Job Description Summary

Job Description

The AC (ADMS) Support Delivery Manager is a senior leader with specific deep expertise in customer relations domain knowledge (Distribution) support process and technical software. This role is responsible for providing critical business operational leadership for strategic regional Vendor support delivery and performance. The manager works cross functionally at GEV to ensure delivery of high-quality support and long-term customer success. The primary responsibilities include developing and driving action plans to accelerate Vendor issue resolution maintaining vendor-to-customer communications and advocating for the customer to ensure the successful operation of GEV support with Vendor(s).

The AC (ADMS) Support Delivery Manager shall ensure that the Vendor is delivering the best possible support services coordinating with the regional support leadership TAMs and cross functional stakeholders in commercial sales and service delivery functions including partner and vendor community during the operation life of the GEV deployed solutions.

Serving as a primary point of contact between GEV Support and the Vendor managing performance and support delivery to enable and facilitate collaborative engagement aligned with customer and GEV Vendor SLA and SLOs. The successful candidate will be expected to engage directly in strategic Vendor reviews oversee operational Vendor performance delivery drive and own process improvement initiatives and work with the wider team to identify solutions that meet critical contractual SLAs.

Essential Responsibilities:

• GEV Vendor/Partner Performance & Customer Strategy both within and extending beyond Support:
  • Primary point of contact for GEV - Vendor support delivery across the region enabling escalation and wider cross functional engagement full lifecycle into and out of Vendor to GEV teams
  • Supporting the Vendor in managing daily priorities and providing leadership across product services and support functions to ensure customer success with OneGEV. Focused on delivering exceptional customer success in collaboration with identified Vendor.
  • Vendor reviews to ensure consistency of service delivery performance quality commitment and critical acceptance criteria is met
  • Contribution to M&S proposals especially concerning the analysis of customer requirements with the Vendor and the validation of quotations from the Vendor
• Operational Expertise Quality Delivery & Process Improvement including:
  • Vendor delivery metrics: On time delivery Backlog and span for support issues
  • Manage complex technical analysis leading RCA across Vendor and cross functional teams involvement in customer relations for matters related to the Vendor capabilities and performance
  • Proactively identifying & delivering Vendor/GEV process improvements managing Vendor requests & questions linked to GEV processes & tools
  • Leadership and collaboration with technical expertise within Vendor community Services & Engineering to ensure M&S commitments are met assessing resources & skills needs and driving demand planning with the Vendor
  • Ensure consistent application of M&S process collaborating within region to drive consistent repeatable best practice and where possible to influence global alignment
  • Partner with product and engineering segment leads to align support policies with Product Lifecycle Policies
• Commercial Support
  • Bid (ITO) into Software Support Interface: contributing to complex proposals
  • Enforcement of ITOOTR handoff points

Basic Qualifications:

• Minimum of 10 years working with Distribution utility customers support mission critical systems
• Bachelors degree from an accredited university or college; preferred Computer Science or in STEM Majors (Science Technology Engineering and Math) Masters Degree preferred
• Demonstrated record of delivering support services or managing vendor in Smallworld/GIS/telco/utility domain with at least 8 years experience in related Job Family or Function

Additional Qualifications

• Strong background in Support Service delivery with emphasis on vendor management and/or customer facing strategic leadership
• Customer orientated delivery leader with a sense of urgency delivering service excellent vendor management skills managing interactions to establish credibility and trust at senior level
• Strong and proven experience of working in a matrix organization
• Excellent oral and written communication skills and mastery of PPT Excel word
• Ability to simplify complex issues drive for creative and effective solutions
• Good management skills and proven team leadership ability

Desired Characteristics:

• Demonstrate strategic level skills in collaborating with different stakeholders influencing decisions and an ability to take strategic view
• Identify and address inefficient processes
• Appraise and articulate the value of what is most important to the customer and how GEV products and/or services can meet those needs as part of Vendor strategy
• Addresses all customer concerns/issues in a timely and satisfactory fashion
• External customer focus understanding business processes within Vendor framework

Additional Information

The base pay range for this position is 129600.00 - 162000.00 The specific pay offered may be influenced by a variety of factors including the candidates experience education and skill set. This position is also eligible for a 20% Variable Incentive Bonus. This posting is expected to close on August 1 2025.

*The Company pays a geographic differential of 110% 120% or 130% of salary in certain areas.

Healthcare benefits include medical dental vision and prescription drug coverage; access to a Health Coach a 24/7 nurse-based resource; and access to the Employee Assistance Program providing 24/7 confidential assessment counseling and referral services. Retirement benefits include the GE Retirement Savings Plan a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance adoption assistance paid parental leave disability insurance life insurance and paid time-off for vacation or illness.

General Electric Company Ropcor Inc. their successors and in some cases their affiliates each sponsor certain employee benefit plans or programs (i.e. is a Sponsor). Each Sponsor reserves the right to terminate amend suspend replace or modify its benefit plans and programs at any time and for any reason in its sole discretion. No individual has a vested right to any benefit under a Sponsors welfare benefit plan or program. This document does not create a contract of employment with any individual.

Additional Information