Summary
- Salary
- Competitive
- Team
- Information Technology
- Location
- United States - Chicago Office
About Us:
Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.
About the Role:
The Global Support Lead will work directly with the Global Support Manager and closely with Service Managers, Account Owners, and Operational Partners across the organization to deliver and manage to a world class production operational capability for Dyson. In this role you will work seamlessly with equivalent counterparts and support teams in markets and other geographical regions to deliver around the clock 24/7 support capability. As such, this role may require an element of on call or shift rotation for peak periods and weekend/holiday cover.
Your responsibilities will include:
Providing day to day alignment on service health, performance and risks across operational partners and internal teams (Service Desk / Infra / Security / Data).
Act as an escalation point to manage process exceptions and or service complaints from business users.
Aligning IT operational support on incident/problem categorization/prioritization, with clear business insight and understanding of the service capability.
Providing day to day governance and decision making for production changes and problem workarounds.
Coordinating across the Dyson/Partner/Vendor organizational eco-system – establishing and chairing conference calls and mediating when required to maintain (or recover) production service. (Including requirements for Applications, Infrastructure, Data, Security & Risk).
Manage the effective restoration of Service and impact communication to internal stakeholders (IT & Business), including updates on all production incidents and changes to the MIM status.
Within the Operations Control Centre (OCC), provide insight and analysis on IT service performance against business processes KPIs/SLAs to ensure that service health is maintained.
Managing OAT and Service Acceptance requirements with IT delivery teams.
Provisioning and managing business expectations on production outages for IT change and service maintenance.
Representing Service Operations changes and acceptance decisions as necessary for CAB approvals.
Maintain operational change control over CAB approved standard changes (Infrastructure and Application changes).
Maintaining service runbooks, and knowledge articles to ensure they are effective, accurate and up to date.
Facilitating HO/TO duties with support managers/leads and analysts in other global regions, to ensure that a continuity of support services are maintained.
Act as a subject matter expert for IT production services to engage and influence stakeholders at all levels of the organisation.
Maintain knowledge of Service Operations trends, capabilities, and standards to ensure future looking alignment to best practice.
Create routine and ad-hoc reports on any operational service matter.
Execute control over Service Operations processes (Incident, Problem, Change, Service Request).
Assist regional support managers where required to collectively deliver a high value of service to the regional and global business stakeholders.
Please note, this is a hybrid role in Chicago. Hours for this role are 10:00 AM to 7:00 PM.
About the You:
You will need to be customer focused, organized, and confident, to have a sense of urgency and remain calm under pressure. You will need to deliver results using your own initiative and it is essential that you possess the following skills:
Knowledge and experience in the delivery and application of Incident and Problem management.
Outstanding data analytical skills with the ability to produce senior level reports on status, trends and performance.
Good interpersonal communication skills.
Experience of supporting Service Operations, in large and complex IT environments.
Ability to influence others and communicate with impact at senior levels across the organization.
Ability to identify IT service-related risks and manage risks where appropriate.
Ability to apply IT Service Management strategy and policy and associated high-level plans.
Ability to apply and follow IT Service Management processes and procedures.
Knowledge of ITIL.
Able to rationalize and analyse IT Service Management related data and information.
Awareness of industry best practice and modern tooling solution to support Incident and Problem management.
Desirable Skills
Experience of Digital applications (Web, E-Commerce, Identity Management & Content Management)
Experience of CRM applications (Registration, Data Handling, Customer Support, Regulation, Security, Marketing)
Experience of ERP applications (SAP/S4 Hana, Finance, Logistics, Procurement, Supply Chain)
Experience of HCM applications (Workday)
Experience of Service Now, Advanced Excel, Visio, SharePoint, Teams, Confluence, Jira
Benefits:
At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.
Financial benefits:
• 401K with up to a 4% match
• Company paid Life Insurance and AD&D
• Flexible Savings Account (FSA) and Health Savings Account (HSA)
Lifestyle benefits:
• Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
• Pre-tax Commuter Benefits (applicable areas only)
• Generous Child Care Leave Program
• Wellness Program
• Employee Assistance Program
• Generous Dyson Product Discounts
Health benefits:
• Multi-Level Healthcare Coverage Options
• Vision & Dental Coverage
• Company paid Short-Term and Long-Term Disability
Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at americas.talentacquisition@dyson.com for more information. Dyson is an Equal Opportunity Employer.
Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
