Lead Better Support Experiences Ready to take the next step into Service Delivery? This mid-career role brings together global service desk delivery, employee experience, supplier performance, analytics, knowledge management, and AI automation.
You will serve as a key operational lead connecting Textron's enterprise IT teams with service desk managers, team leads, support agents, and service providers around the world. You will guide priorities, manage escalations, maintain the knowledge bases, influence performance, and improve support across voice, live chat, virtual agents and self-service. The role may lead work through vendors and cross-functional teams and is well suited to someone preparing for people management.
You will own a practical improvement roadmap for AI bots, Knowledge management, workflows, and automation that reduces avoidable demand, improves ticket quality, and increases first-contact and self-service resolution. You will set priorities, coordinate pilots, establish success measures, and promote responsible use of AI while ensuring effective human oversight and escalation.
Textron operates four regional service desk locations through a global service provider. Together, they support employees through multiple channels and handle approximately 5,500 contacts each month.
What You'll Do - Lead day-to-day service delivery coordination across regional service desks, enterprise IT teams, and service providers.
- Build trusted relationships with service desk managers, team leads, agents, business stakeholders, and technical service owners.
- Lead operational and governance reviews; set agendas, communicate decisions, assign actions, and drive timely closure.
- Own escalations involving service quality, recurring issues, user experience, or supplier delivery and coordinate resolution across accountable teams.
- Monitor SLAs, KPIs, channel adoption, backlog, first-contact resolution, customer feedback, and automation outcomes; turn trends into action plans.
- Create and maintain a prioritized improvement roadmap spanning service processes, knowledge, self-service, AI agents, and workflow automation.
- Lead the design, testing, rollout, and ongoing optimization of virtual agents and AI-assisted support for common requests and incidents.
- Review bot and agent interactions and guide improvements to intents, prompts, routing, guardrails, knowledge sources, and escalation paths.
- Coordinate knowledge governance and ensure support content is clear, searchable, current, and reusable by users, service desk agents, bots, and AI agents.
- Coach team leads and analysts on service management practices, data-driven improvement, executive communication, and responsible automation.
- Support Shift Left initiatives by moving proven solutions closer to users and front-line teams while monitoring quality and operational risk.
- Provide concise performance updates, recommendations, and business cases to technical teams, IT leaders, and executives.
- Partner with SIAM, ServiceNow, knowledge, major incident, problem management, security, privacy, and infrastructure teams to deliver governed change.
This role provides a direct path into service delivery management, service ownership, automation leadership, product ownership, or broader IT operations leadership. Success requires the ability to lead through influence, coach others, make sound operational decisions, and translate service data into measurable business outcomes.
How the Role Partners - The SIAM team owns enterprise service management processes, SLAs, and governance; this role represents service desk operations, provides performance insight, and drives coordinated improvement.
- The ServiceNow team owns platform administration and integrations; this role defines operational needs, prioritizes use cases, supports user acceptance testing, and helps validate business outcomes.
- Knowledge owners approve and maintain their content; this role leads review cycles and helps optimize content for users, support agents, bots, and AI agents.
- Service providers manage their personnel and daily execution; this role holds providers accountable for agreed outcomes and facilitates corrective action when performance falls short.
- Automation and AI-agent changes follow established security, privacy, testing, approval, and change-control requirements, with clear human oversight.
What You Bring/Change to Position Requirements ? - A bachelor's degree in information technology, information systems, business, data, communications, or a related field; equivalent training and relevant experience will also be considered.
- 4+ years of experience in IT support, service desk operations, IT service management, customer support, supplier management, analytics, or process improvement.
- Working knowledge of incident, request, problem, change, knowledge, service level, and continual improvement practices. ITIL Foundation or comparable service management training is preferred.
- Strong written, verbal, and facilitation skills, including the ability to influence vendors, technical teams, business partners, and leaders without direct authority.
- Sound judgment when managing escalations, user data, responsible AI, operational risk, and competing priorities.
- Flexibility to support global teams, occasional off-hours activities, and limited travel when needed.
Preferred Experience- Experience leading workstreams, coordinating cross-functional teams, mentoring colleagues, serving as an escalation point, or acting in a team lead or supervisory capacity.
- Practical experience with chatbots, virtual agents, generative AI, workflow automation, low-code tools, scripting, analytics, or data visualization.
- Experience establishing performance measures, analyzing trends, presenting recommendations, and driving corrective or improvement plans.
Leadership Skills That Help You Succeed - Customer-first leadership and the ability to balance user experience, service performance, cost, risk, and team capacity.
- Ownership mindset with the confidence to set priorities, make decisions, resolve ambiguity, and follow through on commitments.
- Ability to coach and develop others through clear expectations, constructive feedback, recognition, and knowledge sharing.
- Strong analytical thinking and the ability to connect operational metrics with root causes, business impact, and improvement opportunities.
- Comfort guiding approved bots, agents, prompts, workflows, and low-code automation while maintaining governance and a human-in-the-loop model.
- Ability to build a business case, lead a pilot, manage stakeholders, evaluate results, and scale successful changes.
- Confident facilitation and executive-ready communication with front-line teams, service providers, technical owners, and senior leaders.
- Adaptability in a fast-changing technology environment and a commitment to responsible, secure, accessible, and inclusive support experiences.
