Service Systems Product Owner

Honeywell Building Solutions (HBS)

Business Title:Global Service Systems Leader

Reporting:HBT Service Systems, Process & Data Excellence Director

Department:Service Operations, Services

Honeywell Building Solutions is a $2.5B strategic business unit inside of Honeywell’s Global Building Technologies 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.

The threat of new competition, rising customer expectations, evolved solution offerings, and digitalization are key drivers of the necessity to transform our business. HBS Service Operations will accelerate Service’s transformation through strategic and tactical business improvements that result in significant improvement to productivity, field execution, operational excellence and customer experience. This will include establishing a Service 2.0 global operating model, evolving and aligning our processes, systems and tools, to achieve HBS Service growth and productivity goals.

To support HBS Service 2.0 standardization, the design, development, maintenance and on-going functional changes of our Service Systems technologies also need strong central Governance which will enable standard work and productivity in the field. You will have a dual role in heavily supporting the Global Service Systems Leader in developing the SMS capability, its development in partnership with salesforce, testing, field training and deployment and will play a SME & partner role to the pole SMS deployment Leaders to ensure pole deployments are supported and are executed effectively. In addition, you will also be a primary lead in supporting all service systems (Not limited to SMS) in terms of enabling standardization of how they are designed, used, and improved. In doing so you will establish new Service Excellence governance framework resulting in commonality across the globe to ensure there is only one way globally that these tools work.

The operations transformation is already underway, and the future of building solutions will become a more balanced mix of traditional services with digital services. The 4000+ service employees will need to respond to new customer challenges and an increasing number of digital threats. To be the world’s leader in providing building services, we need to have a world class operations organization that is nimble and responsive to ever changing technologies.

New service is won or lost by our ability to provide an exceptional customer experience, and the successful candidate will also partner with the HBS customer service organization enable more seamless and effective customer interactions.

Principal Responsibilities:

• Work closely with the SMS Global Product Owner to ensure the tool is developed with required functionality

• Ensure that SMS deployment is developed and deployed on time and effectively so that it delivers the anticipated business returns and improvements in field delivery, standardization and customer experience.

• Own and drive FX/FAST ecosystem and also ensure that the FX/FAST product is decommissioned for use once the business has fully moved to the new SMS.

• Understand the user requirements and help shape the functionality of all service systems to maximize efficiency and service delivery

• Enhance the effectiveness of system deployments to ensure targets are met and delivered with minimal impact to the operations teams.

• Assist with and identify training requirements of the new SMS. Identify, assess, and lead strategic business improvements for HBS Service that result in significant improvement in productivity, customer satisfaction, and operational excellence.

• Work with the Pole & Global Service Operations Leadership to accelerate the new Global Design Model adoption

• Collaborate with other business functions to understand the wider transformation required to effectively deploy SMS.

• Drive continuous improvement and standardization across all service systems .

• Work closely with the Digital Transformation team, to give input on Service business requirements, and support the realization of new service transformation projects back into the business.

• Drive required actions to ensure benefits are sustained / improved.

• Drive consistent data standards across our enterprise tools to enable efficient and effective decision making, and to deliver lean business operations processes.

• Facilitate the implementation and acceptance of change within the workplace. Enable productivity initiatives through globally consistent business improvement programs.

• Ensure new operations tools and capabilities are developed, maintained and improved consistently in all locations where we operate, and functional for our field delivery teams.

Basic Qualifications:

• Bachelor degree in Business, Technology, or another related field preferred.
• Minimum 10 years’ experience in a business improvement, operational excellence, or transformation role.
• Minimum 10 years’ experience of a Service type business
• Experience working in a multi-national, matrixed organization
• Business fluent in spoken and written English, additional languages an advantage

Preferred Qualifications:

• MBA & 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.

• ITIL or ISO/IEC 20000 certification

• Six Sigma Green Belt or Black Belt Certified

• Strong understanding of digital service operations and cybersecurity threats and solutions.

• Strong understanding of service operations and its metrics, besides good knowledge on service processes, systems, and tools.

• 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
• Understanding of multiple disciplines and services

Additional Information

• JOB ID:HRD127532
• Category:Customer Experience
• Location:56 & 57 Hadapsar Industrial Estate,Pune,MAHARASHTRA,411013,India