Senior Technical Program Manager

Job Description Summary

Looking to make a global impact and solve problems?

Through relentless innovation and continuous collaboration with our customers, GE Gas Power, part of GE Vernova, is providing more advanced, cleaner, and efficient power that people depend on today and building the energy technologies of the future.

What impact you'll make:

The Enterprise Solutions team deploys, enhances and manages all ERP platforms in the GE Vernova Power segment. Our versatile team boasts unique expertise across enterprise technology platforms and business processes. The ERP Operations Technical Program Manager will help accelerate our journey to become a self-sustaining, world class ERP organization. This role will lead a highly skilled global partner team who are responsible to support successful operations delivery in a complex ERP landscape. The candidate will be responsible for defining and executing processes/procedures associated with IT Support Operations, and tracking/monitoring key metrics to ensure milestones are met on time and on budget.

Job Description

What you'll do

• Analyze, create and influence new processes and procedures to standardize work leveraging lean methods across Enterprise Solutions Operations. Leverage emerging technologies to develop process improvements that will help to drive 5-10% YOY productivity.

• Complex ticket resolution when partner is unable to resolve.

• Build quality solutions leveraging contemporary tools that will enhance end-user experience, reduce ticket counts, and improve the mean time to resolution for each ticket.

• Post Production Management of all items across ERP Operations for active / daily reporting. Post Production (Post a project hypercare) tickets which partner is unable to resolve. FF (Fire-Fighter) or other governance reviews over partner activities.

• Evaluate decisions through the eyes of the customer, creates processes with customer viewpoint, and partners with customers to help shape their future initiatives.

• Evaluate the use of automation to drive MTTR improvement, enhanced customer experience, and less dependency on manual work.

• Generate and maintain employee self-service options to provide alternate support options to traditional ticket-based approach.

• Track and monitor program status and metrics to ensure milestones are met, and internal and external delivery commitments are met.

• Track project outcomes realization and customer satisfaction levels through established metrics against service level. Ensure lessons learned are collected

• Ensure ongoing communication of progress against program objectives. Share technical, procedural, and business knowledge with others.

• Proactively identify and resolve issues and makes recommendations for improvements to existing processes.

• Bachelor's Degree in Computer Science or "STEM" Majors (Science, Technology, Engineering and Math) with equivalent knowledge and/or advanced experience.

• Major technical experience along with established leadership credentials across disciplines and functions within IT program/product areas.
• Fluent English knowledge is essential

• Proven expertise in large-scale ERP Operations.

• Demonstrated customer focus - evaluates decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint and partners with customers to help shape their future initiatives.

• Demonstrated ability of working with senior-level stakeholders to define, lead, and implement process and tools strategy to drive process improvement changes.

• Demonstrated ability to establish operational performance metrics and drive continuous efficiencies and improvements for systems, processes, and resources.

• Ability to develop partnership with cross functional teams and develop an inclusive & collaborative environment. Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions.

• Change oriented - actively generates process improvements, champions and drives change initiatives, confronts difficult circumstances in creative ways, balances multiple and competing priorities and executes accordingly.

• Excellent influencing, interpersonal and communications skills (both written and verbal) with all levels of an organization. Ability to interface with senior leadership with confidence and clarity. Influences and energizes others toward the common vision and goal. Maintains excitement for a process and drives to new directions of meeting the goal in the face of unfavorable odds and setbacks.

• Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities

• Strong analytical and strong problem-solving skills; communicates in a clear and succinct manner and effectively evaluates information / data to make decisions, anticipates obstacles and develops plans to resolve, creates actionable strategies and operational plans

• Our compensation & benefits are designed to help you manage your personal and family needs, while rewarding high performers. We offer a robust benefits package depending on your employment status and your national requirements.

• A healthy, balanced lifestyle can mean different things to different people. We've created programs that support the way you live and work today.

• GE invests to provide opportunities to grow your career by providing a path for continued on-the-job learning and development.