Executive- Digital Workplace End User Support

Essential Responsibilities:  

• Work closely with the Digital Workplace Product and Global Support teams to develop a customer-focused, regionalized strategy to implement an end-to-end Service Desk experience to support GE Aerospace  

• Own all Level 1.5 and 2 support processes and procedures within region, ensuring robust escalation processes from Level 1, along with tight alignment for further escalations to Level 3+ support teams 

• Support GE Aerospace’s Knowledge Management strategy, focused on introducing the right tools and procedures to provide easily accessible self-service support to employees and ensuring local needs and regulations are taken into consideration 

• Own all globally defined operational success processes, providing feedback as required 

• Support the evaluation and deployment for proactive health and sentiment-score monitoring platforms to provide both preventative measures along with better visibility into the performance of critical products 

• Define and own all end user support Key Performance Indicators for the region, determined through well documented SLAs and XLAs to measure and track operational performance 

• Partner with regional teams to determine appropriate approach to leveraging Chat Bot and Virtual Assistant technology to drive further self-service support improvements across the organization 

• Partner closely with local onsite support teams to ensure global processes and standards and adhered to across the company, resulting in a better overall end-to-end support experience  

• Develop strong, meaningful relationships with key stakeholders across GE Aerospace, ensuring their needs from a product support perspective and managed and met 

• Introduce operating rhythms to manage and track performance and service health 

• Manage, lead, coach, and grow a team of domain experts across the various functions 

Basic Qualifications: 

• Bachelor’s degree from accredited university or college with minimum of 12 years of professional experience OR Associates degree with minimum of 15 years of professional experience OR High School Diploma with minimum of 17 years of professional experience

• Minimum 9 years of professional experience in a variety of IT functional and leadership roles

• Minimum of 7 years of professional experience as a People Leader

• Note: Military experience is equivalent to professional experience

• Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job.

For candidates in the UK:

• Significant professional experience in a variety of IT functional and leadership roles
• Significant professional experience as a People Leader

 Desired Characteristics:  

• Demonstrated experience working directly in a customer service or supporting setting 

• Experience running a complex, regional-wide operations team 

• Experience implementing and adhering to ITIL and ITSM standards, including Incident and Problem Management frame works 

• Demonstrated experience of different knowledge management technologies and frameworks 

• Understanding of appropriate reporting frameworks for managing and tracking Key Performance Indicators 

• Understanding of different Chat Bot, Virtual Assistant, and Automation Frameworks in a plus 

For UK Based Roles:

Flexible Working

GE supports and encourages flexible working arrangements, where possible, and recognises the benefits to employees of having a positive work-life balance.

Total Reward

At GE Aviation we understand the importance of Total Reward.  Our flexible benefits plan, called FlexChoice, gives you freedom, choice and flexibility in the way you receive your benefits, as well as giving you the opportunity to make savings where possible.

As a new joiner to GE we are pleased to be able to offer you the following as default in your benefit fund, which you then can tailor to meet your individual needs; Performance based annual bonus. Non-contributory Pension, Life Assurance, Group income protection, Private medical cover, Holiday Hourly equivalent of 26 days, with flexible option to buy or sell.

Security Clearance

Baseline Personnel Security Standard (BPSS) clearance is required and must be maintained for this role. Please note that in the event that BPSS clearance cannot be obtained, you may not be eligible for the role and/or any offer of employment may be withdrawn on grounds of national security. Please see the link below for further details regarding the requirements for BPSS clearance: BPSS

Right to Work

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, under the applicable UK immigration rules as may be in place from time to time, it may be that candidates who do not currently have the right to work in the UK may not be appointed to a post if a suitably qualified, experienced and skilled candidate who does not require sponsorship is available to take up the post. For further information please visit the UK Visas and Immigration website.