Responsible to develop and deliver against service improvement and end-user experience initiatives.  Develops and executes the organization’s continuous service improvement through the conception, design, operations, and retirement phases. Leverages skills in analytics platforms research and tools to deliver reliable service offerings and other capabilities associated with desktop, tablet, wearable and mobile infrastructure with a vision for simplicity, automation and self-empowerment functions..

CANDIDATE PROFILE

• 8+ years of direct experience in workplace and end user technology services including: 
• 8*+ years’ working with third party service suppliers and ITO organizations – should include financial, Service Level Agreements, and service definition functions 
• 5+ years’ service improvement experience in assessing overall service health and end user experience with large scale enterprise platforms such as BigFix, JAMF, AirWatch, Exchange, Active Directory, and Office 365 through tools such as Service Now, customer satisfaction surveys, and key performance indicators and baselines to continuously improve the state of the environment through iterative changes or recommendations 
• 5+ years’ experience using AGILE and waterfall methods to manage projects throughout the lifecycle of products and services 
• 5+ years’ experience managing and executing an ITIL centric continual service improvement program that includes defining, documenting and validating business requirements, performing data mining exercises with request and incident ticket information to identify trends and develop forecasts for improvements  
• 4 years’ experience with using Microsoft Office 365 collaboration suite and data analytics platforms such as Power BI and Tableau to develop and visualize data from a variety of sources 
• 4 years’ experience with design, preparation and delivery of facilitated workshops and meetings to internal and external business stakeholders to drive continuous improvement and deliver recommendations to C-Suite, Business Leaders, and Customers 
• 3+ years’ experience using design thinking and business process improvement methods to evaluate new products and services and provide recommendations to senior leaders to improve current state 
• 3+ years’ experience with using ITSM tools (such as ServiceNow) to understand service health through incidents, requests, and outages.  
• 3 years’ experience working with remote and offshore development and support teams 
• Undergraduate degree or equivalent work experience 

• Master’s degree in Computer Science, Information Technology Management, or an MBA or relevant work experience 
• Experience with quality assurance, risk management, and security considerations and their impact on the overall technology environment 
• Strong process management and problem resolution skills. 
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment. 
• Knowledge of the business environment, service requirements and hospitality culture. 
• Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations. 
• Demonstrates strong executive presence and strategic thinking skills

CORE WORK ACTIVITIES

• Accountable for providing day-to-day leadership and management of the Continual Service Improvement & End User Experience programs and managing the effective delivery of those services to the company. 
• Establish management level relationships and partners with all discipline teams to define systems engineering and cloud services. 
• Accountable for managing suppliers in ensuring they deliver quality services and meet all contractual obligations. 
• Foster an environment of continuous improvement and structured processes and procedures that support not only a zero-fault culture, but one that focuses on the "how" as much as the what. 

Continual Service Management 

• Responsible for the Continual Service Improvement (CSI) program aimed at optimizing all processes, procedures, and service performance to enable the consistent measurement of team and service effectiveness and efficiency 
• Manage and maintain dashboarding and analytics program designed to analyze service health of Global Workplace Services products throughout their lifecycle.  
• Identify what processes, procedures, and services are needed to analyze and articulating the associated service level agreements, key performance indicators, and critical success factors. 
• Work with greater team to develop and integrate the appropriate reporting and monitoring capabilities to establish a proactive support posture across all services. 
• Provide improvement suggestions arising from all parts of service conception, engineering, transition, and delivery. 
• Work with service managers to identify improvement opportunities, assess their impact, scope, and resource requirements, and prioritization of their implementation. 
• Continually measure the performance of all aspects of workplace and end user service/technologies and develop improvement recommendations to increase efficiency, effectiveness, and cost effectiveness. 
• Create and report on performance metrics for service delivery to identify areas requiring improvement 
• Monitor practices and processes to guide the implementation of compliance and improvement strategies 
• Identify the impact of new service launches, projects or technology changes to our customers 
• Assess and report on the potential impact of any new service integrations ensure a smooth transition into the operations environment including service retirement. 
• Define and document existing business processes and manage their continual improvement. 
• Facilitate workshops to gain buy in across the organization for business improvements 
• Identify interdependencies between departments and/or processes 
• Develop routines for documentation enhancements and review frequency 
• Maintain organizational focus on metrics that are both tangible and intangible to ensure a holistic approach is being applied to assessing end user experience and service improvement 
• Manage the balance between driving business value of continual service improvement and diminishing returns Service Improvement 
• Develop strategies for service improvement with specific focus on workplace and end user technologies/services and the associated processes, procedures, and governance. 
• Develop the appropriate strategies, processes, procedures, and governance for the standup and execution of a continuous service improvement program. 
• Able to clearly articulate complex technical matters into common language for non-technical individuals/teams. 
• Develop and continuously focus on service improvement initiatives for workplace and end user technologies/services. This includes assessing, analyzing, and providing recommendations for improvements across all activities from conception to retirement. 
• Ensure all service improvement initiatives are properly coordinated with the applicable stakeholders and quantifiable measures are in place to assess value 
• Provide a consistent and standardized means of determining the performance of service improvements in the context of likely impacts on the business outcomes, and on existing and proposed services and IT infrastructure. 
• Develop processes to share perspectives, ideas, experience, and information; to enable informed decisions; and to improve efficiency by reducing the need to rediscover knowledge. 

End User Experience 

• Manage and maintain an End User Experience Program that is focused on assessing and understanding user experience with workplace and end user services/technologies. 
• Develop strategies, processes, procedures, and governance for the standup and execution of reliable and actionable end user experience assessments. 
• Work with appropriate stakeholders in developing and executing surveys aimed at collecting reliable and actionable feedback from end users. 
• Develop and assess all data collection means to ensure the right data is being collected and there is minimal adverse impact to the users surveyed/interviewed. 
• Ensure all new and changed services meets end user expectations 

Develop feedback mechanisms for all stakeholders on the benefits, rationale, plans and effects of end user experience assessments