SPO, Manager, Global Service Experience and Field Services

1 month ago

Parsippany NJ United States FM Global Full time

FM is a leading property insurer of the world's largest businesses, providing more than one-third of FORTUNE 1000-size companies with engineering-based risk management and property insurance solutions. FM helps clients maintain continuity in their business operations by drawing upon state-of-the-art loss-prevention engineering and research; risk management skills and support services; tailored risk transfer capabilities; and superior financial strength. To do so, we rely on a dynamic, culturally diverse group of employees, working in over 100 countries, in many challenging roles.

This is an in-office based position. There is flexibility to work in an FM office in any of the following office locations: Corporate Headquarters in Johnston, RI, Norwood Operations, Dallas Operations, Chicago Operations, Atlanta Operations or Parsippany Operations.

25% of Global Travel is required to respective offices dependent on business needs.


As the Senior Product Owner - Manager of Global Service Experience and Field Services at FM, you will have a unique opportunity to lead and innovate in the delivery of world-class technology experiences to our global workforce. Your responsibilities will include:

  • Partnering with global business leaders and technology teams to drive and deliver valuable solutions and improvements, ensuring outstanding service experiences for our internal employees.
  • Guiding and leading product owners and teams to successfully implement service level commitments and meet the priorities of those involved.
  • Collaborating with senior leaders and working alongside Strategy & Business Enablement partners to address business needs and achieve desired outcomes, while keeping track of progress and performance metrics.
  • Acting as a trusted advisor to department heads and business partners, providing expertise on enterprise technology experiences and solutions to enable efficiencies and improvements globally.
  • Managing a broad product and service scope, overseeing up to 5 teams and delivering valuable, quality, and timely technology service improvements and issue resolutions.
  • Collaborating with senior leaders and business partners to establish common goals, overcome obstacles, and achieve strategic objectives.
  • Building and managing relationships with senior business leaders globally, ensuring the delivery of high-value themes and resolution of issues.
  • Defining and aligning the vision and oversight for the product owner team(s) activities and priorities.
  • Developing, training, and coaching employees in new skills and identifying and developing future leaders.

To be successful in this role, you should have the following qualifications:

  • 10+ years of related work experience, with a background in infrastructure or technology management.
  • 10+ years managing multiple teams to drive operational excellence with service metrics.
  • Proven experience in establishing and cultivating partner relationships.
  • Strong executive reporting capabilities and experience managing people and corporate processes in service delivery.
  • Global experience is strongly preferred.

Skills

In addition to the qualifications mentioned above, the ideal candidate will possess the following skills:

  • Ability to successfully manage a staff, understanding customer needs and building strong relationships to fulfill those needs.
  • Excellent relationship management skills, including building trust, managing backlog of needs, and influencing multiple areas to meet partner needs.
  • Knowledge and experience with technology in a large corporate environment.
  • Familiarity with IT governance and regulatory needs and their impact on business operations.
  • Proficiency in IT service management and using data analysis to drive improvements.
  • Strong verbal and written communication skills, with the ability to articulate complex technical concepts in business terms.
  • Exceptional customer focus and relationship skills, with the ability to manage client expectations.
  • Demonstrated leadership skills, including the ability to motivate individuals and lead cross-functional project teams.
  • Adept at project management, with a proven track record of successfully organizing, planning, and completing projects that involve collaboration with both internal and external teams.
  • Analytical, problem-solving, and conceptual skills.

Education

  • 4-year college degree or equivalent work experience.
  • Equivalent experience in the field of business or technology is highly valued.

The hiring range for this position is $152,400 to $219,100. The final salary offer will vary based on geographic location, individual education, skills, and experience . We value our employees and offer a comprehensive Total Rewards program, including competitive salary, incentive plan, generous health and well-being programs, 401(k) and pension plan, tuition reimbursement, flexible work options, and more.

FM Global is an Equal Opportunity Employer committed to fostering an inclusive and diverse workforce.

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