Job Information

AVEVA is a global leader in industrial software. We connect people with trusted information and insights to drive responsible use of the world's resources. Over 90% of leading companies in twelve industrial sectors rely on AVEVA's solutions to help them deliver life's essentials: safe, reliable energy, food, infrastructure, transportation and more. Our business strategy is focused on moving from a traditional software licencing model to Cloud based solutions that enable our customers to easily adapt to market changes and adopt new practices in their organisations. To support the strategic goals of AVEVA, the role of Customer Support Process Owner in Business Operations, is tasked with documenting and communicating our Customer Support processes based on a process classification framework (APQC or similar) using the AVEVA business process framework particularly focused on improving productivity, reducing manual effort, driving process improvement and automation, and improving the overall commercial outcomes for AVEVA. This role will provide dedicated ownership and focus on the management for the business process flows from order fulfilment, customer success and technical support services to drive sustainable improvements to our customer and employee experience, and also provide recommendations to future state process management/workflow solutions. This role reports into the VP Programs and Planning who reports to the SVP Global Business Operations and supports setting, documenting, and communicating the AS-IS processes and the vision for TO-BE processes and will be responsible for documenting and establishing cross functional business processes to support the business outcomes., Process Documentation and Development

• Document and Improve business processes using the agreed AVEVA business process management framework standards.
• Provide input into Business and Transformation business programs to drive consistency in future processes.
• Understand key process activities that relate to the Business metrics that drive overall productivity and commercial outcomes.
• Work with other Global Process Owners to assess resource availability and capacity to operate the processes creating investment business cases and recruiting where required.
• Work closely and consult with other Global Process Owners to ensure cross process issues and changes impacting process handshakes are resolved collectively
• Support, maintain, and communicate policy, processes, procedures, and controls in conformance to AVEVA's business process management framework
Performance
• Ensure all business processes have documented Objectives, Service Level Agreements (SLA's) and Performance Indicators (PIs)
• Ensure that all AVEVA stakeholders are fully aware of their process obligations
Transformation and change
• Seek the sign off on design decisions (including localisations), Process maps, Standard Operating Procedures (SOPS), Policies, and Control documentation
• Drive and support enabling technology teams and business change teams to configure, test and launch enabling technology and implement business process changes
• Design and implement any interim / transition process changes required
• Align process changes with other planned changes, escalating as necessary to Transformation Office
Key stakeholders
• VP Programs and Planning
• Finance and Legal
• Global Business Operations Teams
• Global Process Owners
• Global Change Management Teams
• AVEVA Transformation Office
• IT
• Commercial Operations
• Marketing
• Sales
• Other AVEVA Teams as required
  
  Experience in selecting and implementing process classification standards for Customer Technical Support and Success teams in a global organisation.
• Experience in E2E process management and how the processes improve the Customer Experience through the development of future orientated process and workflow tools.
• Design, develop and implement standardised Business Processes, Policies, Procedures, and the associated Control documentation.
• Strong English language capability
• Ability to communicate clearly at a leadership level
• Able to operate comfortably at a detailed as well as a strategic level
Technical / professional qualifications
• Tertiary qualifications in Business, Marketing, IT, or equivalent (Optional)
• Process Certification, i.e., Certified Business Process Professional (CBPP) or, Six Sigma Black Belt, etc
  
  AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals and minerals - safely, efficiently and more sustainably.
We're the first software business in the world to have our sustainability targets validated by the SBTi, and we've been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We've also recently been named as one of the world's most innovative companies. If you're a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at AVEVA Careers (https://www.aveva.com/en/about/careers/) ., AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business. Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world. Empowering you with pioneering tech AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals and minerals - safely, efficiently and more sustainably. We're the first software business in the world to have our sustainability targets validated by the SBTi, and we've been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We've also recently been named as one of the world's most innovative companies. If you're a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at AVEVA Careers (https://www.aveva.com/en/about/careers/) .