Job Description SummaryAs a Director of End User Support, EMEA for the GE Aerospace Digital Workplace team, you will be responsible for working closely with the broader Digital Workplace organization to support the running and operationalization of key enabling tools that allow employees to engage with internal IT in a seamless,
contemporary, and modern way. Working under the leadership of our Customer Success Leader, you will own and drive a strategy focused on customer engagement and support, bringing experience in all aspects of product operations, from foundational Level 1 Helpdesk Services and self-help capability through to proactive support and key stakeholder engagementJob Description
Essential Responsibilities:
Work closely with the Digital Workplace Product and Global Support teams to develop a customer-focused, regionalized strategy to implement an end-to-end Service Desk experience to support GE Aerospace in EMEA
Own all Level 1.5 and 2 support processes and procedures within region, ensuring robust escalation processes from Level 1, along with tight alignment for further escalations to Level 3+ support teams
Support GE Aerospace’s Knowledge Management strategy, focused on introducing the right tools and procedures to provide easily accessible self-service support to employees and ensuring local needs and regulations are taken into consideration
Own all globally defined operational success processes for the EMEA region, providing feedback as required
Support the evaluation and deployment for proactive health and sentiment-score monitoring platforms to provide both preventative measures along with better visibility into the performance of critical products
Define and own all end user support Key Performance Indicators for the region, determined through well documented SLAs and XLAs to measure and track operational performance
Partner with regional teams to determine appropriate approach to leveraging Chat Bot and Virtual Assistant technology to drive further self-service support improvements across the organization
Partner closely with local onsite support teams to ensure global processes and standards and adhered to across the company, resulting in a better overall end-to-end support experience
Develop strong, meaningful relationships with key stakeholders across GE Aerospace, ensuring their needs from a product support perspective and managed and met
Introduce operating rhythms to manage and track performance and service health
Act as a key focal for the Digital Workplace group, driving customer loyalty and improving brand reputation
Manage, lead, coach, and grow a team of domain experts across the various functions
Bachelor’s Degree
A high level of professional experience in the Digital Technology domain
A good exposure to professional experience working with and managing a support team in a matrix, high-complex organization
Desired Characteristics:
Demonstrated experience working directly in a customer service or supporting setting
Experience running a complex, regional-wide operations team
Experience implementing and adhering to ITIL and ITSM standards, including Incident and Problem Management frame works
Demonstrated experience of different knowledge management technologies and frameworks
Understanding of appropriate reporting frameworks for managing and tracking Key Performance Indicators
Understanding of different Chat Bot, Virtual Assistant, and Automation Frameworks in a plus
Understands the value of changes and is willing to pivot direction to embrace different ways of working
Able to balance value propositions for competing stakeholders and develop recommendations that meet all needs
Recommends allocation of resources, both internal and external, to meet initiatives critical to business/mission success. Develops the business case for approval where needed
Provides leadership and platform/domain guidance and mentors others through expert knowledge and experience
Defines skills and competencies needed by the broader team aligned to growth opportunities
Influences through others such as experts or other third parties
Builds both direct and "behind the scenes" support for ideas; uses chains of indirect influence
Challenges conventional thinking and traditional ways of operating and invites stakeholders to identify issues and opportunities
Takes a holistic perspective. Envisions, compares, and contrasts multiple potential strategic consequences of actions. Empathizes with and can articulate multiple points of view
PLEASE NOTE: Location: Europe Remote/Flexible. European applicants encouraged to apply.
The following supporting information is for UK based positions:
Flexible Working
GE supports and encourages flexible working arrangements, where possible, and recognises the benefits to employees of having a positive work-life balance.
Total Reward
At GE Aviation we understand the importance of Total Reward. Our flexible benefits plan, called FlexChoice, gives you freedom, choice and flexibility in the way you receive your benefits, as well as giving you the opportunity to make savings where possible.
As a new joiner to GE we are pleased to be able to offer you the following as default in your benefit fund, which you then can tailor to meet your individual needs;
- Performance based annual bonus
- Non-contributory Pension
- Life Assurance
- Group income protection
- Private medical cover
- Holiday Hourly equivalent of 26 days, with flexible option to buy or sell
UK Security Clearance
UK Security Clearance (SC) is required and must be maintained for this role. Candidates who do not meet the minimum requirements for UK Security Clearance are not eligible for this role on grounds of national security. If UK Security Clearance is not obtained, any offer of employment may be withdrawn on grounds of national security.
Right to Work
Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, under the applicable UK immigration rules as may be in place from time to time, it may be that candidates who do not currently have the right to work in the UK may not be appointed to a post if a suitably qualified, experienced and skilled candidate who does not require sponsorship is available to take up the post. For further information please visit the UK Visas and Immigration website.
