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Director, Global End User Assurance

Company: Stanley Black & Decker
Location: New Britain
Posted on: June 16, 2022

Job Description:

Job DescriptionSenior Director, Global End User Assurance- RemoteCome Make the World With UsIt takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World. Sound like you? Join our top-notch team of 54,000+ professionals in 60 countries who are making their mark on some of the world's most beloved brands, including DEWALT, CRAFTSMAN, STANLEY, BLACK+DECKER, IRWIN, LENOX and more.What You'll DoAs a Senior -Director, Global End User Assurance, you'll be part of our Stanley Black & Decker team located remotely. You'll get to: -Build relationships with business partners to ensure end user services and productivity goals are understood and exceeded.Maintain white glove, anytime service levels to key executives wherever they may be to ensure our executives remain productive at all times.Oversee the deployment, management and tracking of all end user devices.Develop, manage, measure and report on key service-level metrics, KPIs, including, user sentiment, average response time, mean time to repair, incident avoidance, demand mix and end-user productivity.Engineer and deliver end user service projects with high quality standards and operate within planned budgets and timelines.Advance the disciplined use of a knowledge repository to share information among all levels of IT service and support.Develop department goals, objectives, and budgetsLeverage industry service desk best practices for ITIL, and problem management to drive continual process improvement culture.Promote self-service tools, the request catalog and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.Perform trend analyses and develop action plans for improving service timeliness and reducing costs.Stay abreast of trends in end users support, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on IT services.Provide reports for underperforming services and ensure corrective actions are being taken to address problems.Develop and maintain IT onboarding training materials and systems for new employees.Manage PC/device lifecycle replacement financial forecastingEnsure Risk Mitigation plans are built for distributed technology environments.Continually work to eliminate repeat incidents and automate request provisioning.Manage Global End User Assurance TeamUser Based support areas such as Service desk, Field Services, and VIP Executive Support.Create plans that enable career development for service assurance leaders.Conduct team and individual meetings to discuss service performance, current issues and long term improvements.Who You Are You always strive to do a good job---but wouldn't it be great if you could do your job and do a world of good? You care about quality - at every level. You love to learn and grow and be acknowledged for your valuable contributions. You're not intimidated by innovation. In fact, you embrace it. You also have: -Experience in introducing metrics and data as a basis for operational analysis and decision-making.Experience in introducing operational discipline into ad hoc process areas.Experience with process and organizational change management.Experience in significantly and provable increasing maturity levels for IT and engineering operations processes.Experience in working with distributed teams and processesStrong indirect influence skills driving provider organizations with high levels of operational excellence.10-15 years prior experience in End User ServicesRequired knowledge of IT service desk tools and best practicesBachelor's Degree - Information Systems or related fieldExperience with partnered outsourced services managementWhat You'll Receive You'll receive a competitive salary and a great benefits plan:Medical, dental, life, vision, wellness program, disability, 401(k), Employee Stock Purchase Plan, paid time off and tuition reimbursement.Discounts on Stanley Black & Decker tools and other partner programs.How you'll feel: -We want our company to be a place you'll want to be - and stay. Being part of our team means you'll get to:Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.Learn: Have access to a wealth of learning resources, including our Lean Academy, Coursera and online university.Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity and inclusion.Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back and sustainable business practices.What's more, you'll get that pride that comes from empowering makers, doers, protectors and everyday heroes all over the world. We're more than the #1 tools and storage company and #2 security solutions provider, with a leading presence in engineered fastening. We're visionaries. Industry 4.0 innovators. As successful as we've been in the past, we have so much further to go. That's where you come in. Join us!#LI- Remote #LI-AH1All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran's status or any other protected characteristic.Requisition Number91225BRBusinessGlobal - ITNo. of Positions1EEO StatementAll qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran's status or any other protected characteristic.FunctionInformation Systems Featured Category on SBD CareersTechnology & DataRegionUSA FLSA (For US Only)Exempt City: New BritainState/Country/Province: Connecticut

Keywords: Stanley Black & Decker, New Britain , Director, Global End User Assurance, Executive , New Britain, Connecticut

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