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Service Delivery Manager – Customer Portal (Remote) - Raytheon Technologies - CT East Hartford - work from home job Company: Raytheon Technologies Job description: Date Posted: 2023-08-09 Country: United States of America Location: PW100: East Hartford 400 Main Street, East Hartford, CT, 06118 USA Position Role Type: Remote Pratt & Whitney is working to once again transform the future of flight—designing, building and servicing engines unlike any the world has ever seen. And because transformation begins from within, we’re seeking the people to drive it. So, calling all curious. Come ready to explore and you’ll find a place where your talent takes flight—beyond the borders of title, a country or your comfort zone. Bring your passion and commitment and we’ll welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry that’s evolving fast to the future. Innovation through diversity of thought. At Pratt & Whitney, we believe diversity of thought enables creativity, innovation, and a foundation for inclusion. By fostering an inclusive culture, we accept a shared accountability and responsibility to recognize, sponsor, coach, hire and promote talent equally. We welcome our employees to be their whole - best - selves at work because trust, respect and integrity, are a part of our DNA. At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond? The Customer Service team within the Commercial Engines organization at Pratt & Whitney is seeking a Service Delivery Manager to provide world class support for our commercial customers. The portal team is responsible for the business management of “EngineWise Connect”, which is a website that provides customers access to important information and data that is necessary to manage their fleet of engines through the entire life cycle of the engine. EngineWise Connect is the customers ‘gateway’ into Pratt & Whitney and IAE’s product and services, which is also used extensively by internal Pratt & Whitney employees to access information that enables them to ‘do their job’. The Service Delivery Manager (SDM) executes the remote delivery of the Service Desk and customer support ensuring that employees receive technical resolution to issues according to Service Level Agreements (SLA). The SDM coordinates remote resources providing technical support. The SDM collects and analyzes service delivery data to provide performance management reporting and to drive continuous improvement of productivity, service quality and customer satisfaction. Key Responsibilities: • Document changes in processes and service delivery improvements to maintain a best in class “Run Book” used by associates of vendor support team. • Track baseline metrics and Key Performance Indicators (KPIs) for the Service Desk based on observation, process review and operational data. • Participate in Quality Assurance reviewing incoming emails, answer phone calls and respond to customer support tickets for resolution. • Provide ongoing process improvement which includes the following but not limited to, Process and technologies focused on efficiency, response and case resolution performance, case management and improved customer experience. • Maintain awareness of current leading practices to improve service in the areas such as Access Management, Change Management, Event Management, Incident Management, Knowledge Management, Problem Management, Request Fulfillment and Service Performance Management • Responsible for coordinating Incident Management – Level 1 Service Desk Support functions that restore normal service operation as quickly as possible and minimizes the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. • Responsible for ensuring effective management of the lifecycle of customer issues. Responsible for the Knowledge Management function that includes gathering, analyzing, storing, and sharing knowledge and information. Basic Qualifications: • Bachelor's degree in computer science, business, or engineering of experience 8 years of experience providing customer support through various media or an Advanced Degree and 5 years of experience providing customer support through various media. • Strong customer service focus and demonstrated success at delivering end user services. • IT Service Management leading practices and operations experience • U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract. Preferred Qualifications: • Project Management Professional (PMP®) certification a plus • ServiceNow® Customer Service Management tool certification or experience preferred. • Able to work independently. • Strong teamwork and interpersonal skills; ability to communicate at all management levels and thrive in a cross-functional matrix environment. • Ability to articulate ideas to both technical and non-technical addressees. • Self-motivated and results-oriented What is my role type? In addition to transforming the future of flight, we are also transforming how and where we work. We’ve introduced role types to help you understand how you will operate in our blended work environment. This role is: Remote: Employees who are working in Remote roles will work primarily offsite (from home). Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee’s personal responsibility. Must be a U.S. Citizen. This position may require access to systems/tools that are restricted to individuals who possess US citizenship. The salary range for this role is 94,000 USD - 196,000 USD; however, RTX considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, location, education/training, and key skills. Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance. RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. Privacy Policy and Terms: Click on this to read the Policy and Terms Service Delivery Manager – Customer Portal (Remote) - Raytheon Technologies - CT East Hartford - work from home job Expected salary: $94000 - 196000 per year Location: CT East Hartford Service Delivery Manager – Customer Portal (Remote) - Raytheon Technologies - CT East Hartford - work from home job Job date: Wed, 30 Aug 2023 01:48:19 GMT Apply for the job now! Service Delivery Manager – Customer Portal (Remote) - Raytheon Technologies - CT East Hartford - work from home job