What you will do
The EMEA regional IT Customer Monitoring Centre (CMC) leader is an experienced professional responsible for managing regional CMC delivering teams in alignment with global CMC strategy and standards. Responsibility for operational, technical oversight and alignment for IT teams in Germany, Switzerland, United Kingdom. By partnering with the business IT regional teams, end-users, technology and support groups, this leader ensures all incidents are analyzed, resolved and reported back within the promised time frames. This position is tactically self-directed within the region. Strategic coordination is conducted with and directed by the JCI IT Global Operations & Technologies team. This role communicates effectively with internal and external clients to identify needs and evaluate alternative technology solutions and strategies. This position is the primary operational point of escalation for all EMEA Business Unit CMC service needs.

How you will do it
- Ensure CMC system uptime and availability
- Execution and support of a business-driven strategic plan that meets Infrastructure requirements for the enterprise. This plan will be aligned with the Global strategies and directions from Executive leadership.
- Assists in the evaluation and piloting of new and emerging technologies, tools, methods and techniques in coordination with the Director of Global CMC.
- Implementation of Signal, Monitoring technologies across EMEA.
- Provides consultation to the Business Units on CMC technologies as required.
- Oversight, stewardship and technical vendor management responsibilities for Partners and Suppliers where applicable.
- Responsible for simplifying services and optimising cost.
- Defines, prioritises, schedules and monitors infrastructure initiatives within the enterprise.
- Performs as internal consultant to business units & IT staff.
- Adheres to all current Changes and Problem management policies and procedures.

What we look for
- Proven track record and experience in the CMC (Customer Monitoring Centre, Alarm Receiving Centre) related industry.
- Five or more years of progressive leadership experience in leading cross-technology teams and enterprise wide programs, operating and influencing effectively across the organisation and within complex contexts.
- Experience in achieving quantifiable results by designing & tracking strategic metrics and scorecards.
- Fluent English language skills required - additional languages a plus
- Strong interpersonal skills. Ability to work across multiple cultures and users/personas to influence and drive a pro-active mindset / prevention of e.g. user related issues by improved technology adoption.
- Empathy for and identification with the leaders and employees in the organisation affected by IT incidents. Strong service ethic.
- Demonstrable leadership. A proven track record of successfully resolving issues, or even better, apply lean six-sigma to reduce issues through a pro-active IT Ops culture.
- Analytical skills. Outstanding analytical, ability to prioritise and quickly resolve problems.
- Excellent oral and written communication skills. These skills will be used to explain digital concepts and technologies to users so technology is adopted and used properly.
- Effective leadership skills. These skills include team building, consensus building, the ability to balance team and individual responsibilities, and achieving goals through others not directly under the leader's supervision, by working ethically and with integrity.
- Digital dexterity with consumer gadgets, apps, service management tools and other technology services, along with the vision to see how they can improve employee IT ops proactive mindset, agility and engagement.
Travel required: 10-20% regional/international as required

Senior Manager - Customer Monitoring Centres (CMC) - EMEA

Senior Manager - Customer Monitoring Centres (CMC) - EMEA