Technology Manager - Onsite Services
Position Summary The Technology Manager Onsite Services works directly with the Head of Employee Experience for North America. The Technology Manager is accountable for workplace information technology service management (ITSM) and the digital employee experience relevant to the use of technology by Schneider Electric employees in North America (USA, Canada, and Mexico). The successful candidate will oversee a team of technology experts who work on premises at some of our premier locations. This group is customer-facing and responds to employee requests, deliver resolutions, support critical projects, and advise on selecting technology devices and tools for business use. The Technology Manager is expected to model professionalism and leadership and establish strategic direction in IT (Information Technology) operations, planning, and enterprise service management solutions. Essential Roles & Responsibilities Information Technology Service Management (ITSM) Deliver a Best in Class digital employee experience Manage gaps, deficiencies and handoffs between tech partner team and service desk Serve as point of escalation to deliver seamless cross-platform end-to-end service Execute root cause analysis of recurring and critical technology breakdowns Identify service gap opportunities and propose meaningful solutions Ensure OLA (Operational Level Agreement) and SLA (Service Level Agreement)) are met Define and measure delivered service relative to employee satisfaction scores Focus on process improvement and optimization in the realm of ITSM through effective use of ITIL methodologies, best practice, and industry standards Lead the organization in the adoption of ITSM and AV solutions, service procedures, and technology improvements Facilitate special projects to ensure successful delivery of Workplace Services operations Create strategic roadmaps, prioritize team priorities, and define resource requirements for current and future needs of ITSM Champion digital transformation to promote innovation, automation, and effectiveness in delivering ITSM onsite services to the organization Assess the technology needs and scope of support for distributed teams/employees who reside in hybrid and virtual locations. Team Branding, KPI and Communications Develop a team statement that defines a purpose, provides identification, highlights value delivered, bolsters alignment, and inspires Create storytelling KPI's that deliver an impact to leadership and stakeholders and that motivate the onsite services team Coordinate and develop Workplace Services Educational Series to be used for lunch & learns, open lines, new hire orientations, and employee knowledge transfer Develop communications to aid in the awareness and adoption of ITSM procedures and processes Ensure global standards, documentation, and processes for Workplace Services (hardware, escalation, procurement, asset management, etc.) are created, deployed, and current Develop job aides for supported sites to guide employees in use of onsite services Recruit and coach team members to effectively retain talent and cultivate an advanced pool of IT professionals Relationship Management Liaise with key stakeholders in the GSC (Global Supply Chain), Schneider Digital, and other LOB (Line of Business) to prepare for requested project support and asset delivery Collaborate with cross-functional support teams to ensure seamless workplace service delivery Drive partnership with key business stakeholders to fulfill optimal support needs Establish a consistent cadence with executive leaders, key stakeholders, and direct reports from all supported sites in North America under your designation Gather business requirements and formulate delivery solutions Formulate performance agreements, mentor, coach and provide consistent feedback to direct reports to facilitate career growth and development Create individual and staff targets to outline success Manage compliance with corporate policies (legal, privacy, security, HR (Human Resource), etc.) and software certification procedures Represent Workplace Services in response to internal and external audits Manage employee feedback and define resolution path Bolster customer service attitude that establishes team behaviors that go above and beyond Qualifications & Experience Education, Certifications, Training Bachelor's degree in information technology, computer science, management information systems, business administration, or STEM related field 10
years in overall IT experience 5
years in team management experience in the delivery of end user services and ITSM tools and technologies 5
years in O365 tools especially Excel, PowerPoint, Outlook, Teams, SharePoint/OneDrive Ability to manage cross-functional, physically distributed, and virtual teams Strong interpersonal skills that demonstrate ability to communicate, educate and influence various levels of the organization, including business partners, key stakeholders, and leaders Effective time management skills with ability to prioritize, coordinate, delegate, and ensure follow-through on commitments Reliable, punctual, confident, detailed and results oriented Active listening skills with an intelligence to observe, understand, clarify, summarize, and share information Strong collaboration and influencing skills and the ability to persuade and build consensus as an evangelist in a team-oriented fashion ITIL certification(s) preferred PMP (Project Management Professional) certification preferred Agile Fundamentals preferred Lean Six sigma certification preferred Primary Location:
US-Tennessee-Franklin Schedule:
Full-time Unposting Date:
Jun 30, 2022, 9:
29:
00 PM
Salary Range:
$200K -- $250K
Minimum Qualification
Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
years in overall IT experience 5
years in team management experience in the delivery of end user services and ITSM tools and technologies 5
years in O365 tools especially Excel, PowerPoint, Outlook, Teams, SharePoint/OneDrive Ability to manage cross-functional, physically distributed, and virtual teams Strong interpersonal skills that demonstrate ability to communicate, educate and influence various levels of the organization, including business partners, key stakeholders, and leaders Effective time management skills with ability to prioritize, coordinate, delegate, and ensure follow-through on commitments Reliable, punctual, confident, detailed and results oriented Active listening skills with an intelligence to observe, understand, clarify, summarize, and share information Strong collaboration and influencing skills and the ability to persuade and build consensus as an evangelist in a team-oriented fashion ITIL certification(s) preferred PMP (Project Management Professional) certification preferred Agile Fundamentals preferred Lean Six sigma certification preferred Primary Location:
US-Tennessee-Franklin Schedule:
Full-time Unposting Date:
Jun 30, 2022, 9:
29:
00 PM
Salary Range:
$200K -- $250K
Minimum Qualification
Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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