The Head of Employee Services Delivery ensures the delivery and day to day support of end-user solutions, technologies and support services for the whole US and Canada perimeter across all business units. End-user technology includes PC’s, printers, mobile devices, tablets and audio-video solutions. The Head of Employee Services Delivery for US and Canada is responsible for successfully incorporating new technologies and end-user solutions into the day to day operations, through the application of Enel group standard methodologies, including management and support that ensures a world-class Global Digital Solutions (GDS) service experience for our business according to agreed service levels. The role guarantees the delivery of Enel global policies, standards, processes, and best practices designed to ensure consistently high service levels of performance.
The Head of Employee Services Delivery for US and Canada has overall responsibility for establishing, managing and maintaining strategic relationships with customers in one or more business segments and interacts with functional groups within the GDS organization to communicate and clarify customer requirements. In addition, he/she is the liaison between enterprise and end-users, outside vendors, contractors, and consultants to define and establish service and support requirements, investigates and resolves customer relationship problems. He has to ensure the implementation of the Enel global operational Service Delivery Model in US and Canada , managing global and local contracts and applying remediation plans at Country level. May participate in contract negotiation and administration, according to global guidelines and has the responsibility to deliver local projects through the application of Enel standard methodologies.
The Head of Employee Services Delivery for US and Canada has overall responsibility for establishing, managing and maintaining strategic relationships with customers in one or more business segments and interacts with functional groups within the GDS organization to communicate and clarify customer requirements. In addition, he/she is the liaison between enterprise and end-users, outside vendors, contractors, and consultants to define and establish service and support requirements, investigates and resolves customer relationship problems. He has to ensure the implementation of the Enel global operational Service Delivery Model in US and Canada , managing global and local contracts and applying remediation plans at Country level. May participate in contract negotiation and administration, according to global guidelines and has the responsibility to deliver local projects through the application of Enel standard methodologies.
Responsibilities
- Plan, direct and manage the day-to-day activities of the service desk, desk-side, server administration and audio-visual resources and functional processes;
- Coordinate third-party support activity with internal resources, vendors and other GDS teams;
- Measure customer satisfaction on a monthly basis, including metrics associated with customer feedback, improvement targets and suggestions;
- Support the development of Global priorities and business plan objectives;
- Work with project directors, business directors and technology teams to ensure proper portfolio management and service delivery;
- Install and maintain distributed infrastructures through the application of Enel standard methodologies, providing support to end-users according to agreed service levels;
- Deliver local projects through the application of Enel standard methodologies;
- Implement and deploy the Enel Global Service Delivery Model aligned to the Global GDS End User Support Strategy;
- Ensure Service Level Agreements and customer expectations are met through the development, communications, and monthly review of IT service levels supported by the business;
- Work with senior IT and business leadership to develop and deliver operational KPIs and associated reports;
- Monitor, report, analyze and escalate as needed on day-to-day operational execution of IT services;
- Align service delivery capacity to business demands while managing customer satisfaction;
- Manage global and local contracts to ensure that services are delivered in accordance with expectations and apply remediation plans at local level;
- Work and liaisons with the local and global Enel GDS delivery teams to ensure proactive systems monitoring and proactive problem resolution;
- Participate in the preparation of communication materials to present to the business and IT leaders (monthly business review);
- Provide ownership, design and delivery of all ITIL service management functions;
- incident management
- problem management
- service Request management
- change management
- asset management
- Oversee and manage regional IT change review boards to ensure best practices across change management functions and the successful release of application and infrastructure changes safely within the environment;
- Define, plan and forecast organizational and staffing requirements based on needs, gaps, skills requirements and Enel guidelines;
- Assist to identify, document, and assign roles and responsibilities (and reporting relationships) to functions based on staffing requirements;
- Responsible for interviewing, hiring, mentoring, training, and providing career development opportunities for employees within the department.
- Responsible for new equipment purchasing, budgets and planning and new hire onboarding
Qualifications
- Associates Degree with equivalent experience
- 10+ years IT work experience with 7 to 10 years of related experience managing groups, projects, strategic planning, technical services, and business relationship management;
- Minimum 5 years’ experience of IT service delivery;
- Minimum 3 years of client/customer experience, 5 years preferred;
- 1-2 years’ experience in application and Business Portfolio Management;
- Installation, commissioning, integration of AV systems highly desirable;
- Service oriented and focused with demonstrated related experience;
- Specific knowledge of support practices on corporate A/V technology, such as, desktop video, video conferencing, polycom technology and presentation support;
- Project management experience;
- Demonstrated strong ethics, influence and negotiation, leadership and the ability to effectively manage stress;
- Demonstrated experience with processes, procedures, operations, and other compliance initiatives;
- Demonstrated skills in project management, organization, and prioritization. Ability to manage time efficiently and work with little supervision;
- Excellent strategic thinking and planning skills required;
- Work effectively either independently or as a member of a geographically dispersed team on assigned projects related to service Delivery;
- Speak and write clearly and effectively in English; any other language (such as Italian and/or Spanish) is a plus;
- Experience developing communication plans for projects, maintenance activities and system related information;
- Proficient working knowledge of Microsoft Office: Outlook, Word, Excel, PowerPoint;
- Excellent written communication; capable of presenting work and writing work reports, scope of work, and contractual documentation;
- Excellent verbal communication and able to verbalize in clear concise and tactful communication with senior executive management, clients, peers and team members;
- Strong leadership and interpersonal skills: the ability to work well with people from different disciplines with varying degrees of technical experience;
- Strong interpersonal skills with an ability to effectively support and work well with people from different disciplines;
- Superior organizational skills and detail oriented to ensure accuracy and quality;
- Strong client-facing and internal communication skills;
- Adaptability and flexibility to manage deadline pressure, ambiguity and change;
- Ability to independently prioritize and manage multiple tasks/projects and meet deadlines;
- Highly developed business acumen;
- Experience working in a multicultural environment is preferred;
- A valid driver’s license operable in all 50 states and Canada;
- Domestic travel and international travel.
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