Job Description

Job Title Specialist

Description

About EDGE:

EDGE is an advanced technology group established to develop disruptive solutions for defense and beyond. Solving real world challenges, it is dedicated to bringing innovative technologies and services to market with greater speed and efficiency. Our people are at the core of our business, inspiring us to imagine a new world of endless possibilities. Leveraging advanced technologies such as autonomous capabilities, cyber-physical systems and directed energy to artificial intelligence, we recognize that changing the fundamentals of the defense industry will take real collaboration and creativity.

This is why we want you to be a part of our global team. Join us today to enable a secure future.

Core Accountabilities:

Work with the business and other GBS leaders to proactively identify, prioritize, facilitate

and lead Service improvement initiatives

Oversee service management improvement recommendations related and present

conclusions to businesses, functions and management by leveraging leading practices,

monitoring performance metrics, and benchmarking performance across Global

Business Services

Oversee the management of the service portal and support the service desk teams

across the GBS functions

Monitor, track and publish SLA/ KPI dashboards to internal (GBS) and external

stakeholders (Entity/ Corporate functional heads)

Oversee alignment with the ITIL framework and related service management activities

Oversee key initiatives to improve upon SLA/KPI metric performance for GBS functions

Oversee and approve the definition and implementation of satisfaction measurement

tools and methodologies

Oversee the documentation of measurement definitions, frequency and sources for key

performance indicators

Oversee the facilitation of CSAT surveys with GBS customers and collate results and

develop action plans in collaboration with the relevant departments

Oversee the development and delivery of learning within GBS, ensuring integration and

alignment with GBS HC and Corp HC

Oversee the update and maintenance of the governance framework for GBS in

accordance with the guidelines and set strategy

Oversee the active development of priorities and action plans for Service and/or

Performance improvement short and long term strategy

Experience & Educational requirements:

10 years of progressive Shared Services/Global Business Services experience

Shared Services experience: Service management, operational metrics and

scorecards, and experience within a progressive global shared service

operating model

Bachelor or Masters Degree in Business Administration or a related field

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