1+ months
2018-05-022018-07-01

Manager Maintenance & Technical Support

BP
Naperville, IL

Role synopsis


The Site Technical Support Operations Manager owns the delivery of support for our retail fuelling sites. This is accomplished by meeting the prescribed service levels and delivery on projects related to the Technical Team. The technical support team operates 24x7x365 and this position will lead a team of 4 team leaders with approximately 40 indirect reports. This role is focused on the strategic direction and operational optimization through process efficiencies, employee coaching and development, as well as by driving continuous improvement. The Site Technical Support Operations Manager must take ownership and respond to escalated customer issues both internally and externally. This role reports into the Director, Customer Service Order to Cash.

This position will have decision making authority for managing a team, operations budget as well as coaching and mentoring individuals within that team. This position functions in a fast paced, dynamic environment, regularly interacting with business management, financial team members and other internal/external partners across the organization. This role has overall ownership for the execution of performance for the Site Technical Support team. This individual interfaces with business partners, leadership, peers and cross functional teams on a daily basis.


Key accountabilities


Own customer and business partner relationships by providing routine and monthly reviews with team updates, status of projects, trends and analysis of telephony/ticket data and chronic site issues which provided insights to metrics as they relate to service levels, targets and goals.

Establish and maintain ways of working with vendors, third parties and other internal teams to enable end to end service delivery, operational excellence, trust and confidence in support of sites and consumers as well as across the organization.

Establish, forecast and manage annual operations budget for the Site Technical Support Teams.

Establishes proper courses of action to ensure tasks and performance are proactively managed against expectations, completed efficiently and within proper time limits.

Sets high standards of performance for self; prioritizes with real-time requirements, assumes responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Set and manage the technical team priorities, goals and performance, to deliver operational excellence against established metrics.

Support a strong safety culture and is responsible, authorized and obligated to report any health, safety, security, environmental or compliance issue.

Act as change management champion; coach and influence the team through transformational shifts.

Use individual cost to serve data to improve team performance, uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.

Identify, lead, assist and/or implement key projects and continues improvement initiatives to support changes in business needs, reduce areas with high risk impacts, enhance processes and policies while promoting principles of standardization and simplification.

Maintains stable performance under pressure, experiencing major changes or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.

Provide strategic for standardization and enhanced tool/reporting functionality across teams to upskill employee competences and abilities and improve coaching opportunities.

Find innovative ways to share learnings from organizational trends and industry best practices.

Possesses, acquires, and maintains technical and professional expertise required to perform the functions of the role efficiently and effectively.


Essential Education


Business-related Bachelors degree


Essential experience and job requirements


Minimum 5 years of experience leading medium to large customer facing team or back office activities
Strong experience in coaching and leading high performing teams
Reputation of working effectively across diverse teams and operations
Experience creating and managing annual spending/budgets
Experience of working in a high paced customer focused business to business environment


Other Requirements (e.g. Travel, Location)


Ability to work in the Naperville, IL office location. No relocation assistance will be provided.


Desirable criteria & qualifications


Excellent communication and influencing skills at all levels of the organization
Sound experience of managing people managers or a larger team
Strong experience with exposure and involvement in understanding, interpreting and monitoring key financial & operational performance indicators for a business
Relevant knowledge and understanding of MTS function within GBS
Experience with shared service environment & metrics
High Level of IT proficiency
Ability to work effectively in ambiguous situations


Relocation available


No


Travel required


Negligible travel


Is this a part time position?


No


About BP


Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future. Global Business Services (GBS) is BPs shared services organisation. GBS add value by standardising and modernising business activities, whilst maintaining a robust control environment and driving operational excellence. There are five GBS Centres globally, situated in Europe, Africa, Asia, America and ANZ and Central Teams across all locations as well as the UK and Houston. BP has established a Global Business Services in the Chicago area which provides Finance, Customer Service and Operational Procurement services to businesses across the Americas. This GBS is part of an integrated network of Global Business Services to support strategic performance unit operations globally, providing cost optimization and process standardization, through global delivery capabilities and enabling technologies. GBS is a dynamic, performance-driven organization that deeply values its customers and its people, and seeks continuous improvement in all it does. All roles in BP Global Business Services offer some form of agile working to enable you to integrate your work and personal commitments. Talk to us about what agile working could look like for you.


Segment


Corporate & Functions


Closing Date


26-Jun-2018



Disclaimer


If you are selected for a position in the United States, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and alcohol screening/medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process. The drug screen requires a hair test for which BP must be able to obtain a sufficient hair sample for analysis (~4 cm/1 scalp, or > 2 cm/ body arms & armpits/legs/chest).

BP is an equal employment opportunity and affirmative action employer. View our policy statement.

If you are a US-based applicant or you are applying to a position in the US and you are an individual with disability or a disabled veteran, and would like any type of assistance to apply or to access or to attend any recruitment or selection event, system or process, we would like to help you to ensure that your application process goes as smoothly as possible. If you need assistance, information, or answers to your questions, feel free to contact us or have any of your representatives contact us at BP US Application Assistance BPUSApplicationAssis@bp.com,Telephone: 281.366.1999.

Read the Equal Employment Opportunity is the Law poster for more information about Equal Employment Opportunities. (Spanish version)

EOE/Minorities/Females/Vet/Disabled.

Eligibility Requirements


If you are applying for a position in the United States, you must be at least 18 years of age.
Legally authorized to work in the United States; and not require sponsorship for employment visa status (e.g., TN, H1B status), now or in the future.



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Manager Maintenance & Technical Support

BP
Naperville, IL

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