VP Service Technology
Florham Park, NJ, USA | Applied Materials
Job Description:67 people have viewed this job
Responsible for the identification, development and execution of Technology related strategies, initiatives and support that are aligned to the achievement of SBS strategic goals for growing the business, lowering cost of service and improving the business operations and client experience.
Responsible for the procurement, deployment and maintenance of service technologies, business processes, Workforce Management (WFM) support and processes and operating metrics across the SBS service enterprise. Represents the needs of SBS clients and associates at the Corporate ADP level and is the key liaison with SBS field, Division and Corporate executives regarding technology and business continuity matters.
Drives business efforts to address emerging market demands, changing product strategies and shifts in strategic workforce management demands to achieve competitive success. Selects, develops and motivates a highly effective staff of Technology Analysts, WFM Professionals, Program Specialists, Support Specialists, and Directors functioning as User Champions and Executive Sponsors.
- Establishes the overall technology direction of SBS wide business (core, RS,and IS) in relation to the development of new and alternative client service channels as the market and our product offerings change. Oversees a Tier III Support team focused on the continued improvement and availability of associate tools and reporting to support an evolving 24/7 service model that has global reach based on associates in traditional and OneADP locations.
- Partners with service and implementation strategy leaders to help define service model improvements based on technology options. Selects, onboards, develops and motivates associates who are responsible for executing on and supporting the SBS technology strategy.
- Drives associate engagement, retention, talent/career development and progression, and leads appropriate programs to support the building of strong human capital through the management of a high performance teams.
- Promotes cross functional and cross BU talent movement to create organizational bench strength.
Responsible for the identification, deployment, maintenance and support of SBS wide technology solutions in support of an enhanced client and associate experience and improved productivity including telephony, network, desktop and service tool solutions.
This includes the ongoing management of a $5M+ technology budget in conjunction with GPT (Global Product Tecnhology). Provides critical management of the support and issue escalation process to ensure stability and availability in a 24×7 environment to maintain business continuity.
Serves as the SBS thought leader on the ES Service Leadership council for Service Tools & Technology. Partners with other BU and GPT leaders to define ADP wide technology and tool standards. Drives business requirements and collaborates with other BUs and GPT to select ADP vendors and technologies of choice to establish overall governance of consistent technology across the firm.
Collaborates with key members of GPT, R&D, field leadership, and participates in planning cycles to drive integration of service components into the planning process to establish a Comprehensive Technology Road Map. Drives all business requirements and deliverables related to the roadmap.
Leads initiative planning and budgeting; mobilizes and manages required teams; defines deliverable structure and content; facilitates buy-in of proposed solutions from top management at all levels; directs on-time, quality delivery of work products; and manages engagement risk.
Leads review of potential technologies and applications to support overall strategy. Creates business cases for large scale technology investments in excess of $1M across the Business Unit and engages with leadership to secure funding for incremental investment opportunities to grow the technology portfolio .
Leads a team of support professionals in the management and enhancement of the overall SBS support strategy. Drives the successful support of the SBS payroll platform, catalog of service and implementation tools, and payroll processes associated with SBS clients.
Provides internal and external client support that meets or exceeds the service level targets of the broader service organization to ensure expedient resolution of escalation of issues. Partners with our Global offshore team to oversee the General Ledger support process managed by a team of domain specialists. Provides direction on enhancements to product and process based on broad based client and associate feedback balanced with trends in the organization. Provides business continuity oversight and direction by partnering with Corp GSO.
Leads a team of WFM professionals responsible for the development, implementation and execution of business unit-wide workforce management strategies to achieve SBS’s strategic goals regarding forecasting, scheduling, service levels, service quality, first call resolution and associate training and development.
Collaborates with senior field leaders to maximize a quality client experience through effective forecasting and scheduling. Attracts, develops, and motivates a team comprised of Directors, Managers and analysts.
This role is integral in directing the service strategy for the entire SBS organization which supports approximately $1 Billion in ADP revenue, 100,000 new client sales annually, 525,000+ existing clients, and 2,500 associates.
Failure to meet deliverables and drive improvements in the business can have a large impact on the overall financial performance of the business.
This role reports to the DVP of Service Operations.
Education: BA/BS in a technology or business related specialty, or the equivalent in education and experience, required. Advanced degree preferred.
Experience: Extensive experience in a high volume technology, support or a professional services management capacity, with in-depth knowledge of delivering a high quality experience.
Proven track record of successfully managing a growth business
Management experience: including planning, budgeting, cost control, profit
and loss responsibility, and associate development
Knowledge of the call center industry and technologies preferred.
Demonstrated knowledge of service technologies
Generic Skills: Proven skills in organizational direction, organizational time management,
goal setting, leadership and motivation, negotiation, interpersonal relations,
verbal/written communications and human resource management.
Must be a high potential individual
Must have ability to work under pressure of time constraints in a potentially
Must have keen ability to collaborate effectively with all cross-functional entities within SBS and other BU’s.
Ability to travel as expected.
ADP Skill/Competency Requirements:
Service Orientation/Client Focus