Johnson Controls is powered by your talent. We are the power behind the customer mission. Together we are building a world that’s safe, comfortable and sustainable. Our diverse global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and environments more comfortable and secure. We are all about improving outcomes for our partners. Tomorrow needs your talent. Tomorrow needs you. So let’s talk today.

What you will do

Accountable for the strategic direction, implementation and service delivery of secure, highly available modernized end user computing technologies and services for 100,000 employees worldwide. 

How you will do it

• Establish service levels for internal customers and monitor service delivery to ensure the agreed upon targets and standards are met. 


• Manage all aspects of End User Services operational support including effective support model development, critical incident problem resolution and performance measurement to ensure agreed service levels are achieved. 


• Lead staff of 400 Field IT technicians, Service Desk, Tech Huts, and self-service Virtual Agent 


• Partner with Enterprise Architecture to develop End User Services roadmaps. 


• Interface with end users to determine quality of service and identify needs.  


• Drive leadership awareness, commitment, and accountability for employee experience programs 


• Work closely with top executives in the company to provide executive support and best in class solutions to meet their needs. Act as an executive escalation point for issues, complex end user support incidents, and large scheduled corporate events. 

What we look for

Required

• Bachelor’s degree in Computer Science or related IT field required. 


• A minimum of ten (10) years of prior experience in IT Operations Management and Service Delivery, Project Management, Service Level Management, Vendor Management for large scale enterprise. 


• Third-party vendor management and contract negotiation experience.     


• Promote collaboration, coordination, and teamwork across organizational boundaries. 


• Exhibits customer focused behavior such as building positive relationships and strives to understand customer’s needs, both internal and external. 

         
Preferred

• Analytical and creative problem-solving skills  


• Oral and written communication and interpersonal skills. 


• A positive approach and willingness to learn coupled with the ability to work in a team environmemt