IT Operations Leader - SSA at GE - General Electric

Job Ref.: R3606475
Location: Victoria Island, Lagos
Level: Mid-Career
Business: GE Healthcare
Category: Digital Technology / IT

Job Summary

• As the Digital Technology site Engineer for the Sub Sahara Africa (SSA) Region, you will be responsible for the execution of IT Operational services delivered within the SSA sub-region.
• You will also drive the innovation and cultural transformation to ensure our products and services at all GE Healthcare sites are delivering positive customer experiences.
• The key to this role will be being passionate about understanding the Business needs of and creating strong metrics focused on outcomes.

Responsibilities

• Drive efficient and effective delivery of our digital workplace products and services in SSA sub-region.
• Drive the transformation of our team culture, establishing a culture of customer obsession coupled with a business and product delivery mindset,.
• Drive product delivery and create a continuous feedback loop to the product engineering / development teams and account managers via regional product representatives about local requirements and specifics.
• Own local NPS (net promoter score) for all sites, driving action plans to measurably improve customer satisfaction metrics and engagement, develop and maintain a customer-obsessed mindset
• Partner across peers to execute our broader organizational transformation.
• Assist Business to build IT infrastructure projects from discovery, design and implementation phases.
• Lead and operate MyTech Lounges across the sub-region, continuously innovate the customer support experience and make every touchpoint an opportunity to delight.
• Facilitate client device lifecycle management, optimization and rationalization.
• Proactively provide oversight for the technology in all GE Healthcare sites in SSA sub-region, including end user interactions, infrastructure needs, facility partnerships, etc.
• Tracks and monitors program status and metrics in all GE Healthcare sites to ensure milestones are met, and internal and external delivery commitments are met.
• Lead Associates and other product delivery employees in the SSA region. Continuously raise the bar for our talent, ensure the team is developing and closing gaps towards becoming a highly effective product delivery team.

Basic Qualifications

• Bachelor's Degree in Computer Science, STEM” Majors (Science, Technology, Engineering and Math), Business or Marketing
• A minimum of 5 years of experience along with established leadership across the discipline and function
• Good experience and demonstrated success in IT, working in a global organization
• Good experience leading multi-discipline technical teams, across multiple service types
• Experience managing budgets, including annual budget planning and managing cost challenges
• Strong experience in customer facing roles with proven track record of customer success
• Must be willing to travel up to 30 %
• Must be willing to work out of an office located in Africa

Desired Characteristics
Technical Expertise:

• Relevant experience in delivering technology support services and managing end-user interactions
• Experience using Confluence, Rally, or AHA a plus

Business Acumen:

• Strong product mindset with focus on customer outcomes
• Strong business analysis and problem solving skills
• Knowledge of business and financial principles and practices
• Working knowledge of budgets, forecasting and metrics
• Effectively manages risk and uncertainty for self and team
• Ability to evaluate products and processes to assure compliance
• Measure the impact of trends (cyclical or a shift) and takes action

Leadership:

• Demonstrated experience leading and influencing across a complex, global matrix organization.
• Ability to work with cross-functional teams to help build effective processes
• Proven success with driving change in a matrix, boundary-less organization
• Proactively identifies and removes obstacles or barriers on behalf of the team
• Hands-on experience in driving cultural transformation

Personal Attributes:

• Excellent written and oral communication skills
• Uses critical thinking skills and disciplined approaches to help leaders teams resolve issues and define solutions
• Influences and energizes others toward the common vision and goal. Maintains excitement for a process and drives to new directions of meeting the goal in the face of unfavorable odds and setbacks
• Commitment, Perseverance, Passion