Provide global leadership of our shared field services teams to develop the annual budget, gross profit & OPEX targets and overall corporate financial metrics. Direct and coordinate operations to meet or exceed performance metrics in quality, delivery, cost and profit, productivity, and continuous improvement. Also assist in providing, as required, P&L forecasts to ensure visibility to financial expectations. Lead the shared field services team to surpass customer satisfaction and internal and external SLAs through the implementation of metrics to ensure daily operations meet all requirements in a predictable and repeatable manner and provide growth and return to company stakeholders. Drive the team to work collaboratively across all levels and departments of the organization and ensures a seamless transition of work activities to execute operations functions.
Primary Roles & Responsibilities:
Provide leadership and attainment of performance metrics for service and delivery for field services globally.
Direct, implement and continuously improve operational strategies, business plans, goals, core competencies and processes for field services to support overall company objectives.
Develop annual budget, OPEX, gross profit targets and financial metrics in partnership with senior leadership that aligns to market costs for competitive services. Lead field services organization in the achievement of all financial targets.
Develop forward thinking labor sourcing strategies for global field services that align with business direction and demand planning.
Manage demand planning for global field services requirements.
Foster and ensure collaborative working relationships within GSI operations and across all levels and departments of the organization to execute operations functions and company priorities.
Collaboration with GSI procurement on sub contract labor strategies for continued efficiencies and cost improvements.
Enhance a strong service-oriented environment for both internal and external customers, focused on problem prediction, detection, and resolution. Lead field services to surpass customer satisfaction and achieve internal and external SLAs.
Performance management of team including hiring, coaching, performance feedback and reviews, terminations, rewards determination, training, and development.
Lead succession planning by identifying, acquiring, developing, and promoting high potential talent and ensuring operations management is doing the same.
Oversee union negotiations and understand the collective bargaining agreements as applicable.
Achieve performance targets established by leadership for applicable Key Performance Indicators.
Perform other duties as assigned by management.
Knowledge, Skills, Abilities
Business Acumen - Interprets situations and events from a business standpoint in order to make decisions that are consistent and congruent with the organizations strategic direction and goals. Demonstrates the ability to use technology to enhance decision making, and provide cost-effective organizational and management tools. Aligns policies for a consistent and united business approach. Increases cooperation and communications between departments.
Customer Focus - Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one's own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.
Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision making during crises.
Leadership Communication - Energizes people by painting a clear picture of the mission and vision for the company or organizational unit. Passionately communicates the company's strategy, goals, and objectives. Encourages open communication across the organization. Creates a culture that makes people valued and respected. Able to tell a compelling story about the company's history and future. Provides visibility to critical information and inspires people to action. Communicates major trends in the business; people, strategies, markets, organizational change, products, customers, etc. Squelches rumors by providing accurate and timely information. Fosters a culture of compliance and ethical business practices.
Manages Organizational Change - Facilitates change in the workplace and understands how change affects employees. Effectively manages change within the organization. Facilitates improved communication across the organization. Demonstrates knowledge of how the organization's operating environment affects a business. Constantly initiates and manages change to ensure the organization maintains a competitive edge. Understands the drivers of change in today's marketplace. Identifies trends in industry that can be used to improve current work or organizational performance. Manages conflict effectively within an organization. Creates organizational and tactical plans for managing change initiatives.
Education / Experience Requirements
Bachelor's Degree in Business, Operations Management or related field, or equivalent, relevant experience; Master's Degree preferred.
Minimum of 7 years with increasing Operations Management responsibilities of product and service delivery within the technology services industry. Leadership experience with field service delivery/deployment functions preferred.
Excellent leadership and management skills with ability to influence and inspire action through strong decision-making skills coupled with ability to engage, motivate, evaluate and mentor team members to achieve results.
Proven ability to effectively lead change within an organization, understands how change affects employees and utilizes strategies to reduce risk to the organization.
Demonstrated success in identifying and synthesizing internal and external customer needs into a concise, clear and influential presentation. Must be able to teach others how to do so as well.
Ability to work effectively across many internal functional groups to optimize product & service offerings, create a seamless internal and external customer experience and resolve issues.
Demonstrated success in identifying talent and building individual and management capability; proven track record of building successful organizations. Experience with succession planning, career pathing and strategic workforce planning, a plus.
Strong experience handling employee issues and making sound judgment decisions in this area.
Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, workforce management and cloud based technology systems.
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