Job Description SummaryAs a Sr Staff Regional Support Leader, EMEA for the GE Aerospace Digital Workplace team, you will be responsible for working closely with the broader Digital Workplace organization to support the running and operationalization of key enabling tools that allow employees to engage with internal IT in a seamless, contemporary, and modern way. This is individual contributor role, working under the leadership of our Sr Director of End User Support. You will support remote end user support strategy for your geography focused on customer engagement, bringing experience in all aspects of Service Desk Services, self-help capability, proactive support, and key stakeholder engagement.Job Description
Essential Responsibilities:
- Work closely with the Digital Workplace Product and Global Support teams to build a customer-focused, regionalized end-to-end Service Desk experience to support GE Aerospace in EMEA
- Drive and manage the Level 1 and 2 support processes and procedures within region, ensuring robust escalation processes from Level 1 to further support levels.
- Support GE Aerospace’s Knowledge Management strategy, ensuring local needs and regulations are taken into consideration
- Manage and track all operational success processes for the EMEA region, providing feedback as required
- Manage, track, and own improvement plans for end user support Key Performance Indicators for the region, determined through well documented SLAs and XLAs to measure and track operational performance
- Evaluate local performance of support teams and propose remediation and improvement plans for increased levels of user and employee satisfaction
- Partner closely with local onsite support teams to ensure global processes and standards and adhered to across the company, resulting in a better overall end-to-end support experience
- Develop strong, meaningful relationships with key stakeholders across GE Aerospace, ensuring their needs from a product support perspective and managed and met
- Introduce operating rhythms to manage and track performance and service health
- Act as a key focal for the Digital Workplace group, driving customer loyalty and improving brand reputation
- Manage, lead, coach, and grow a team of domain experts across the various functions
Basic Qualifications:
- Bachelor’s degree from accredited university or college with minimum of 5 years of professional experience OR Associates degree with minimum of 8 years of professional experience OR High School Diploma with minimum of 10 years of professional experience
- Minimum 5 years of professional experience in Digital Technology domain working with a support team in a matrix, high-complex organization
- Note: Military experience is equivalent to professional experience
Desired Characteristics:
Technical Expertise:
- Demonstrated experience working directly in a customer service or delivering technical Service Desk services.
- Experience implementing and adhering to ITIL and ITSM standards, including Incident and Problem Management frameworks.
- Demonstrated experience of different knowledge management technologies and frameworks
- Understanding of appropriate reporting frameworks for managing and tracking Key Performance Indicators
- Understanding of different Chat Bot, Virtual Assistant, and Automation Frameworks.
- Ability to evaluate processes to drive operational enhancements, mapping business best practices and trends to internal vision and strategy.
- Able to balance value propositions for competing stakeholders and develop recommendations that meet all needs
- Participates with business leaders and subject matter authorities in defining strategies and courses of action that will impact the enterprise
- Challenges conventional thinking and traditional ways of operating and invites stakeholders to identify issues and opportunities
- Takes a holistic perspective. Envisions, compares, and contrasts multiple potential strategic consequences of actions. Empathizes with and can articulate multiple points of view
Flexible Working
GE supports and encourages flexible working arrangements, where possible, and recognises the benefits to employees of having a positive work-life balance.
Total Reward
At GE Aviation we understand the importance of Total Reward. Our flexible benefits plan, called FlexChoice, gives you freedom, choice and flexibility in the way you receive your benefits, as well as giving you the opportunity to make savings where possible.
As a new joiner to GE we are pleased to be able to offer you the following as default in your benefit fund, which you then can tailor to meet your individual needs;
- Performance based annual bonus
- Non-contributory Pension
- Life Assurance
- Group income protection
- Private medical cover
- Holiday Hourly equivalent of 26 days, with flexible option to buy or sell
UK Security Clearance
UK Security Clearance (SC) is required and must be maintained for this role. Candidates who do not meet the minimum requirements for UK Security Clearance are not eligible for this role on grounds of national security. If UK Security Clearance is not obtained, any offer of employment may be withdrawn on grounds of national security.
Right to Work
Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, under the applicable UK immigration rules as may be in place from time to time, it may be that candidates who do not currently have the right to work in the UK may not be appointed to a post if a suitably qualified, experienced and skilled candidate who does not require sponsorship is available to take up the post. For further information please visit the UK Visas and Immigration website.
Additional Information
Relocation Assistance Provided: No
