• Acts as a daily focal point for Managed Network Services escalations.
• Evaluates requests, in order to deliver within agreed service levels by following Eaton's Request Fulfillment process. Designs and improves ways to exceed First call resolution, satisfaction targets.
• Evaluate and recommend alternative solutions to solve business problems in order to ensure agreed level of service availability.
• Develops strategy, roadmap that have clear measurables for key metrics and a focus on continuous improvement of Employee Experience.
• Responsible for defining/analyzing/reporting key metrics for Managed Network Services performance, leading operational reviews. Monitors incident trends to identify potential problem areas, analyses and provides a permanent solution where possible or a workaround to ensure quality of service and availability is improved.
• Reponsible for working with vendor to ensure they are meeting Eaton expectations of vendors' ability to deliver on contractual agreements, provide feedback to improve vendor performance, maintain high levels of customer satisfaction and engagement with Eaton. Leading renewal, contract negotiations, agreements, selection ( as required ).
• Responsible for leading operational excellence, performance, improvement reviews across Edge Value Stream and improving lean daily management rigor, maturity of service management processes.
• Drives efficiency and suggests improvements in Incident Management, Request Fulfillment, Problem Management and Change Management processes to enhance productivity and customer satisfaction. (Continuous Improvement)
• Ensures Manage Network Services provider is adhering to Eaton standards related to ITSM processes.
• Establishes periodic review process with Business and IT leaders , prepares and presents trends and analysis of incidents and requests, problem management activities undertaken by the team.
• Manages engagement across all customer groups, IT, Strategic suppliers, vendors. Interface with all members of the team and larger IT organization at Eaton to resolve issues and prioritizes needs.
• Position demands excellent written and verbal communication and interpersonal skills, along with very good customer focus and relationship management skills.

Qualifications:

• Bachelor's degree from an accredited institution
• Mastery (over 10 years direct experience) experience leading delivery or production support for a large, complex organization.
• Strong knowledge of Infrastructure technologies

Skills:

• Experience managing global services relationships
• Experience working with resources in a diverse regional footprint - able to engage resources across matrix organization structure to deliver on goals
• Experience developing and delivering vendor RFPs, evaluating responses, and selecting vendors
• Experience setting up and managing vendor Managed Services and Time and Materials relationships
• Experience budgeting and forecasting as per standard financial processes
• Experience of driving continuous improvement, creating roadmap & deliver/results.
• Must have: ITIL and ITSM experience at expert levels. Must have experience managing support teams with a global or regional scope and ensure engagement between internal team and external teams. Must have excellent operating knowledge of how support applications such ServiceNow . Must have an excellent knowledge of market and service desk strategies, evolution. Strong Interpersonal Skills, customer centric, CI mindset with focus on leadership and motivation.

At Eaton, we strive to provide compensation and benefits that attract, engage, and retain the best talent.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.