HBS Services Sr. Operations Director

Honeywell Building Solutions (HBS) is a $3B+ strategic business unit inside Honeywells Building Automation (BA) business. HBS installs and maintains the systems to help keep buildings and facilities connected, safe, secure, comfortable and cost-efficient and is a leading provider of energy efficiency solutions worldwide.

In this role as the Global Service Operations Leader, you will be responsible for driving day-to-day operations for the $1.8B Services business in conjunction with the VPGM of Services, and the Pole/HGR GMs and Operations Leaders. This includes all areas of operational delivery, service projects, transformation and business improvement, digitization, and productivity initiatives. You will be a key leader partnering with the other functions, including sales, offering management, engineering, systems/process/data, and IT. You will be expected to develop and deploy talent, drive global process standards, deliver on annual operating plan productivity commitments, maintaining a world class safety performance culture. This role will form part of HBS Operations organization, reporting to the HBS Operations Leader, with matrix to VPGM Global Services.

You will be a leader of several growth outcomes in our core business including: growth driven from proactive maintenance, upgrading installed base systems, new service deployment, and HBOC connection to our service bank.   New service is won or lost by our ability to provide an exceptional customer experience, and the successful candidate will partner with the HBS customer success organization to drive more seamless and effective customer interactions.  Lastly, a successful transition from a new building project to the operational service environment is critically important, and as a result you will work closely with the projects team to improve conversion and improved hand-over.

Principal Responsibilities:

• Lead service operations strategy and delivery for HBS, including our continued digital journey towards more software and data driven offerings, and remote delivery to our customers.
• Leadership to Service Projects organization, including overall project management reviews, productivity, EAC reviews.
• Drive consensus, standardization & coordination across 7 Poles/HGRs.
• Champion and execute Honeywell AMS GDM transition for HBS Services.
• Headcount Capacity Planning Tool / Support, and regional alignment to ensure we have the right amount of people, with the right skills, in the right places to deliver for our customers and achieve our growth plans.
• Lead revenue growth associated with technician selling (reactive & preventative maintenance), including SPOT Incentive Program ownership.
• Escalation & coordination point for functions (IT, SC, DT, etc) on global items.
• Service Systems primary business interface & conduit (SMS, CPQ, Contract Renewals). Contribute to new system planning & deployments (e.g. SMS, new CPQ)
• Primary business interface Reporting, Dashboards, Scorecard. Ad-hoc reporting needs (Utilization, Billability etc).
• Service L4 Operations Reviews & Approval.
• Conduct Monthly Operations Review (MOR) with the regional businesses.
• HR/People Items - SOC, GJC, Field B3 Supervisor/Management Program
• Drive GES & Remote Utilization & Adoption
• HPD Global Goal setting, coordination (Annual),mid-year FSS/FSL scorecards
• Ensure new operations tools and capabilities are developed and deployed consistently in all locations where we operate.
• Reduce cycle time and working capital in the consumed by service operations.
• Monitor and benchmark monthly Service financial and operational performance for continuous improvement and AOP achievement.
• Centralize service training requirements and the required service training programs. In particular those related to technical needs, service excellence and service financial training.
• Build and maintain strong relationships with 210 Projects Operations to ensure alignment on the use of common processes, policies, systems and tools that are applicable to both lines of business, especially those applying to Service projects.
• Support on the construction of an annual business plan and enable business execution to meet or exceed annual revenue and operating income targets
• Build and develop a talented, engaged and high-performing team, that is held accountable appropriately, with clearly defined objectives. Lead talent Management Resource Review (MRR) process, performance management processes, and Service talent development/recruitment

Qualifications & Experience

• Minimum of 10 years experience with thorough knowledge of Service type business.
• Minimum of 5 years in a General Management or Operational leadership role.
• Experience working in a multi-national, matrixed organization
• Business fluent in spoken and written English, additional languages an advantage

Skills & Behaviors

• General Management behaviors. Operations is the heart of the Services business, and touches all functions from Financial, Supply Chain, Safety, IT, Digital, Sales, Offering Management and marketing. This role is also a primary feeder role for General Management roles, therefore a strong desire and enjoyment operating like a General Manager will contribute to success.
• Manage complexity, deal with ambiguity, and drive results in a highly matrixed environment. Ability to remove performance barriers and deliver under challenging circumstances.
• Facilitating Change - Encouraging others to seek opportunities for different and innovative approaches to addressing problems and opportunities; facilitation the implementation and acceptance of change within the workplace.
• Initiative - Making active attempts to influence events to achieve goals; self-starting rather than accepting passively; taking action to achieve goals beyond what is required; being proactive.
• Planning and Organising - Establishing a course of action for self and others to accomplish a specific goal; planning proper assignments of personnel and appropriate allocation of resources
• Results Orientated - Indicating through actions and decisions a sense of importance to get the job done; focusing on the most important things; being impatient with obstacles and lack of movement; taking action to overcome obstacles and seek solutions.
• Customer Service Orientation - Proactively developing customer relationships; making efforts to listen and to understand the customer (both internal and external); anticipating and providing solutions to customer needs; giving high priority to customer satisfaction.
• Growth and Commerical Mindset - Taking action to maximise the contribution of own area of the business to the companys profitability and growth. This involves constantly looking for opportunities to improve business performance and growth; managing business operations to maintain ongoing competitive advantage; taking business decisions based on cost benefit analysis, business savvy and consideration of organisational constraints and resources.
• Strong understanding of service business financials, coupled with the ability to understand financial data at the different Service revenue generating activities: Contracts, SPOT and Service projects.
• Strong understanding of service operations and its metrics, besides good knowledge on service processes, systems and tools.
• Experience driving multi-functional and multi-geography transformation programs
• Strategic and analytical thinking, and oriented toward achieving objectives
• Operational Analysis - The ability to obtain relevant information on operational issues from multiple sources, think broadly about those issues and recognize trends/possible cause-effect relationships and share insights globally
• Enthusiastic about change and change management. Able to effect change and drive results through leadership, collaboration and influence
• Strong and decisive; can quickly earn the respect of internal customers and all levels of management by demonstrating solid knowledge and expertise
• The ability to demonstrate energy and determination to achieve results and improvement by overcoming obstacles, remaining effective despite setbacks and challenging current thinking
• Self-motivated with focus on results and sense of urgency
• Building Technology Projects & Services industry experience

We Value

• Technical or Bachelors degree in Business, Technology or other related field.
• Masters or MBA

LI-Hybrid