Smart Office Service Owner
Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.
Smart Office solutions also called Workplace experience (WEX) apps support the journey employees have when they visit an office. It simplifies the process of planning a visit, reserving workspaces, navigating a workplace, finding colleagues, and determining what amenities are provided. This is an emerging capability to enrich the hybrid work experience by integrating with digitalized physical objects and taking advantage of enterprise social graphs and artificial intelligence (AI) to predict employee social and space preferences. In this role you will be working on the latest digital workplace technologies and trends. The objective of the Smart Office Service Owner is to Leads Smart Office service line(s) in the design and development of end-to-end lifecycle roadmaps and an effective and efficient delivery of services together with supporting teams both internal and through external suppliers. This role reports to Digital Workplace and Innovation Lead. The role of the department is to look at the ABB global digital workplace and identify potential improvements on technology and services. As a member of the team, you will also do research, benchmarking to spot ideas for improvements and pitch it to the internal stakeholders that might be interested.
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This position reports to
IS Department Manager
Your responsibilities
- The Service Owner is responsible to design, implement and maintain the framework to deliver the services in scope in time, budget and in line with the customer's expectations. Is End-to-End responsible for building and delivering of specific IS service(s), with high system complexity, and in alignment with the vision created by the Business Owner
- Establishing inputs for service attributes: The service owner must be hands-on regarding their involvement, responsible to create effort, time and cost estimates for demand requests (projects, solutions, deployments and handover to operational vendor), and in ensuring that the service reaches its targets and that performance increases year after year
- Taking ownership and knowledge of the service for service management: Collaborates with the technical staff assigned to the service to ensure that they have the necessary know-how about the service that the service owner is championing The Service Owner manages the business/customer/consumer expectations and ensures that the service is in scope
- Escalating Point of Contact for Major Incidents: Service Owner is the point of escalation if there is a severe problem in the service and works with the service line to get the service back on track. Attending service review meetings to facilitate service management: Review meetings must be held regularly, and the service owner must attend all internal and external review meeting to ensure that the service is properly managed
- Improving the service in cooperation with the Continuous Service Improvement guidelines: Determines service improvements, prioritizes these improvements, and plans the implementation of these improvements as services should be improved regularly in order to have better service management
- Attending Service Level Agreement (SLA) and Operational Level Agreement (OLA) creation meetings: Is accountable to set up and manage SLAs and OLAs Correct SLAs and OLAs creates transparency as to what is expected of the service provider and the service owner can provide comments about performance, availability, capacity, etc about its service. Ensure work in the delivery department is compliant with Corporate IS and any other applicable ABB Regulations (internal and external) and ABB Group Guidelines, especially ABB IS Guidelines and Directive, which deal with IS service delivery
- Management of large number of stakeholders and management of multiple 3rd party global vendor contracts to assure high service quality and optimize the cost. Is accountable for the Change Advisory Board (CAB), decides on the execution of changes in service(s) and application(s). Is responsible to support all internal IS and cross-functional processes related to IS service delivery or IS service demand in the relevant service area of responsibility. Effectively supports processes that foster service improvement. Execute, for assigned tasks, all actions in IS processes according to agreed RACI specification
- Is responsible to act in compliance with Corporate IS Regulation and IS Policies; with ABB Regulations and ABB Guidelines of which accountability and responsibility for this position are derived; and with any other Internal Control regulations that may be assigned. Is responsible to implement the service delivery strategy and service delivery plan for assigned service(s). Determine and delegate management responsibilities
- Set the example for proactively building working relationships within the team, acting as an escalation point for staff and ensuring relationship challenges are addressed. Provide coaching and support and delegate responsibilities where possible, to achieve corporate objectives
Your background
- Bachelor’s Degree in Information Management, computer systems, business engineering or similar.
- 5 years experience in relevant service and technology area
- ITIL 4 foundation certification is a plus
- Experience working with vendors/suppliers
- Experience in a global environment is a plus
- Experience in the digital workplace area is a plus
- Fluent spoken and written English
More about us
IS services is ABB’s shared services organization which delivers operational and expert services in Finance, Human Resources, Information Systems, Legal, Global Travel Services and external Customer Contact Centers. With employees based in five main hubs and front offices, GBS provides mainly Business services to ABB teams across the globe as well as supports with external customer inquiries. Interested in joining our team in this role? If so, we look forward to receiving your application via our online careers tool. Please submit your CV and motivation letter in English – documents in other languages will not be reviewed. HQ Talent Acquisition Team ABB Asea Brown Boveri Ltd. Let’s write the future. Together. www.abb.com/careers We reserve the right to withdraw this posting at any time. Work model: hybrid #LI-hybrid
