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