Digital Buildings Offer Success, Process owner and Performance leader, Connected Services Hub in Olney

A key member of the Connected Services Excellence team responsible for accelerating the integration, adoption and growth of Digital Buildings Connected Services within the CSH ecosystem, locally and globally. The role ensures that Buildings Services are embedded within the CSH operating model and drives global performance, scalability and business outcomes.

Primary Mission

• Define, deploy and continuously improve the framework that enables Digital Buildings Connected Services to be successfully designed, built, scaled, measured and optimized within the CSH business model.
• Drive the CSH operating-model transformation required for consistent, scalable and cost-effective Buildings and Ecostruxure Foresight delivery across Buildings, Power and Energy.

Key Responsibilities

• Operating Model design, governance and deployment: Define the best approach to strengthen Digital Buildings Connected Services into the CSH operating model at local and global levels. Establish governance, processes, roles and ways of working that support sustainable growth and operational excellence.
• Define how Buildings Services integrate into the broader Foresight operating model, including interfaces with Power, Energy, global and local CSH, countries, technical support and field service.
• Establish the End-to-end execution including CSH model, including accountability, handoffs, escalation paths, governance, service levels and customer-experience standards.

• Offer Success & Performance: Analyse new offers coming from the line of business and prepare for their readiness from a CSH perspective. Contribute to countries offer launches, attend launch gates, secure deployment success and business performance of Buildings Connected Services. Establish KPIs, performance reviews and continuous improvement mechanisms that deliver measurable outcomes in the run phase.
• Own CSH execution processes for agents, build success books and drive continuous improvement actions to drive the cost to serve down.

• Country Engagement & Local CSH Collaboration: Act as the primary interface to build strong partnerships with Global, local CSH and countries Buildings organization, understand local needs, support deployment, capture feedback and ensure global standards translate into successful local execution.
• Define the operating model and resource planning to execute optimally. Map Local execution capabilities embedded in Buildings country organizations and, with local Buildings leadership and global CSH, articulate their teams, roles and ways of working into the broader CSH operating model and service offers with a clear RACI.
• Define interfaces, governance, role boundaries, competencies, knowledge practices and performance expectations that align Local teams with global standards while retaining local customer proximity.
• Lead the transition from fragmented country practices to a harmonized and global execution model covering offer deployment, support processes, customer experience, performance and cost to serve.

• Foresight Integration & CSH Transformation: Own the CSH readiness and transformation roadmap for Foresight across Buildings, Power and Energy. Define the future CSH capability model, including the shift from siloed advisor teams toward shared, cross-offer or multi-module capabilities where valuable. Establish competency maps and learning roadmaps for CSH agents and advisors supporting multi-module Foresight services. Establish a consistent charge-back model and drive cost-to-serve improvements.

• Digital, Analytics & AI Enablement: Define reporting, analytics, automation and AI requirements that improve visibility, scalability and decision-making. Define associated platforms and tools to execute the offer as well as identify AI use cases to increase value and efficiency. Design the technical support model and knowledge management to cover all offers in the scope.

Success Measures

• Successful integration of Buildings Connected Services into CSH; adoption and growth across countries; achievement of business performance targets; customer satisfaction improvements; productivity gains; and adoption of standard operating practices globally.

Leadership Expectations

• Influence without authority, align global and local stakeholders, represent the voice of Buildings within CSH Excellence, and deliver measurable business outcomes through collaboration and execution excellence.
• Align local Buildings organizations and global CSH around a harmonized model while preserving appropriate local customer proximity and business context.

Experience & Profile

• 10+ years in Services (ideally Buildings), Digital Solutions, Operations, Business Excellence or Transformation.
• Proven experience leading global cross-functional initiatives in matrix organizations.
• Strong communication and influence skills as well as project management track record.
• Ability to drive change and adoption.