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Senior Director, Global Service, Information Technology

Company: Johnson Controls
Location: Boca Raton
Posted on: November 17, 2021

Job Description:

What you will do....

The Global Service Information Technology (IT) Leader is accountable to plan and execute an IT strategy to enable JCI's Global Service and Digital transformational efforts across the enterprise. JCI's -$6B Global Service operation is enabled by 15,000 service personnel based in 2,000 locations across 150 countries, and provides HVAC, Building Controls, Fire Protection, and Security Solutions for more than 4 million customers worldwide. JCI's Global Service operations leadership model is a matrix of enterprise-level leaders and business segment leaders. The business segments are organized into 3 regions: North America; Europe, Middle East, Africa, and Latin America (EMEALA), and Asia Pacific (APAC).

How you will do it....

Attributes of the accountabilities of the Global Service IT Leader:

Strategic Leadership

  • Participate in enterprise-wide Global Service and Digital transformational roadmap efforts including annual refreshes of program plans, investment priorities, technology evaluations, and financial projections.
  • Construct an IT strategy and roadmap to enable advancement of JCI's service capabilities including customer service intake, remote service, service schedule and dispatch, service execution, digital services delivery, and overall digital customer experience.
  • Cultivate continual alignment of Global Service target state business processes and IT systems with JCI enterprise-wide strategies, including leverage of technologies from Oracle, Microsoft, and ServiceMax.
  • Unify Global Service transformation strategies with enterprise-wide Marketing, Sales, Installation, and Finance/ERP strategies; and with North America, EMEALA, and APAC business segment strategies.
    Tactical Leadership
    • Assemble, prioritize, and execute an annual IT investment portfolio to advance service capabilities in alignment with Global Service, North America, EMEALA, and APAC business priorities; and with IT strategies and roadmaps.
    • Facilitate continual alignment of Global Service, North America, EMEALA, and APAC Business and IT Leaders to design and leverage shared service practices, processes, technologies, and metrics.
    • Serve as IT champion for enterprise-level Global Service transformation programs to:
      • Manage scope, business case, integrated plan, budget, dependencies, issues and actions, risks and mitigations, operational cadences, stakeholder management, and executive status reporting.
      • Champion creation, analysis, and verification of an end-to-end business process, data flow, and IT systems architecture.
      • Lead all IT personnel on programs to meet scope, schedule, budget, and solution quality commitments.
      • Manage overall IT staffing and funding resources, including internal and external parties.
      • Facilitate an operational cadence aligning all IT leads including IT Business Partners, IT Solution Delivery Leads, and Architecture Leads to execute unified program plans.
      • Assert engagement with IT Operations to ensure solution sets meet JCI operational standards, stabilize during hypercare period, and are dependable in production use.
      • Assert engagement with Information Security and Data Privacy to ensure solution sets comply with all JCI cybersecurity and data privacy requirements.
      • Ensure consistent execution of all IT activities across the program life cycle including design, build, test, hypercare, and production transition.
        Track, assess, and manage cost, cycle time, and quality of external partners' performance on IT activities.

        What we look for....
        • Bachelor's Degree in Computer Science, Engineering, or related discipline.
        • 15+ years in leadership positions leading complex, technology-powered business transformation efforts.
        • Experience across multiple IT disciplines including Business-IT Engagement, IT Solution Delivery, and Program Management.
        • Experience with a broad set of business processes and IT systems including Oracle Service, Oracle Field Service, Oracle Project Management, Oracle ERP, ServiceMax, and Microsoft PowerBI.
        • Experience leading multi-disciplinary teams across cultures, regions and geographies.
        • Experience leading teams consisting of internal and external (outsourced) parties.
        • Experience working in a highly matrixed organizational structure to achieve business outcomes.
        • Experience in leveraging formal governance mechanisms to guide alignment of business and IT strategies, construct investment roadmaps, and execution transformation programs.
        • Experience in general management practices (organizational, financial, and operational management).
        • Strong communication, presentation, and facilitation skills.
        • Openness to travel up to 20% of the time.
          Reporting Alignment: This position reports to the Commercial and Service Vice President of IT.

          Financial Accountability: The enterprise-wide Service IT investment portfolio is -US$50 million per annum.

Keywords: Johnson Controls, Boca Raton , Senior Director, Global Service, Information Technology, Executive , Boca Raton, Florida

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