Honeywell Building Technologies (HBT) has a footprint of Honeywell Building Operations Centers (HBOC) that provide 24/7/365 remote monitoring and support of customer building systems to keep their facilities safe, secure, comfortable and cost-efficient and is a leading provider of energy efficiency solutions worldwide. The threat of new competition, rising customer expectations, evolved solution offerings, and digitalization are key drivers of the necessity to transform our business. HBT HBOC will accelerate our transformation through strategic and tactical business improvements that result in significant improvement to productivity, field execution, operational excellence and customer experience. This will include expanding the existing HBOC global operating model, evolving and aligning our processes, systems and tools, to achieve growth and productivity goals.

As the Global HBOC Leader, part of the Global Digital & Service Operations Leadership team, you will be responsible for setting the strategy and leading our HBOC organization as part of the $1.5B+ services business, ensuring we have the capability to execute our remote digital services vision.

The HBOC Organization is responsible to remotely triage alarms and cases, provide break/fix solutions, monitor cybersecurity alerts, carry out preventative maintenance tasks, execute enterprise software upgrades, and support field personnel with existing customers, as well as supporting new Direct and Channel Partner customers. You will work closely with the HBS/HBT Services, Multisite and Channel businesses to ensure we can deliver remote support to customers at speed, short cycle times, high quality. This will include establishing repeatable \'standard work\' so our teams execute to the same standard globally. You will ensure global alignment, adherence & standardization of Honeywell\'s solutions when deployed, to ensure we can execute effectively for our customers, demonstrate value, reduce our risk, cycle times, variation, and cost to deliver/service. The HBOC team will also be responsible to ensure adherence of the Global ICT & Cybersecurity products and standards, in line with the HBT Buildings global ICT & cybersecurity offering portfolio. You will work with the Global & Regional HBT teams to continuously improve and drive common best practice and processes, and ensure benefits are measured and sustained, and enhance overall business performance, field execution, and productivity.

Key Accountabilities / Deliverables of the role

• Responsible for leading our Global network of Honeywell Building Operations Centre (HBOC) delivering 24/7 remote monitoring, preventative maintenance, break fix support, and technical services to 20,000 customer buildings around the world.
• The HBOC today primarily serves Multisite customers across North America and Europe, but has been retooling to expand its capability and capacity to serve the HBS-Direct Services business, as well as HBT-BMS Channel customers. We are on track to connect over 1,000 HBS contracts in 2023 as part of our Digital Services journey.
• Set and execute the strategy to scale-up our HBOC organization for HBS and HBT BMS Channel, as we rapidly transform our business to deliver more digital services to customers.
• Partner with HBS, Multisite, and HBT BMS Channel sales organizations to drive HBOC growth and customer success.
• Ensure HBOC meets its performance and business targets, as well as customers SLA\'s and KPI\'s to deliver a world class service.
• Drive productivity through the HBOC so we can resolve more cases remotely, in shorter duration, improving operating margins.
• Establish and driver greater \'standard work\' to our teams execute to the same quality and methods globally.
• Provide strategic input and guidance to the Offering Management and Sales teams globally, monitor the sales pipeline to ensure the HBOC team has the capacity and capability to match growth.
• Drive and own delivery for HBOC services, across the HBS and Multisite businesses working in close collaboration with all teams involved in the process.
• Support customer excellence and work with the specialized resources to identify best post-delivery outcome and customer experience in the pole.
• Drive deployment process standardization activities to promote best practices, knowledge sharing, and support excellence across pole.
• Support other business functions like Marketing and Engineering to ensure we have the solutions and capabilities to evolve our offering and keep ahead of the market with possibly to identify new trends.
• Support and drive transformational change programs across the pole and functional business groups as required for the
• HBOC role and manage challenges in diversified regions.
• Support productivity initiatives through consistent business improvement programs.
• Ensure new operations tools and capabilities are deployed consistently across the HBOC centers.
• Support on the construction of an annual business plan and enable business execution to meet or exceed annual revenue, productivity and operating income targets.

MUST HAVE

• Bachelor\'s degree in business, technology or related field.
• Minimum 10+ years in general management, offering management, operations.
• Minimum 5+ years in a professional/managed services type business leading digital or remote operations.

