Senior IT Customer Support Spc.

Job 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 3 rd 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 3 rd 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

About Us

Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.