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Global Support Experience Transformation Leader in Alpharetta, GA at HUNTER Technical Resources

Date Posted: 5/6/2019

Job Snapshot

Job Description

Global Support Experience Transformation Leader

• Provide strategic governance and oversight on our Support Transformation Program Delivery
• Support large-scale enterprise-wide projects that incorporate proactive and innovative solutions to addressing business & operational challenges and achieving our support transformation goals and objectives.
• Ensure the right initiatives are prioritized, undertaken and the benefits are being fully realized throughout the enterprise
• Support development of clear case for change, desired outcomes, accurate scope, clear roles and decision-making for each transformation initiative
• Development of technology roadmaps for identified digital/modernization initiatives
• Partner with the Information Security & Enterprise Architecture teams, Business Analysts and Product Managers to leverage past experiences and industry trends to build framework for process improvements, digital modernization and system rationalization
• Liaise with leadership from key business
• Develop key portfolio outcomes and critical success indicators centered around customer adoption, customer satisfaction, financial/ROI and operational goals.
• Drive alignment of strategic vision and tactical framework with all key stakeholder groups
• Facilitate continuous improvement by leveraging an established quality management framework and by using standard quality objectives for delivery
• Ensure that project teams remain focused on key objectives and goals and comply with established methodologies
• Reviewing on-going capability development, enhancement requests and working with key stakeholders to sequence the delivery of those appropriately in system roadmap
• Proactively anticipate and identify potential risks and issues that may impact deliverables and develop and implement mitigation and corrective actions
• Work closely with other specialists to create a formal Change Management mechanism. Periodically review the framework to ensure strategic initiatives of our Transformation Program are widely understood and accepted across all user groups.
• Work closely with the Central Services teams to manage periodic communications regarding the our support transformation program to create awareness and drive adoption across all user groups.
• Create Executive-level presentations selling ideas, influencing outcomes, providing status reports on ongoing projects and completed projects etc.
• Keep current with advances in digital technology and industry trends
• Manages direct reports and other members of staff to the highest level of performance, selects and hires top talent, aligns responsibilities and objectives to abilities and coach performance to achieve success.
• Governs and controls budgets inclusive of salaries, purchased services, training, travel, etc.

• Familiarity Design thinking and User experience design framework is required and any expertise and past experience in the same is preferred
• Operational Efficiency- To consistently review, identify and implement changes that maintain our commitment to the Support Transformation vision
• Well versed in digital design methodologies (personas, user stories, ethnographic studies, functional prototypes, etc.)
• Led or played a significant role in a modernization program
• Demonstrated experience in delivering a complex business technology solution
• Strong understanding of Program and Project Management, Capacity Planning, Project Governance, prioritization of work loads
• Strong understanding and experience working with various development principles including SDLC, Waterfall, Agile, Scrum/Kanban and ability to consult on usage of requisite methodologies
• History of demonstrating excellent technology leadership and decision making
• Projects well-defined consultative skill to conduct effective questioning to break down complex matters into core issues, formulate appropriate ideas and materials negotiate those ideas clearly and concisely to advance a cooperative engagement by all levels of the organization including senior and/or executive management
• Manifests a strong analytical and problem-solving ability to escalate and negotiate complex and conflicting issues in IT technical services investigations, handle multiple and shifting priorities across a broad spectrum of operating environments and to drive solutions or supportive ideas that are both financially sound and operationally feasible.
• Maintains solid advanced interpersonal skills to engage, as a thought leader, senior executives in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence.
• Uses these relationships to connect colleagues with technical expertise and challenge insightfully to improve services and propose credible options in solutions towards achieving the strategic vision of the Support Transformation Program.
• Utilizes all aspects of Emotional Intelligence to navigate the interactions and complexities of the business environment and drive leadership performance in oneself and in others.
• Manifests the highest communication skills to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across all levels of a matrixed, geographically dispersed organization using advanced oral and written English communication skills.
• Facilitate data driven senior/ executive leadership level discussions translating technical terms to business outcomes using PowerPoint and similar presentation tools
• Ability to work strategically and collaboratively across departments and business partners
• Strong negotiator that can work with external vendors / partners
• Executive presence - to instill confidence and trust in the superiors and ability to influence team member and drive positive change