Executive leader responsible for all aspects of service improvement and the end user experience of world class workplace services for Marriott International associates. This key organizational leader will focus on developing and executing the organizations continuous service improvement and end user experience program with the ‘millennial mindset’ as the primary consideration. This role is responsible for managing all aspects of service improvement and end user experience through the conception, design, operations, and retirement phases.
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CANDIDATE PROFILE
Education and Experience
Required:
- 7years of experience of operations research in the space of workplace and end user technology services and infrastructure with a minimum of 3 years at a Director and above level at a Fortune 500 company with significant scale.
- 5+ years working with third party service suppliers and ITO organizations – should include financial, SLA and service definition functions.
- Experience working with remote and offshore development and support teams.
- Service improvement experience in assessing end user experience with large scale enterprise desktop and end user device management platforms such as Altiris, Casper, WSUS, Tanium and AirWatch/MobileIron.
- Background in ITIL, Continual Service Improvement, End User Experience, Customer Satisfaction Surveys, and Project management
- A proven track record of quality process improvement
- Service Improvement and Process Design experience and background, preferably with Six Sigma experience
- Functional knowledge of one or more ISO or similar processes
- Experience defining, documenting and validating business requirements
- Experience facilitating and supporting business change and to influence others across the business of the need to change
- Experience in the design, preparation and delivery of facilitated workshops, applying a range of tools and techniques
- Knowledge of project planning and project management methodologies
- Excellent relationship development skills, with the ability to balance work and interaction with internal stakeholders, key suppliers and industry contacts.
- A demonstrable record of applying best practice and a customer centered approach
- Proficiency with MS Office Suite
- Ability to work across functional areas to drive continuous improvement
- Excellent written and verbal skills
- Strong technical and analytical skills, including relevant experience in systems integration.
Preferred:
- Demonstrated success leading large-scale service improvement initiatiaves/transformations.
- Masters degree in Computer Science, Information Technology Management, Operational Research or an MBA is desired.
- A thorough understanding of the interdependence of process engineering and their impact to the business.
- Understanding of the quality assurance, risk management, and security considerations and their impact on the overall technology environment.
- Strong process management and problem resolution skills.
- Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience in business systems and process planning.
- Knowledge of the business environment, service requirements and hospitality culture.
- Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action.
- Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations.
- Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy to understand business terms.
- Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment.
- Demonstrates strong executive presence and strategic thinking skills.
CORE WORK ACTIVITIES
Leadership
- Accountable for providing day-to-day leadership and management of the End User experience organization and managing the effective delivery of those services to the company.
- Establish management level relationships and partners with all discipline teams to define systems engineering and cloud services.
- Accountable for managing suppliers in ensuring they deliver quality services and meet all contractual obligations.
- Foster an environment of continuous improvement and structured processes and procedures that support not only a zero-fault culture, but one that focuses on the "how" as much as the what.
End User Experience Management
- Develop an End User Experience Program that is focused on assessing and understanding user experience with workplace and end user services/technologies. This role will also be responsible for the Continual Service Improvement (CSI) program aimed at optimizing all processes, procedures, and service performance.
- Identify what processes, procedures, and services need to analyzed. This includes clearly articulating the associated service level agreements, key performance indicators, and critical success factors.
- Work with greater team to develop and integrate the appropriate reporting and monitoring capabilities to establish a proactive support posture across all services.
- Provide improvement suggestions arising from all parts of service conception, engineering, transition, and delivery.
- Work with service managers to identify improvement opportunities, assess their impact, scope, and resource requirements, and prioritization of their implementation.
- Continually measure the performance of all aspects of workplace and end user service/technologies and develop improvement recommendations to increase efficiency, effectiveness, and cost effectiveness.
- Define, design, and implement a Service Performance Management Framework to enable the consistent measurement of team and service effectiveness and efficiency
- Create and report on performance metrics for service delivery to identify areas requiring improvement
- Monitor practices and processes to guide the implementation of compliance and improvement strategies
- Identify the impact of new service launches, projects or technology changes to our customers
- Assess and report on the potential impact of any new service integrations ensure a smooth transition into the operations environment. This also includes service retirement.
- Define and document existing business processes and manage their continual improvement.
- Facilitate workshops to gain buy in across the organization for business improvements
- Identify interdependencies between departments and/or processes
- Develop routines for documentation enhancements and review frequency
- Maintain organizational focus on metrics that are both tangible and intangible to ensure a holistic approach is being applied to assessing end user experience and service improvement
- Manage the balance between driving business value of continual service improvement and diminishing returns Service Improvement
- Develop strategies for service improvement with specific focus on workplace and end user technologies/services and the associated processes, procedures, and governance.
- Develop the appropriate strategies, processes, procedures, and governance for the standup and execution of a continuous service improvement program.
- Able to clearly articulate complex technical matters into common language for non technical individuals/teams.
- Experience leading analytical teams in developing service improvement recommendations that provide quantifiable value
- Develop and continuously focus on service improvement initiatives for workplace and end user technologies/services. This includes assessing, analyzing, and providing recommendations for improvements across all activities from conception to retirement.
- Ensure all service improvement initiatives are properly coordinated with the applicable stakeholders and quantifiable measures are in place to assess value
- Provide a consistent and standardized means of determining the performance of service improvements in the context of likely impacts on the business outcomes, and on existing and proposed services and IT infrastructure.
- Develop processes to share perspectives, ideas, experience, and information; to enable informed decisions; and to improve efficiency by reducing the need to rediscover knowledge.
End User Experience
- Develop strategies, processes, procedures, and governance for the standup and execution of reliable and actionable end user experience assessments.
- Work with appropriate stakeholders in developing and executing surveys aimed at collecting reliable and actionable feedback from end users.
- Develop and assess all data collection means to ensure the the right data is being collected and there is minimal adverse impact to the users surveyed/interviewed.
- Ensure all new and changed services meets end user expectations
- Develop feedback mechanisms for all stakeholders on the benefits, rationale, plans and effects of end user experience assessments
MANAGEMENT COMPETENCIES
Leadership
- Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
- Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of decision making and action.
- Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
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