Director, Global Service Management / Le Directeur, Gestion Mondiale Des Services

Just as aluminum is the element of possibility, so too, are our current and future employees. We relentlessly pursue outstanding and sustainable results and creatively transform ideas into value. At Alcoa you can quickly make your mark, impact your world and grow your career. Alcoa is a truly global company with many locations worldwide. The majority of our hiring takes place in Australia, Brazil, Canada, Iceland, Hungary, The Netherlands, Norway, Spain, and the United States. While some roles are based on-site, Alcoa also offers a flexible working model for certain positions. Come learn what’s possible for you!

About The Job

Purpose and Rationale

The Director, Global Service Management leads the regional service management teams in supporting and deploying technology solutions at Alcoa’s major operating locations and offices. The role includes oversight of day-to-day technology operations, ongoing maintenance of local solutions, in-person deskside support, and implementation support for projects. The scope of services also includes global service desk support and central management of global programs for computing hardware, software, client/server, and mobile devices.

The role requires significant interaction and partnership with Operations leaders as well as strategic alignment with Information Technology and Automation Solutions (ITAS) Portfolio and Platform teams (Applications, Infrastructure, Security, Manufacturing) to continue to enhance end user experience and advance Alcoa’s automation capabilities.

Additionally, the Director is expected to lead a team to re-envision service delivery at Alcoa by assessing service levels and delivery performance across resources, driving standardization and optimization of resources, tools and processes, as well as identifying opportunities to reduce costs.

Primary Responsibilities

• Oversee day to day technology operations, provide ongoing maintenance of local solutions, in person deskside support, and implementation support for projects.
• Provide leadership of ITAS functions for all locations, headquarters and offices within four regions.
• Evaluate opportunities to re-envision service delivery at Alcoa by assessing service levels, delivery performance, standardization and optimization of resources, tools and processes, and opportunities to reduce costs.
• Build and develop an effective virtual organization to manage service delivery at Alcoa.
• Manage global service desk support and global programs for computing hardware, software, client/server and mobile devices.

Major Activities

• Support and introduce of new global solutions.
• IT Service Delivery
• Be the face to the customer to understand and voice local business requirements.
• Support local solutions and fill any unique site requirements.
• Reduce portfolio complexity and promote use of global solutions.
• Provide in person deskside support (workstations, printers, mobile, etc.).
• Provide IT support in order to maintain day to day operations.

• Coordinate fleet management activities including invoice management, validation, and payment processing.
• Manage global computing hardware acquisition and staging for all regions.
• Support internal/external audit requests on Alcoa software licenses.
• Coordinate mobile device acquisition, services management, ongoing plan management including international travel, and interaction with the vendors in support of ongoing plan management.
• Supervise asset lease management activities including ordering, refresh, termination and return process for all leased computing equipment leveraging the ServiceNow application.
• Manage client/server software acquisition and licenses.
• Central Services
• Provide ad hoc project consulting, coordination, and management.

• Work with Alcoa to maintain the service desk and account administration knowledge bases.
• Diagnose, triage, troubleshoot, and resolve user issues where possible at the first tier and route unresolved issues using the Alcoa defined escalation procedures.
• Service Desk
• Manage service level agreements and ensure delivery performance.
• Manage communications to end users, key stakeholders, and other members of the help chain regarding planned and unplanned events and informational and action required communications by the ITAS Communications mailbox which is monitored by members of the Global Service Desk team.
• Provide more self-services leveraging automation and chat bots.
• Monitor cases and follow up on matters concerning client and end user satisfaction and help chain efficiency, perform analysis of trending and shortcomings and coordinate improvement action plans.
• Manage communications during major incidents.

• Document baseline metrics and start to measure reduction in process ambiguity, reduction in process touchpoints, improvement in employee satisfaction for the entire service delivery experience.
• Identify local solutions and evaluate opportunities to migrate to global solutions.
• Design best practices and roadmap to optimize services.
• Define major processes and tools to be standardized.
• Understand end user needs, expectations, beliefs, feelings and past experiences.
• Identify and implement related cost savings.
• Evaluate Service Delivery Model
• Map major processes and multiple channels and touchpoints to provide services.
• Combine and reengineer processes across entities.

• Plan for technical change in organization.
• Communicate standards and expectations.
• Coordinate ITAS communications across the sites.
• Customer Connection / Communications
• Work in a matrixed organization that includes personnel in multiple countries and time zones, with different cultures, languages and work ethics.
• Maintain relationship with Regional VPs of Operations and Operations Manager on regular basis to coordinate priorities and understand expectations.

• People Management
• Manage and oversee indirect ITAS staff who report to Operations locations.
• Oversee work done by remote personnel who do not have direct reporting relationship to this role.
• Manage ITAS site leads and direct staff (performance evaluation, coaching, succession planning, etc.).
• Manage ITAS contractors who report to ITAS organization.
• Ensure adequate ITAS staffing throughout regions to meet expectations of the group for both operational and project responsibilities.

• Manage operational relationships with service providers.
• Represent regional customer needs within ITAS organization.
• Provide program management oversight for projects within region.
• Participate in development of ITAS strategy and roadmap.
• Act as an advocate and point of escalation for issues that affect sites in regions (costs, compliance, technical etc.).
• Manage ITAS costs and budget performance for the regions.
• Oversee delivery of ITAS solutions (both technical systems and services) across regions.
• Functional Management
• Implement support model that integrates local support for common solutions where needed.

Essential Knowledge & Skills

• General business management skills including cost management (Expert)
• Ability to bridge geographical and organizational boundaries (Expert)
• Project management skills including estimating and tracking (Working Knowledge)
• Ability to communicate effectively with Business, Operations and ITAS personnel (Expert)
• IT and process control (manufacturing) technologies, solutions and processes (Expert)
• Analytical and problem-solving skills (Expert)
• Knowledge of manufacturing operations and operational support (Working Knowledge)
• People management (Expert)

Basic Qualifications

• Experience in IT customer service delivery functions in operating facilities (usually requires over 10 years’ experience in operations)
• Bachelor’s degree in Engineering, Computer Science (or similar field) or equivalent work experience
• Experience in management of multiple ITAS functions or organizational teams (usually requires over 5 years’ leadership)
• Experience in total experience framework implementation

We are values led, vision driven and united by our purpose of transforming raw potential into real progress. Our commitments to Inclusion, Diversity & Equity include providing trusting workplaces that are safe, respectful and inclusive of all individuals, free from discrimination, bullying and harassment and that our workplaces reflect the diversity of the communities in which we operate.

As a proud equal opportunity workplace and affirmative action employer, Alcoa is dedicated to providing equal opportunities and equal access to all individuals regardless of a person’s gender, age, race, ethnicity, sexual orientation, gender identity, religion, nation of origin, disability, veteran status, language spoken or any other characteristic or status protected by the laws or regulations in the places where we operate.

If you have visited our website in search of information on U.S. employment opportunities or to apply for a position, and you require an accommodation, please contact Alcoa Recruiting via email at [email protected].

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