Productivity Tools Service Owner

**Productivity Tools Service Owner**:**
Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
In this role, you will be accountable for the lifecycle of Productivity Tools installed in 180K ABB users’ devices worldwide. The portfolio covers, but not limited to: Office productivity (e.g. MS Office 365, MS Viva Insight), web browsers (e.g. MS Edge, Chrome), project and task tracking (e.g. MS Project, MS Planner), workflow, diagrams and mind mapping (e.g. MS Viso, Mindtree), and other productivity tools (e.g. 7 Zip, Notepad ++, FileZilla, PDF Exchange). The main mission is to ensure the business has the best productivity tools, which are fit for purpose, low cost, compliant, operated on high quality standards, with a first-class user experience.

**This position reports to**:
Global Consumer Services Lead

**Your responsibilities**:

- Own the end-to-end service lifecycle (license purchasing, cost recovery, design, testing, training and adoption, packaging, maintenance, support, inspection and control, installation, patching, license management, security and compliance, consumer experience and disposal).
- Maintain a close relationship with the business and ensure the consumer and customer satisfaction of your services are high and continuously increasing.
- Build a roadmap and deliver innovative cutting-edge solutions to fulfill ABB strategy and business needs.
- Act as the Agile Product Owner to create service requirements and user stories. Prioritize features, deliverables and develop and maintain a product backlog.
- Lead the service development lifecycle including customer and consumer research, proof of concept, requirements, development, quality assurance, communication, adoption, and post-release.
- Be an expert and evangelist for your services, being able to clearly articulate the benefits, technical aspects, and market best practices.
- Collaborate with the Consumer Performance team to establish metrics, collect and analyze the voice of the customer and drive continuous services improvements.
- Collaborate with the Consumer Engagement team to develop the catalog user interface design, experience, and personas. Also, announce services launch, general content, and positioning changes.
- Collaborate with the Consumer Support team to ensure interface with end users is pleasant and effective.
- Collaborate with the Architecture teams to originate and guide service design, development, testing and improvements.
- Collaborate with the Consumer Insight team to preventive and predictive monitoring the services performance and consumption.
- Maintain the services financial control and distribution, keeping cost within budget and constantly identifying cost reduction opportunities.
- Interact and partner with external and internal IT services providers.
- Setup and manage service operations with internal teams and external partners to deliver to committed business driven service levels, reporting on key metrics to senior leadership and business representatives.

**Your background**:

- Expertise in Productivity Tools and its lifecycle (Office 365, web browsers, general productivity tools)
- Minimum of 15 years of experience in the relevant service area are required.
- Proactive in Continual Service Improvement, always open to adopt new and innovative IS techniques and technologies.
- Demonstrated ability to effectively manage multiple simultaneous projects and deliverables.
- ITIL certification v3 or v4, ideally LEAN/Six Sigma Certification is preferred.
- Fluent spoken and written English.
- Experience in IS risk, security, and compliance.
- Strong knowledge of ITIL processes.
- Strong education in information management, computer systems, business engineering or similar.
- Advanced usage Reporting analytics tools (Power BI, Tableau) is a nice to have.
- Project Manager, Agile certification is a nice to have.

**More about us**: