Global Director, Managed Services

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers – amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility – our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

This position provides overall direction and management for global infrastructure, server, network, and cyber security operations including implementation and ongoing technical support, for Rockwell Automation's Managed Services customers. You will have P&L accountability, work with customers and across Rockwell product teams to deliver reliable manufacturing operations and security services to over 400 customers.

You will have a globally dispersed team of approximately 150 employees dedicated to OT SOC/NOC capabilities, multiple 3rd party managed service providers, and variable staff in support of customer projects.

You will report to the Global Senior Director, Managed & Support Services.

Your Responsibilities:

• Delight Rockwell customers with world class OT/IT Build, Operations, and Security Services.
• Influence road maps of Rockwell Product teams with reliability, supportability, and security data from production environments, customer feedback, and the support burden on the Managed Services team.
• Drive efficiencies in operational and security processes to improve customer satisfaction and meet margin targets. This includes the continuous improvement of Operational and Security tooling, and creating business cases for tool investment.
• Drive best in industry processes for preventing and responding to operational or security incidents, working with business development teams to set and maintain SLOs/SLAs.
• Provide reporting and interface with customers on the effectiveness of the services and maintain healthy relationships.
• Drive and take ownership for developing connections with other teams (Capabilities, Customer Success, Sales…) that help deliver profitably with customer experience in mind.
• Day to day management and continuous improvement of Rockwell's global Remote Management, Incident, and Security Operations Centers.
• Provide effective and efficient utilization of resources to sustain customer systems and services required to meet customer expectations.
• Responsible for performance management and career development of all assigned personnel
• Focused leadership under high pressure situations including interacting with peers, internal customers, and vendors as necessary.
• Construction and management of MSP agreements
• Appropriately apply policies in compliance with government laws. Policies include but are not limited to: Standards of Business Conduct, Intellectual Property, Control Environment, Information Protection, ISO 9000 & 14000, government regulations (e.g. health, safety, quality and environmental), and functional policies published on the Rockwell Automation Information Network.

Leadership Responsibilities:

• Lead a team of security and operational engineers in the execution of Remote Monitoring, Support, and Incident Management service delivery. This will include defining, improving, and adherence to processes and methods across Rockwell Customers
• Responsible for ensuring accountability in global regions for 7x24x365 global coverage for support and monitoring Rockwell customers.
• Advocate for the customer and champion new initiatives; act as a catalyst of change and manage implementation of change effectively.
• Demonstrate principled leadership, sound business ethics and consistency among values and behavior; build trust with others through authenticity and follow-through on commitments.
• Draw upon knowledge and communication skills to influence others or facilitate resolution of a problem/business issue. Use negotiation skills when appropriate.
• Contribute to team efforts by providing industry and technical experiences and process expertise while working towards common goals.
• Value and support diversity in the workplace.

What you need to have:

• An obsession with the customer's business operations and experience with Rockwell's products and services.
• Understanding of IT/OT interfaces with the ability to see the point of view and satisfy the requirements from Manufacturing, CISO, and IT Operations.
• Deep expertise driving 99.99% availability across infrastructure, application, manufacturing, and support at scale
• Deep expertise managing Security Operations Centers and partnering with customers to reduce their risk profile.
• Strong, customer focused, communication skills and an appreciation for the requirements of high volume, high reliability, and high risk demands of manufacturing environments.· Bridge the IT/OT divide at Rockwell customer environments, driving ITIL processes wherever possible.
• Experience in continuous improvement.

The Essentials – You Will Have:

• Bachelor's Degree or equivalent experience
• Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• Ability to travel up to 25% of the time.

The Preferred – You Might Also Have:

• Bachelor's degree in computer science, Management Information Systems or Business/Accounting, MBA or MS/MA in related field a plus
• 8+ years of experience with Remote Monitoring and/or Network Infrastructure Operations and related project implementation and management.
• 8+ years of experience developing and managing an IT/OT team.
• Security certifications, such as ITIL, CISSP, CISA, CISM, SSCP, or similar a plus
• Experience with regulatory environments including Sarbanes-Oxley, Section 404 and governance frameworks including COSO, ITIL and ISO17799.
• Experience driving IT/OT solutions in large organizations, teaming with organizational groups and demonstrating the value of IT activities.
• Ability to solve large and complex issues which span organizational boundaries and work with a team to propose solutions.
• Must have experience with equipment backup, storage, and disaster recovery environments in a regionally diverse environment.
• Possess excellent written and verbal communication skills, presentation, and problem-solving skills.

This position is part of a job family. Experience will be the determining factor for position level and compensation.

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What We Offer:

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
• To learn more about our benefits package, please visit at www.raquickfind.com.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

Rockwell Automation is an Equal Opportunity Employer including disability and veterans.

If you are someone with a disability and you need assistance or reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.

We are an Equal Opportunity Employer including disability and veterans. 

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.