WE VALUE

• Experience working in a global, matrix organization, leading a team of highly skilled digital/technology professionals delivery services and outcomes to customers.
• Experience working in the Building Operational Technology industry.
• Leading a global team of highly skilled technology professionals delivering services and outcomes to customers.
• Strong people leadership from leading manager of managers through to driving inspiration and positive VoE at front-line, transformation, growth, financial skills.
• MBA & strong understanding of service business financials, coupled with the ability to understand financial data at different Service revenue generating activities.
• ITIL or ISO/IEC 20000 certification PMP/PRINCE2 Practitioner Six Sigma Green Belt or Black Belt Certified.
• Strong understanding of digital service operations and cybersecurity threats and solutions.
• Strong understanding of service operations and its metrics, good knowledge on service processes, systems and tools.
• Key Success Factors (Key Metrics / KPIs / Deliverables)
• Develop, assess, deploy & drive Global standardization operations, activities & centralization to promote and enhance business performance and productivity.
• Continually review delivery & operational capability Globally to ensure appropriate coverage so HBS continues to deliver to high excellence for its customers.
• Provide strategic input and guidance around growth of existing customer base and identifying & securing new customer portfolios.
• Increase Customer Satisfaction & understanding of Honeywell\'s core & transformational software capabilities through education, collaboration & successful delivery.
• Implement strong and self-sustaining delivery models in each Pole with correct people & skillsets to ensure effective & consistent delivery models. Ability to drive transformational change programs Globally throughout service operations.
• Managing Challenges in diversified environments Operational improvement focusing on margin expansion and pull-through works.
• Interdependencies / Other Attributes
• Managing by influence to achieve changes that improve service delivery and customer satisfaction.
• Maintaining a balance between strategies and plans that are challenging and externally connected versus internally achievable and realistic.
• Managing multiple stakeholders with competing demands.
• Taking strategies and plans through execution to control stages that deliver results.
• Balancing short term and long-term goals, Prioritization of focus, maximize return on effort.
• Teaming with specialists within Honeywell and outside.
• Understanding and integrating with a diverse range of technologies, protocols and applications.
• Working Relationships Internal: Global Service Director/VP/Operations Team, Global Software Transformation Leaders, Pole Service Solution Operation Leaders, Honeywell Connected Enterprise (HCE), Global Sales Team, APAC & Global ICT & Cybersecurity Operations Team, Internal Honeywell Security and IT functions External:Customers, Consultants, 3rd party Technology and Software Vendors, Industry Bodies & Providers
• Strategic and analytical thinking, and oriented toward achieving objectives Operational Analysis.
• The ability to obtain relevant information on operational issues from multiple sources, think broadly about those issues and recognize trends/possible cause-effect relationships and share insights globally.
• Enthusiastic about change and change management.
• Able to effect change and drive results through leadership, collaboration and influence.
• Strong and decisive; can quickly earn the respect of internal customers and all levels of management by demonstrating solid knowledge and expertise.
• The ability to demonstrate energy and determination to achieve results and improvement by overcoming obstacles, remaining effective despite setbacks and challenging current thinking.
• Self-motivated with focus on results and sense of urgency.
• Strong interpersonal skills needed for interfacing with high-level internal stakeholders, external clients, and geographically, culturally and linguistically diverse employees.
• The ability to partner with senior level management and business stakeholders, to understand HBS businesses/functions, and to deliver the best global design/deployment solutions.
• Manage complexity, deal with ambiguity, and drive results in a highly matrixed environment.
• Ability to remove performance barriers and deliver under challenging circumstances.
• Self-motivated, goal orientated, determine own work priorities, training requirements, ability to meet deadlines and works well under pressure.
• Very strong business acumen - ability to make strategic trade-off\'s and balance competitive pressure with risk management and mitigation.
• Global mindset. The ability to align with a standard global strategy while balancing unique, sometimes conflicting regional and business-specific requirements.
• Learns quickly adapting to new projects, technologies, processes and/or cross industry verticals.
• Sees ahead clearly; can anticipate future technical trends accurately; learn quickly and think independently to adapt as required.
• Be proficient in the execution of risk management, issue management and scope management processes.
• Ability to build and maintain strategic customer relationships and establishes and builds credibility quickly.
• Strong effective communication skills (both written and oral) and people management with the ability to motivate and inspire trust of management, staff, diverse clients and stakeholders.
• Excellent computer, presentation and technical writing skills.
• Proficient in strategically assessing and identifying new business opportunities, and strong customer/relationship management skills.
• Ability to define and architect specific solutions within an ambiguous environment and strong analytical and problem-solving skills.
• Strong command and control skills to manage through internal and customer challenges.
• Ability to work effectively in a virtual engineering group environment.
• Ability to think strategically in applying process improvement tools to solve business problems.
• A strong commitment to safety and a safe working environment.
• Can clearly articulate technical value and demonstrate how solutions map to a customer\'s needs and drivers.

Additional Information

• Category: Business Management
• Location: 715 Peachtree Street, N.E., Atlanta, GA 30308 USA
• Exempt

Honeywell