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User Experience Delivery Lead

Country United States
Function DBS
North America State/Province Connecticut
Type of Job Employee
External Job Description

Context/Scope:
Diageo Business Services role responsible for ensuring services are delivered to the highest standards. Leveraging Central Service Delivery, driving service improvement and facilitating business needs. Proactively acting as service champion and conduit for new tech deployment, on-going service, support, stability and compliance.

Top Accountabilities:

Drive and support deployment of up-to-date Infrastructure platform standards (laptops, network, VC, WiFi, etc) in the geography. Lead deployment of Diageo Workplace and Perfect Office techs and ensure appropriate service wrap is defined and made available to provide stable and reliable services.

Lead embedment and communications of technologies, services and security guidelines, driving customer engagement and improving experience with services. Drive tech understanding, definition of use cases and value realization from tech, champion use, so that employees are enabled to efficiently use techs to increase productivity, performance & collaboration under a secured environment

Drive cost optimization in the delivery of services and enable market cost reduction leveraging available Diageo techs, ensuring simplification and rationalization of IT footprint. Own cost optimization and monitor cost implications of deployment of infrastructure and services, accountable for cost and financial management related to the geography and/or service.

Proactively engage with key Business Stakeholders / end users to identify and support on-going business needs, driving communications and events to keep them informed of service reviews, improvements plans, outages and techs available seeking to deliver a brilliant employee experience. Manage employee service concerns and escalations from the tech and process perspective.

Lead management, maintenance and support of IT services by ensuring internal and 3rd party teams deliver services upon SLAs and Diageo Control framework. Provide local support to offshore teams in the delivery of services. This includes service reviews, improvement plans and vendor management among other actions with Internal delivery teams and service partners.

Qualifications and Experience Required:

Bachelor’s degree or equivalent experience in a relevant field of IT operations

Approximate least 8 years in IT or an IT focused business area

Demonstrated experience in delivery of IT services under service framework (ITIL, COBIT). Project Management and Vendor Management experience.

Understanding of IT technologies interdependencies ability to understand infra technologies

Understanding of IT outsourcing agreements and structure from the service and commercial perspective.

Good financial, budget and cost centre management

English. Bilingual with Spanish or Portuguese would be a plus

Demonstrated capability to effectively lead cross-functional teams in multiple geographies and timezones

Good communication skills and ability to connect / engage with employees and business functions

Key Factors to succeed

Ability to create effective relationships with key business stakeholders, service partners and global delivery teams. Must be a good communicator and demonstrate understanding of engagement and escalation processes.

Able to understand Diageo tech standards and roadmap, align deployment plans in the geography of central, regional or local projects. Adapt plans considering market/business needs.

Proactive customer centric approach to services: Boldness to deliver high quality services to employees, holding support teams accountable for delivery of services, corrective and improvement plans. Passion to ensure all services are delivered as per agreed quality standards.
External Job Title User Experience Delivery Lead
Town/City Norwalk

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