The XDX Business Services Lead works with the XDX Strategy & Planning team to define the strategic roadmap of process optimization opportunities and owns the portfolio of technology and process improvement opportunities to deliver the roadmap.

• Works closely with the business executives to understand business strategies and priorities and provide innovative solutions for achieving tangible results.
• Collaborates with other XDX Leaders and their teams to identify areas of synergy and best practices or technologies/tools that can be propagated or shared among delivery towers.

• For Service Delivery this includes, Client Self-Service, Remote Assisted Support (contact center), Service Dispatch, Field Service Management, Professional Services, Delivery Account Management and Device Data Service.
• Works with XDX Global Common Services Teams and shared service functions to leverage core capabilities, standards, and accelerators, participating directly in the definition of shared service capabilities and services.
• Engages with process and technology end users to ensure that proposed solutions are well grounded for real world opportunities.
• Manages and maintains key relationships with technology partners (e.g. Salesforce, Oracle, ServiceNow) to understand partner roadmap and consult on emerging business functionality requirements.
• Works with the Executive Committee (EC) member and their senior team to develop and simplify the strategy for the EC’s operations.
• Defines the strategic roadmap of process improvement opportunities, with supporting financial and resource plans.
• Collaborates with Delivery COE and other XDX groups to determine schedule and content of application deliverables to meet project and business objectives.
• Defines and optimizes the portfolio of improvement opportunities, transitioning opportunities through definition, and post-delivery sustainment.
• Assesses and consults with accountable technology delivery functions on quality and delivery of technical content.
• Leads and is directly accountable for the quality and effectiveness of all tower delivery team members.
• Ensures that solutions meet or exceed defined functional, quality, and value commitments.
• Accountable for the on-going quality and efficiency of installed production solutions.
• Provides mentorship and personnel development to continuously improve team resource capabilities.
• Effectively and transparently communicates product and services delivery quality and stability.
• Identifies and executes continuous capability improvement initiatives to optimize delivery capabilities, throughput velocity, cost effectiveness, and long-term stability.
• Responsible for functional financial performance, vendor performance and project cost management.
• Engages with business executives and functional leaders to ensure shared expectations and effective cross functional alliances.
• Escalates and works with XDX development functions and Architecture to resolve “shadow IT”, outsourced operational partner technical projects/initiative that would create risk or collide with target application architecture.

• 15+ years in a high-tech services or product environment of a globally based industry leader
• 10+ years leading solution delivery or professional services teams or running a business unit, with high stakeholder engagement and management, global delivery teams including internal and third-party resource pools, delivering quantifiable business benefits
• Practitioner level experience selecting optimal delivery method or framework based upon project characteristics, including waterfall, iterative, Agile (Scrum and Kanban)
• 5+ years strategic technology planning to deliver quantifiable business results
• 10+ years leading and developing teams of technology professionals in global environments (local, near-shore, offshore)
• Excellent communication and collaboration skills (written and verbal)

Skills, Capabilities, Soft Skills

• Provides visible strategic leadership within business functions, acting in a consultative manner with other executive business leaders with the goal of improving business unit efficiency and effectiveness.
• Working with the XDX Strategy & Planning Team, proactively identifies evolving technologies and tools that can be employed in achieving the strategic objectives of the business.
• Able to translate business process and business objectives to technical requirements and explain how application change and enhancements may help or hinder business performance and objectives to non-technical leaders.
• Understands current methodologies and frameworks for effectively delivering process optimizations based upon technology and tools.
• Practices effective resource and finance management, providing transparent governance of business funding and resources.
• Able to make appropriate trade-offs to meet critical objectives, while working in a changing and financially challenged environment.
• Able to manage, influence and lead partnering XDX functional areas to meet business goals and expectations.
• Teams across XDX business services and shared services teams to ensure synergies are identified and propagated.
• Provides effective team leadership and resource mentoring for optimal personnel usage and development.
• Communicates effectively across all levels within the organization, translating complex technology and process concepts to different constituents’ understanding.

Education

• Master’s Degree in Business or Technology