Engineering
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  • 3+ years leadership role and people manager role experience
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  • 5+ years of experience in leading CX Support and Service portfolio and Other SAP modules from IT side
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  • 10+ years of experience managing IT Programs, Projects
  • \r

WE VALUE

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  • Experience implementing AEM, Field Services, Customer Learning/Training Management, Business Chat etc.
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  • Proficiency with Adobe Experience Manager and/or Portals
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  • Proven people skills, working successfully in matrix team environment across multiple functions and geographies
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  • Exceptional consultative, project management, problem solving and multi-tasking abilities
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  • Excellent verbal and written communication skills, and ability to communicate across borders.
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  • Ability to collaborate with internal technical teams and business teams: Marketing, Customer Support and service
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  • Experience in leading and managing people
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  • Experience or certification in SAFe (Scaled Agile Framework) or similar methodologies
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  • Ability to set priorities and remain flexible in a changing environment.
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  • Ability to make the complex simple and speak/write clearly and succinctly.
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  • Ability to use judgment and logic to understand a problem or situation and assess carefully before acting
  • \r

Additional Information

  • JOB ID: HRD162976
  • Category: Information Technology
  • Location: 715 Peachtree Street, N.E.,Atlanta,Georgia,30308,United States

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

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Posted: 2022-05-13 Expires: 2022-06-12

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Manager IT - Support & Service

Honeywell
Atlanta, GA 30303

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