United Technologies Corporation Service Operations Manager in Charlotte, North Carolina

Job ID: 70630BR

City: Charlotte

State: North Carolina

Country: United States

Category: Information Technology

Job Type: Full Time

Description:

When the global aerospace community looks for ideas and solutions to its biggest challenges, they turn to the people of UTC Aerospace Systems. We design, invent and deliver the most advanced and diverse range of aerospace systems on the market. We are inventors. We are manufacturers. We work in space exploration, commercial air travel, defense and rescue applications. Always learning and pushing the boundaries, we are an undisputed industry leader that continually sets the bar higher and higher. Come soar with us!

Get onboard the UTC Aerospace Operations and Supply Chain team and play a part in managing our innovative products from inception to delivery. Operations and Supply Chain employees have the opportunity to network across our businesses and functions, all while improving the productivity, quality and efficiency of our operations worldwide.

Do you want to be part of a new, exciting initiative to combine foundational IT with new digital technologies? Our IT team is leading UTC Aerospace Systems to “empower digITal”. With this initiative, the team is leveraging technology to make our internal work environment more efficient, productive and seamless. For our customers, we’re working to make aircraft more electric, intelligent and integrated. If you’re an agile thinker who enjoys utilizing modern technology to make big improvements, then you’re a perfect fit for this team. Join UTC Aerospace Systems and help us to empower digITal today!

The Service Operations Manager would support 40,000 end users at UTC Aerospace Systems. This role will manage the performance of the service management operational teams and ensure that service levels are achieved. Responsible for ensuring the operational staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. The successful candidate will continue to enhance and develop our customized solution whilst planning for our future Service Management state and forming an overall Service Management Strategy. The Service Management Office is expected to work closely with other members of the management team, business teams, and vendors to ensure the effective execution of the ITIL Processes with UTC Aerospace. This role manages all aspects of the DT Service Management program, including developing and executing on the program roadmap, working with process owners and service providers to identify and manage Continuous Improvement projects and maturing the overall service delivery capability. This role also oversees projects and initiatives that are part of the ITSM program.

Primary Responsibilities

  • Responsible for the performance of Service Operational Teams & support to clients and to ensure that service levels are achieved. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements

  • Train, coach and mentor Digital Technology Team members in regard to career development. Oversee staff activities. Builds and obtains training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers

  • Oversee 100% of the requests and incidents. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.

  • Provide data and reporting of KPI’s and trends to DT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Now the single source of truth and service delivery channel for DT.

  • Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer DT support in the organization. Advise management on situations that may require additional client support or escalation. Also responsible for staffing capacity planning, strategy, and roadmap.

  • Manage process for communicating to the business along with PO review and approval/budgeting responsibility • Review survey feedback to improve services, tools and support experience

  • Complete special projects as assigned by the infrastructure team managers

Qualification:

Basic Qualifications

  • The candidate must possess excellent written & verbal communication skills and be able to effectively communicate technical actions to a non-technical audience.

  • Experience or coursework with infrastructure and applications is highly desirable. Candidate must be experienced and comfortable working with Microsoft Office products, especially Excel and Powerpoint.

  • Above all, the successful candidate will be energetic, have an excellent work ethic, and possess a desire & ability to quickly learn and apply new concepts.

Required Experience/Skills:

  • Proficient managing, querying, and reporting in ServiceNow

  • Ability to work in a large and matrixed corporate environment

  • 7+ years of Information Technology experience

  • Exceptional interpersonal and leadership skills - servant leadership, collaboration, facilitation, and negotiation

  • Ability to work with, and influence, all levels of management

  • Knowledge of ITIL, Service Operations Management, Service Desk Management and Field Service Management

  • Knowledge of Digital Technology Governance and Operations

  • Communication skills, both written and spoken

  • Project and program management planning and organizational skills

  • Customer service oriented

  • Time management and prioritization

Preferred Experience/Skills:

  • Experience with manufacturing and distribution companies

  • Success Criteria

  • Standardize all Infrastructure Delivery Metrics and Reporting including but not limited to Service Now Dashboards, Executive Reviews, and Standard Monthly and Quarterly Reporting

  • Deliver 80% Adoption of Service Now Integrated Tools with a 50% reduction in time to resolve Incidents

  • Increase Customer Satisfaction to 6%

  • Workflows delivered within all agreed SLA and OLA measurements within first year

At this time, UTC Aerospace Systems will not sponsor a new applicant for employment authorization for this position.

Education:

  • Bachelor’s degree from an accredited school in the area of computer science, information technology, business administration, or related field is required.

Nothing matters more to UTC Aerospace Systems than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.

UTAS4220183

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Qualification:

Basic Qualifications

  • The candidate must possess excellent written & verbal communication skills and be able to effectively communicate technical actions to a non-technical audience.

  • Experience or coursework with infrastructure and applications is highly desirable. Candidate must be experienced and comfortable working with Microsoft Office products, especially Excel and Powerpoint.

  • Above all, the successful candidate will be energetic, have an excellent work ethic, and possess a desire & ability to quickly learn and apply new concepts.

Required Experience/Skills:

  • Proficient managing, querying, and reporting in ServiceNow

  • Ability to work in a large and matrixed corporate environment

  • 7+ years of Information Technology experience

  • Exceptional interpersonal and leadership skills - servant leadership, collaboration, facilitation, and negotiation

  • Ability to work with, and influence, all levels of management

  • Knowledge of ITIL, Service Operations Management, Service Desk Management and Field Service Management

  • Knowledge of Digital Technology Governance and Operations

  • Communication skills, both written and spoken

  • Project and program management planning and organizational skills

  • Customer service oriented

  • Time management and prioritization

Preferred Experience/Skills:

  • Experience with manufacturing and distribution companies

  • Success Criteria

  • Standardize all Infrastructure Delivery Metrics and Reporting including but not limited to Service Now Dashboards, Executive Reviews, and Standard Monthly and Quarterly Reporting

  • Deliver 80% Adoption of Service Now Integrated Tools with a 50% reduction in time to resolve Incidents

  • Increase Customer Satisfaction to 6%

  • Workflows delivered within all agreed SLA and OLA measurements within first year

At this time, UTC Aerospace Systems will not sponsor a new applicant for employment authorization for this position.

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.