This portfolio product owner and people manager position is responsible for the End User Experience (EUX) capability vision, strategic requirements, and structured linkage to the business strategy with its three (3) product sub-capability teams (EUX Technology, EUX Services and EUX Applications) to deliver a stellar user experience to all business users needing and consuming IT services and support.
The overall success factor is to deliver IT support services through an automated, self-service, digital platform, functions and workforce that delights the business user community and meets their needs.
The product scope responsibilities include three product capabilities, teams and vendor services:
User Technology (PCs, Mobile, Citrix, Printers, Scanners, Collaboration and Experience rooms),
User Applications (Enterprise / LOB communication and collaboration platforms and applications) and
User Services (IT Service Desk, Field Services, IT Zones and IT Service Management processes and ServiceNow platform applications)
Collaborates and communicates with key stakeholders, IT Senior Management, Business & Shared Service Capability Owners and Product Owners to delivery their business outcomes and value, by providing Tier 0 / 1 /1.5 support that ensures a stellar user experience for 26K workforce that operate in 350 locations in 80 countries.
Establishes and coordinates relationships with key strategic EUX vendors.
Partners with Business and other Shared Service Capability Owners and sub-Capability Product Owners to create and maintain a holistic vision of End User Services that ensure effective delivery, management and improvement of services that align to and meet capability technology needs.
Ensures organizational readiness for new and/or matured IT processes and services with full accountability for controls in regulatory EUX processes used by the business and IT teams.
Develop, implement, monitor and improve Service Level and Operational Level Agreements, and their supporting KPIs to achieve optimal Operational Excellence and 90%+ Customer Satisfaction scores.
Ensure the capability teams work in an Agile methodology environment, learning and developing technology leadership and innovation, while collaborating with other Agile team members. Drive KanBan / Lean continuous improvement activities to ensure maturity levels continue to be achieved; champion continuous improvement initiatives.
Recruits and develops EUX employees ensuring the teams have the technical and customer experiences skills, temperament and intellectual processing capability necessary to deliver the results in a global diverse environment.
Ensures multi-year initiatives return substantiated financial or risk-mitigation value, while ensuring annual budgets meet their agreed cost and productivity targets.
Understands business priorities, rationalizes demand and communicates priorities to ensure workforce is working on the highest value activities. Helps translate incoming demand to required supply.
Management escalation and notification person for Capability Owners and Sr. Management during service disruption.
Internal Number: 2632091
About Rockwell Automation
When you choose Rockwell Automation, you join countless talented employees who have helped us establish our leadership position in the automation industry over the past century.
You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people. And a corporation backed by the financial strength that drives growth – and career opportunities.
As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.