Manager - Digital Workplace Services

General Electric   •  

Ontario, CA

Industry: Manufacturing

  •  

8 - 10 years

Posted 50 days ago

Role Summary: The Manager – Digital Workplace Services will innovate what and how we deliver services to the customers at the GE Digital managed sites that you are responsible for. This role will plan and execute on prioritized initiatives for Digital Technology infrastructure, technical services and customer support. Essential Responsibilities:

Your success will be measured by the outcomes delivered at each site within your district as well as the needs of our customers being met. You will challenge legacy thinking about how customers interact with customer service and serve as a liaison with the SubRegion leader to make sure the voice of the customer is being heard. This will require frequent touch points with on-site customers.

In this role:

  • The District Partner is responsible for managing the customer relationship, setting clear expectations, championing IT strategy and promoting the value of IT towards the business.
  • For each customer area, the District Partner should ensure that IT prioritizes requests, commits to deliveries and delivers according to commitments.
  • Act as the single point of contact for IT customers across the assigned region, including escalations.
  • Problem solver with the ability to guide customers with product training, knowledge sharing and passion on infrastructure and the customers technology tools
  • Work with business IT and shared service team to lead site specific IT projects
  • Ability to solve or engage others to help find a solution for day-to-day IT issues
  • Inspire support team members to get to the best answer to help customers get their jobs completed
  • Ability to assist businesses to build IT infrastructure projects from discovery, design and implementation phases.
  • Drive Global initiatives with team to improve User experience/ IT Simplification for end users.
  • Identify, plan and implement where you see opportunities for local improvement of the IT and customer service processes.
  • Provide intimate knowledge of the sites requirements to collaborate on infrastructure capacity planning for your DT supported sites
  • Resource planning, capacity planning for onsite support technicians where applicable Qualifications/Requirements:

    Basic Qualifications:

  • Bachelor's Degree in Information Technology, Computer Science, or related field with a minimum of 5 years of IT experience OR at least 8 years equivalent IT experience.
  • 3+ years exceptional project management skills/organizational skills, including demonstrated ability to effectively manage resources and multiple IT projects of various diverse scopes
  • 3+years’experience in ITinfrastructure,network, or end user services

    Eligibility Requirements:

  • Legal authorization to work in Canada is required.
  • Must be willing to travel.
  • Must be willing to work out of an office located in one of the following, Burnaby, BC or Markham, ON or Mississauga, ON or Brossard, QC Desired Characteristics:

    Black Belt Certification / Demonstrated experience with Lean initiatives

  • DTLP graduate
  • ITIL management process knowledge, experience and / or certification
  • Fastworks/Agile Experience
  • Project Management (PMP) certification

    Business Acumen:

  • Business acumen & successful track record in aligning with business partners
  • Significant experience as a change agent with demonstrated ability to drive results
  • Experience working in a global organization
  • Experience leading project teams, driving engagement, influencing, and working seamlessly across multiple functions in a matrix type setting

    Leadership:

  • Ability to influence others and lead small teams
  • Lead initiatives of moderate scope and impact
  • Excellent interpersonal, written / verbal communication, and leadership skills with the ability to quickly build credibility, influence and make recommendations to all levels
  • Ability to work in a dynamic, fast paced environment
  • Ability to work with limited direction
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