Job Description

Essential Responsibilities: In this role you will:

• Be overall owner accountable for maintaining service operations across our on-prem Data Centers
• Lead daily, weekly, and monthly governance of our core hosting services.
• Maintain ITIL4 operationally aligned frameworks for GE Aerospace Hosting team
• Lead and represent GE Aerospace customer requirements and interests on high impacting incidents, including bridge calls and services.
• Own out of hours/on-call service delivery model.
• Promote and maintain key vendor relationships and own/lead regular governance structure, including Weekly Operating Reviews (WOR), Monthly Operations Reviews (MOR) and regular Business Reviews
• Own Aerospace Hosting ITIL4 Service catalogue. Responsible to maintain regular updates based on service maturity and external CMMI assessments.
• Ensure the service catalogue supports and maintains automation of service requests.
• Point of contact with technical partners and suppliers for ongoing support, documentation and service delivery related to Compute, virtualization, storage, and backup operational services on-prem.
• Influence customers/partners on best practices that optimize operational services.
• Continually ensure services adhere to OLA/SLA requirements.
• Co-ordinate and manage the operational support model with partners.
• Onboard and maintain vendor contingent workers and services to enable operational services globally.
• Maintain service dashboards for both internal stakeholders and customers. Leverage tools from core monitoring and reporting services and ServiceNow to supply concise, value driven reporting to technical teams as well as senior leaders as needed.
• Own all Hosting CMDB updates. Continually measure and improve CMDB accuracy.
• Continue to measure automation opportunities to drive performance improvement and cost out.
• Maintain a clear program of Continued service improvement (CSI) that ensures automation first adoption across our infrastructure, hosting teams and customers.
• Manage continued program of service upgrades and OS patching to maintaining core operational service levels and meet compliance requirements.
• Supply technical input into global Data Center & Infrastructure strategy and it relates to operations.

Basic Qualifications:

• Bachelor’s degree from accredited university or college with minimum of 5 years of professional experience OR Associates degree with minimum of 8 years of professional experience OR High School Diploma with minimum of 10 years of professional experience
• Minimum 5 years of professional experience in service management
• Experience managing and leading a service management function
• Experience working in an ITIL environment
• ITIL3 and/or ITIL4 foundation
• Note: Military experience is equivalent to professional experience
• Eligibility Requirement:
• -Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job.

Desired Characteristics:

• Leadership:
  • Collaborates with technical leaders on reporting operational status, issues, risks, and benefits.
  • Meets with operational delivery teams to ensure progress towards operational goals
  • Ensures understanding of issues and presents clear rationale
  • Experience communicating across multiple stakeholders including Supplier/Senior leadership
  • Vendor influencing skills and experiences overseeing operational delivery models 
• Personal Attributes:
  • High Say/Do Ratio
  • Operationally driven, understands the impact of degraded service performance on customers
  • Clear experience working in an operational leader role within a ITIL3 or ITIL4 environment
  • Able to think clearly and logically under pressure to drive and manage technical teams to deliver operational services
  • Able to influence technical teams to collaborate under pressure to deliver service resolution
  • Able to directly influence multiple levels of stakeholders to deliver operational excellence for GE Aerospace DT function.
  • Experience engaging with global vendor services across global service desk locations

• The base pay range for this position is $127,900-$213,200. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set. This position is also eligible for an annual discretionary bonus based on a percentage of your base salary/ commission based on the plan. This posting is expected to close on 3/8/2024.

• Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness. 

• General Electric Company, Ropcor, Inc., their successors, and in some cases their affiliates, each sponsor certain employee benefit plans or programs (i.e., is a “Sponsor”). Each Sponsor reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor’s welfare benefit plan or program. This document does not create a contract of employment with any individual.

Additional Information