Director, Global End User Assurance
Company: Stanley Black & Decker
Location: New Britain
Posted on: June 16, 2022
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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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