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

You have applied correctly

A message has been sent to the employer, you are going to receive the reply soon. Good luck!

You have applied correctly

The request has been sent correctly. However, we have seen that your resume is incomplete. We highly recommend you to fill it to let the employer know you. These are the fields you have empty: