Service Excellence Manager 2 (HRSC)

RELOCATION ASSISTANCE: No relocation assistance available

CLEARANCE TYPE: None

TRAVEL: Yes, 10% of the Time

Description

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon. We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work — and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they're making history.

Northrop Grumman HR is seeking a process-oriented Service Excellence Manager 2 to lead the Operations Support function within our HR Service Center. As part of the HR Service Center leadership team, the incumbent will play an integral role in evolving service delivery capabilities, enhancing customer experience, and ensuring operational efficiency. This is a newly formed role responsible for enabling service center operations via ServiceNow administration, process improvement, project management, training, quality, and workforce scheduling. This position will work closely with service line leaders to drive service performance, leveraging metrics and other data to shape recommendations and decisions.

This position will be located in Irving, TX.

Responsibilities include, but are not limited to:

• Drive strategic initiatives and small to medium size projects in support of HR Service Center operations. Manage project timelines, resources, and budget to ensure successful project completion.

• Lead configuration and maintenance of ServiceNow for HR, setting strategy and direction to enable service line solutions within an Agile framework. Manage small team of resources who works with functional process owners to define requirements, configure capabilities, and implement solutions. Ensure strong change control process, appropriately prioritizing development requests based on business value. Patriciate in PI planning, sprint planning, and review meetings.

• Partner with Enterprise IT and functional Workday product owners to ensure technology priorities and capabilities align to service center needs. Collaborate on shared technology roadmap and investment priorities.

• Ensure service center tools and infrastructure (i.e. case management system, phone system, knowledgebase, forecasting and scheduling systems) are operational and optimized. Develop and maintain service center technology roadmap, ensuring tools meet evolving business needs within affordability parameters.

• Manage administration of the international and domestic assignment tracking tool (iTRIP), ensuring tool is operational and optimized.

• Establish and manage quality program, ensuring solid processes for measuring and addressing service quality across multiple service lines (Onboarding, HR Transactions, HR Help Desk, etc.).

• Manage the training function / team responsible for enabling HR Service Center staff via new hire and refresher training. Evolve training program to fully optimize training staff.

• Monitor Customer Satisfaction scores and feedback, working with appropriate stakeholders to identify trends and opportunities for improvement.  Develop strategies to meet business needs and improve the customer service experience by monitoring service levels and escalating customer requests.

• Establish and maintain performance dashboards and other data solutions leveraged to manage service delivery.

• Collaborate with internal and external resources to meet business needs. Establish and foster positive relationships with various stakeholders building strong partnerships to facilitate optimal service performance and user experience.

• Supervise small team of 8-10 individual contributors, monitor quality of deliverables, and drive employee development.

• Create and foster an environment that promotes excellent customer service, employee engagement, performance, culture, teamwork, and accountability.

Basic Qualifications:

• Bachelor's Degree and 8+ years of related / transferrable experience OR Master's Degree and 6+ years of related / transferrable experience OR Associate's Degree and 10+ years of related / transferrable experience OR High School Diploma and 12+ years of related / transferrable experience

• Strong progra