Senior Director - DT Premium Support

Job Description Summary

The Senior Director - Premium Support will provide the overall vision, leadership and strategy to drive the execution of GE Vernova's multi-discipline digital workplace premium support services across the world, covering organizational, financial, and strategic technical leadership responsibilities for supporting all ED+ VIP users using all Digital Workplace products, tools and applications. The leader will build and continue to coach and develop a world-class team of Premium Support Engineers focusing on ongoing operational support of all digital workplace products for ED+ VIP users across all businesses within GE Vernova, ensuring business continuity, capacity management and incident response.

Job Description

Essential Responsibilities

• Defines the future vision and roadmap for Premium Support of all digital workplace capabilities in support of achieving the business goals of various business units while ensuring compliance with governance standards and controls. Responsible for Premium Support product strategy and day to day tactical execution.
• Lead an organization of employees focused across the Premium Support digital workplace operations space.
• Provide support for events such as Earnings and investor calls, global leadership events and Senior leadership team (SLT) all employee meetings etc.

• Build strong cooperation and collaboration with all experts in the Digital Workplace area and across Vernova CTO to be able to leverage the best possible technical experts to provide the highest possible level of service at the shortest time possible to all of your premium support clients.
• Leverage the expertise of DWP and CTO teams to proactively continue to build the expertise of your own premium support team so they can cover as much of the DWP space themselves as possible.
• Coordinate with Vernova HQ and the twelve Vernova business units to meet their requirements for premium support. Works closely with the GE Vernova businesses to understand their needs and translates them into solutions utilizing industry trends, best practices while applying solid judgement to ensure the premium support toolset and processes are kept optimised for the size and needs of the Vernova business.
• Provide strategic oversight and drive team optimization and individual team member growth.
• Establish and foster a work culture at all levels that is positive, collaborative, respectful, innovative, dynamic, with high integrity, and capable of driving positive change over sustained periods of time.

• Responsible for building and developing a world-class team. Leads and continuously develops a team to ensure all required architecture, engineering and operational skills are present; implements and maintains regular operating mechanisms, motivates and develops the team continuously. Develops staff through coaching, provides timely performance feedback and assessments and establishes performance and development plans. Mentors current and future leaders, ensuring a constantly rising bar in technical excellence and professional growth.
• Continues to drive the team toward delivery of the best end-to-end premium support solutions for the enterprise.
• Develop and maintain departmental policies and procedure; ensuring appropriate metrics, controls & SOPs are in place & driving the appropriate behaviors. Manage team training programs and ensure team is well cross trained and motivated to deliver results.
• Manage client & vendor problem resolution and escalation.
• Set up multi-generation plans to improve operations, managing Digital Technology spend and lead cost-out projects.
• Drive adherence to IT Compliance standards (SOX, ISO) by minimizing exception processes and creating streamlined or automated solutions for gaps.
• Share technical, procedural, and business knowledge with others.
• Leverage your domain expertise; you are expected to further the knowledge and improve productivity of your colleagues with activities such as creating learning content, giving presentations, and supporting a continuous learning culture.
• Create a consistent communication rhythm on organization and operations status, keeping IT leadership, global operations finance and functional partners in synch with overall initiative outcomes, establishing a full wing to wing closing applications operational support model, driving closing cycle time and service level improvements.
• Establish standard work, incorporate lean methodology and automation to further improve efficiency and productivity of the team.

• Bachelor's Degree in Computer Science or "STEM" Majors (Science, Technology, Engineering and Math) with minimum years of experience : 10 years
• Strong experience in digital operations, site support and digital workplace domain
• Solid experience working in a heterogeneous IT infrastructure environment, with various IT systems, technologies, platforms, concepts, and applications.
• Must be willing to be available at GE Vernova Premium Site in Cambridge, Boston when required.
• Willingness and ability to travel up to 15-20% of the time.

• Technical Expertise:

• Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities
• Experienced in design, performance, availability and scalability of the infrastructure
• Demonstrated understanding of Lean Six Sigma principles (e.g., Green belt certified)

• Demonstrated ability to establish operational performance metrics and drive continuous efficiencies and improvements for systems, processes, and resources
• Demonstrated ability to manage team/product operations across the product ecosystem and make tradeoffs based on key business priorities
• Demonstrated customer focus - evaluates decisions through the eyes of the customer, builds strong customer relationships, and partners with customers to help shape their future initiatives
• Ability to decompose problems and make decisions when problems or solutions are not 100% defined

• Able to speak to mutual needs and win-win solutions with customers
• Demonstrated effective strategy development and execution

• Demonstrated experience leading and influencing across a complex, global matrix organization
• Collaborates well with others to solve problems and actively incorporates input from stakeholders

• Demonstrates ownership of business decisions including outcomes and any required rework plans
• Experience coaching, mentoring, and developing team members
• Experience providing feedback on performance toward goals
• Ability to proactively identify and remove obstacles or barriers on behalf of the team
• Excellent communication skills and the ability to interface with senior leadership demonstrating confidence and clarity.

• Strong interpersonal and leadership skills.

• Personal Attributes:

• Excellent written and oral communication skills and the ability to interface with senior leadership with confidence and clarity
• Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions
• Ability to proactively identify and remove obstacles or barriers on behalf of the team

• Strategic thinker with the ability to create and execute concrete action plans
• Strong analytical, project management, and organizational skills
• Ability to work under tight deadlines and to prioritize under pressure
• Demonstrated ability to analyze and resolve problems.
• Demonstrated ability to lead programs / projects.

• Experience in developing creative solutions to address complex business situations that need our input.
• Act quickly and appropriately to solve problems, bring clarity, and minimize the impact of unforeseen circumstances.
• Recognizes and shapes group dynamic, energy, progress, unproductive/disruptive behavior toward desired goals of session.
• Coaches others on all aspects of professional development and career planning.
• Promotes an agile organization and rewards change agents/early adopters in the organization.

• Removes organizational constraints blocking creativity.
• Opens new forums for ideas, solicits new processes, and encourages others to seek novel knowledge.
• Energizes others toward the common vision and goal.
• Desire to continuously learn, grow and develop new skillsets