Sr Business Operations Engineer

Job Description Summary

The Sr Staff Business Operations Engineer leads day‑to‑day operational execution for the Hosting Service Governance team, driving customer adoption and high‑quality delivery across a broad project portfolio. This role ensures the team has the facilities, tools, resources, and skills to meet commitments while maintaining strong governance, metrics, and continuous improvement. The position is deliberately fluid and customer‑driven, working closely with partner teams to pivot services and service models in response to evolving needs from key customers.

• Own the roadmap and lifecycle for technology service items; define ROI for enhancements; align services to STS CMMI standards and manage the full CMMI lifecycle.

• Keep governance structures flexible to enable rapid service pivots based on customer priorities.

• Serve as liaison to DT Service Now on standards, guidelines, and best practices.

• Lead Hosting service roadmap and lifecycle within Service Now

• Track delivery across multiple concurrent projects; remove impediments; ensure capacity, tooling, and skills are in place.

• Drive adherence to SLAs/OLAs and operational KPIs; evolve processes, dashboards, and rhythms to improve Safety, Quality, Delivery, and Cost.

• Partner with partner teams and service owners to align priorities and manage risk.

• Facilitate service enhancements and flexible consumption models that enable partner teams to respond quickly to changing customer demand.

• Help shape and support the operating model for Hosting services.

• Develop options in how services are delivered and consumed (e.g., tiers, on‑demand capacity) to better match financial and customer objectives

• Support Finance and operational teams within Hosting in delivering customer value

• Champion a passion for customer success. Promote the daily focus on customer outcomes as a differentiator

• Collaborate with various stakeholders, influencing decisions to align to customer goals

• Use deep expertise and experience in Operations, Applications, Client Services, and Service Management to manage multiple concurrent projects forming a program strategy

• Ability to lead day‑to‑day IT operation issues, drive support team to resolution. Be focal person to support our customers' needs

• Beyond driving day‑to‑day operational tempos and rigor - has responsibility to coordinate activities for strategic business rhythms including Growth Play Book: long term strategic plan;
  Session II & Op Planning

• Provide leadership in analyzing impacts/ leverage new technology frameworks like Cloud, Automation, Machine learning, analytics etc., industry trends/changes to establish the appropriate options

• Drive changes to organization strategy, operational processes & frameworks line with overall business goals

• Development, simplification and control of processes and procedures to ensure effective compliance to organizational policies and goals

• Leadership and mentoring of IT program managers, business partners and vendors to establish a sustainable and effective operating framework

• Manage any IT vendors and coordinate with the global team on standards, initiatives and customer escalations

• Develop and track comprehensive project plans, perform risk mitigation, issue resolution and manage execution coordinating with GE program, support, architecture, implementation teams and other third‑party providers

• Ensure conformance to all applicable GE standards policies and guidelines

• Operational reporting/communication, reviews/formulation of corrective actions working directly with stakeholders

• Leverage your domain expertise; you are expected to further the knowledge and improve productivity of your colleagues with activities such as creating learning content, giving presentations, and supporting a continuous learning culture

• Use disciplined approaches to monitor team progress via effective information dashboards for program velocity, burn‑up, defect tracking, quality and compliance

• Ensure that expectations are met and ensure high customer satisfaction levels through established performance metrics

• Bachelor’s degree from accredited…