Sr IT Customer Support Spc.

Description

This role will support the Workplace Support Service IT team to drive consistent IT service delivery and supplier performance. You will be required to lead & participate in onsite face-to-face or virtual engagement with key stakeholders functional peers and IT business partners and be able to provide oversight and management of our critical IT services using consistent standards management operating system (MOS) and utilizing industry and Honeywell best practices. This position will also play an important role to support design development and deployments to advance key transformation-based programs projects system upgrades for continued business growth across all of our core IT support & services.

Responsibilities

Key Responsibilities:

• Lead development deployment and on-going management of IT Support model for end employees across IT Infrastructure & Services. Provide Customer-centric IT services to end employees.
• Lead to deliver a robust governance structure develop & follow robust MOS to ensure delivery of qualitative IT Support & Services to end employees.
• Collaborate with the IT Service Owner Cross-functional teams to drive and lead IT Projects & Assignments to enable business productivity. Develop & follow a robust MOS to drive business results.
• Drive effective engagement & communication with IT Service Owners IT Business Partners Cross-functional Leads Business & Site leadership ensure operational objectives are delivered qualitatively.
• Develop deploy & follow a rigorous policy & procedure framework to maintain & manage IT Compliance across IT Infrastructure IT Business Continuity & Disaster Recovery.
• Define Deploy procedural framework with the supplier management governance processes. Align with the contractual commitments with IT suppliers and encourage appropriate innovative solutioning. Lead and manage the supplier-based SLAs OLAs SLOs as per the standard work defined by proactively monitoring the customer escalations customer satisfaction and feedback to drive improvements in user experience and reduce user effort to obtain IT services.
• Develop team resources with exceptional & expertise talent having global mindset by taking ownership and leaning in to support standardization and service improvement.
• Work collaboratively across Digital IT Service Owners Subject Experts as well as 3rd suppliers in the planning and execution for other core services including but not limited to: Cyber Safety Audit & Compliance merger and acquisitions Cross-Functional IT alignment etc.
• Be a role model for the Honeywell code of conduct the Honeywell behaviors and be proactive in building one Honeywell IT culture
• Business travel: 10 - 20% of time

Qualifications

YOU MUST HAVE

• 5 years of Site IT Support Customer facing IT experience with increasing technical and operational responsibilities.
• Strong experience in Site based IT Support & Services IT Infrastructure IT Business Partnering and Cross IT Collaboration.
• Strong experience working with 3rd partner managed IT Support & Services
• Experience working in large enterprise IT environment supporting the design development and deployment of large enterprise IT projects.
• Preferably working experience front facing customer delivering Site IT Support & Services to end employees.

• Excellent Communication Skills experienced in clear & concise communications among key stakeholders.

WE VALUE

• Bachelor degree in technical or business
• Ability to listen and to communicate effectively in proactive manner at all levels of the organization
• Ability to work under pressure with a strong business acumen and customer centric focus
• Excellent Interpersonal and communication Skills
• Ability to function in a collaborative environment with business clients
• Ability to take proactive steps in managing problems
• Facts oriented approach problem-solving mentality critical thinker
• Solid understanding of infrastructure and business support related experience in Honeywell is a plus
• Excellent Communication Skills: ability to influence internal / external customers suppliers and team members to drive best outcome for Honeywell with the ability to deliver complex information to diverse audiences
• Ability to provide clear and concise reporting
• A high degree of knowledge and experience supporting critical IT service and support at very large sites (>1000 people) or environments including deemed as business critical
• Knowledge of security concepts standards and processes
• Certifications like ITIL CCNA Microsoft Six Sigma is a plus

Required Experience:

Senior IC

Employment Type : Full-Time
Experience: years
Vacancy: 1