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Service Management & Transformation Supervisor - Kiewit Technology Group

Location: 

Omaha, NE, US

Requisition ID: 135200 

Job Level: Mid Level 

Department: Information Technology 

Market: Corporate Home Office 

Employment Type: Full Time 

Position Overview

As a Technology Group Supervisor, you will help design and supervise the newly established organization focused on service management & transformation.  Your focus will be on communication and change management, and leading a team rooted in providing best-in-class customer experience.  You will ensure delivery of standardized processes through an integrated system and optimize self-service and automation opportunities.  You will represent the voice of customers and stakeholders in shaping and continuously supporting a culture of process improvement and innovation.  This role will allow you to partner with functional service delivery owners to ensure solutions exist that enable efficient and effective business outcomes.  

District Overview

Kiewit Technology Group’s (KTG) mission is to deliver project schedule and cost certainty by employing technology designed by and for the construction industry. Our team deploys apps to the field that increase profitability by maximizing the way we use our people and resources in daily operations. KTG uses the Kiewit Management System (KMS), which includes systems and tools that manage every part of Kiewit’s business and lifecycle of a project, to improve planning and day-to-day execution in the field by giving our people real-time data to make faster, smarter decisions. Every day our employees make an impact the efficiency of the iconic projects Kiewit builds and you can too.

Location

This position will be based out of our Kiewit Business Center at 12720 I Street. This is a shared service center in a professional office setting.

Responsibilities

  • Lead operations of service delivery center, including development of team members, processes, goals, and objectives to meet business requirements
  • Partner with manager in driving operational service levels, efficient workflows, and reporting
  • Focus on continuous improvement of KPIs
  • Identify trends in inbound volumes and analyze, identify root causes, and develop action plans to maximize customer satisfaction
  • Leverage customer data insights to influence strategies that drive prioritized service, process, and technology solutions
  • Map the customer journey and find opportunity areas while continuously evolving to meet the needs of stakeholders
  • Partner with functional delivery teams to ensure operational standards are consistently deployed to drive employee and customer experience
  • Enhance individual and team success through continuous evaluation, constructive coaching, and results oriented motivation
  • Ensure team members understand roles and responsibilities and articulate clear performance goals for direct reports via frequent performance measurement feedback
  • Lead and motivate team to ensure consistent service and seamless execution throughout the organization
  • Identify and assist in the development of training materials and training of new team members 
  • Act as the key point of contact for the team; manage the work intake, prioritization, and delivery roadmap
  • Ensure all primary escalations are managed and addressed with the appropriate sense of urgency, using judgement to escalate to the manager when necessary
  • Demonstrate flexibility by adapting to a fluctuating work environment and handling all situations that arise

Qualifications

  • Previous leadership experience in a multi-functional fast paced environment
  • Possesses excellent knowledge and passion for the delivery of customer satisfaction 
  • Able to deliver on specific needs of all stakeholders while maintaining focus on standardization
  • Understand principles of how to monitor, measure, and benchmark service delivery analytics
  • Must be able to communicate well, with ability to influence vertically and horizontally across the company
  • Ability to navigate an agile project while maintaining lean principles
  • 4-year degree, preferred

 

Additional Requirements:

  • Absent an approved exemption, due to federal, state, local, provincial and/or client-requirements, this position may require an individual to be fully vaccinated by an FDA-approved or authorized COVID-19 vaccine or undergo weekly testing upon hire and as a condition of continued employment.


We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.


There’s no limit to what you’ll work on at Kiewit. With contracts in different markets and geographic areas, you’ll tackle new challenges all the time. Whether you’re building a facility that can turn water into power or engineering safer infrastructure networks, you’re bound to push the limits of innovation in new and exciting ways.

With Kiewit, you’ll have the potential to work on a variety of projects in seven major markets. From railroads to tunnels, renewable energy to biofuels, you’ll be part of a mission that’s bigger than you can imagine. 

Here, you’ll team up with market experts and gain cross-functional experience — all while helping people across the globe live better.

We offer our fulltime staff employees a comprehensive benefits package that’s among the best in our industry, including top-tier medical, dental and vision plans covering eligible employees and dependents, voluntary wellness and employee assistance programs, life insurance, disability, retirement plans with matching, and generous paid time off.


Nearest Major Market: Omaha
Nearest Secondary Market: Council Bluffs

Job Segment: Service Manager, Manager, Construction, Change Management, Business Process, Customer Service, Management, Engineering