Description
Customer Service Delivery Specialist
This position has overall responsibility and accountability for delivering quality internal IT Services (Infrastructure Service Delivery & Application Support) for ACS/HBS. This position manages the relationship with the end customer (user) and is responsible for the escalation, facilitation and resolution of operational issues for both application and infrastructure. This position will work closely with the business to ensure proper IT services are provided to support the day to day operations and the ongoing growth of the business. This includes partnering with HITS to support services related to desktop support, telecommunications, subscriber services and application hosting services across the business units. It also includes partnering with application CoE in order to make sure the application support SLA/SLO is met. Other duties include: adheres & promotes Honeywell policies procedures and standards, optimize the support process. Add value to the Business and continuous improvement of customer satisfaction.
Critical Interactions are:
o Frequent contact with internal employees and management at all levels regarding the delivery of IT Infrastructure services & application support
o Coordinate with HITS in setting IT infrastructure technology standards, direction and escalation management.
o Contact with ACS COEs in supporting direction and escalation management.
o Contact with suppliers of technology products and services.
o Works with one or more customers to leverage supplier technology knowledge and resources and to plan how to use technology to further their strategic business objectives
Key Responsibilities
Liaison between customer and supplier to provide technical solutions to meet user needs through an understanding of business needs and technology.
The role will ensure support is provided for:
o PC computing
o Application and Server availability
o Telecommunications to include Blackberry support, mobile phones, PABX, Remote Access, Local Area Network and Wide Area Network
Act as the regional go to person in support of technology changes impacting the regional business offices or remote users connectivity.
Assesses customer needs to prioritize immediate business priorities for HITS/suppliers and recommend options, risk and costs vs. benefits.
Participation in Infrastructure and Legacy application related change projects, recommends and agrees to delivery and execution of projects as per agreement from IT Business Partner. Recommends alternative technology products, solutions and strategies based upon best practice research.
The role will be responsible for assistance in preparing budgets within area of responsibility in conjunction with either the Customer Service Delivery Manager or the Business Partner.
Drive cost reductions by partnering with HITS and ACS teams to understand underlying cost drives, pricing, and alternative solutions to meet business needs.
Manage delivery of Honeywell IT service to the business within agreed SLAs/SLOs.
Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner
Ensure all agreed services and projects are provided within Budget.
The role will be responsible for ensuring overall IT Compliance within area of responsibility in conjunction with the Business partner. This will include participation in any Audit remediation findings and subsequence closure.
Other responsibilities:
Partner with business delivery teams to evaluate Honeywell Solutions for HBS Customers and provide information for Honeywell product on Customer networks.
Frequent contact with internal employees and management at all levels regarding the delivery of IT Infrastructure services & application support
Drive Infrastructure Service Requests (ISR) for SBU/ACS thru the HITS and ACS ISR Process working with the ACS Solution Architects..
Provide proactive capacity & availability planning and proposals for upgrades/replacement.
IT Service Continuity Planning working with Business Partner & management
Root cause analysis, seeking to prevent re-occurrence (either with internal or 3rd party resources)
Provides support for the integration supported sites into the Common Process/Common System, including but not limited to WAN capacity planning, management of ISR process for wireless, voice services, and desktop.
Collaborates with HITS Technology Team ensuring that the overall strategy for IT Infrastructure is adhered to.
Adherence to deliver IT services as per the Honeywell Security team/SOX guidelines.
May involve the participation in Global IT teams for the delivery of IT services and for FT and cost saving initiatives.
Recommends alternative technology products, solutions and strategies based upon best practice research.
Applies and promotes project management methodology to assigned projects, including: project timelines, open issues, change control and status reporting.
Qualifications and Work Experience
Good working knowledge in varied application & network architectures including Hardware, Windows, Unix, Linux, Database, and Networks
Experience in customer service delivery in a Matrix organization
Ability to communicate effectively in customer interactions verbally and in writing.
Full project life cycle management experience
Ability to interact well at all levels of the organization
Strong interpersonal skills and ability to influence others
Works effectively and efficiently under time constraints and high stress/pressure environments
Good Working knowledge of desktop and LAN system technologies.
Knowledgeable in service delivery techniques and disciplines, ensuring full adherence to standards and ITIL framework.
Project management skills, effectively arranging resources and managing - small projects in a cross-process environment and proficient in managing technology rollout implementations.
Demonstrated ability to identify and drive operational and process improvements
Education:
BS degree in Information Systems or related field, specialized training or equivalent work experience. (ie, project management and/or systems management leadership roles).
Minimum of 4 years experience supporting Infrastructure & Application Service delivery