Join Parker Hannifin's Digital & IT Team located at our Global Headquarters in the suburbs of Cleveland, Ohio! We are actively looking for team members to join our Digital & IT team! A career at Parker offers a meaningful sense of accomplishment and boundless potential for professional and personal growth. You will work alongside the brightest minds in the world to develop innovative technology and products and contribute to our company's goal of solving the world's greatest engineering challenges. Through Parker's social responsibility programs, you will have opportunities to give back to the community and make a difference in the lives of others. We offer a competitive total rewards package, hybrid 4:1 work schedule, and a vibrant work campus with many amenities.

Position Summary

Manages a team of delivery analysts directing the requirement definition, user experience design and testing for platforms supporting customer service processes including telephony, case management and CTI. The role will manage the delivery process of defined customer service and quality solutions, partnering with the business, technical architects and development teams to support the design, development and implementation of customer service and quality solutions.

This position has direct reports

Works with Group and Division staff. Supervises technical resources including project leaders and technical analysts. Supports working relationships with Parker Service Leadership, Parker locations and technology vendors.

Essential Functions

* Directs the implementation and maintenance of systems and services providing essential enterprise business function, ex. major manufacturing functions, engineering services or office capabilities.

* Monitors the efficiency and effectiveness of these systems or services against the guidelines required to meet user requirements.

* Reviews and maintains the compliance of systems to standards to assure future flexibility and maintainability.

* Develops training methods and materials to educate users of enterprise systems.

* Advertises and promotes the availability and benefit of enterprise systems and encourages their adoption.

* Plans and schedules adoption of these enterprise capabilities at divisions.

* Provides consultation to locations in the understanding and evaluation of technology and its application to the business units needs.

* Identifies and recommends to senior management improvements that can be made to enterprise systems and services.

* Identify the need for and initiate recommendations for new or improved systems or services within the

* Enterprise framework to support division management.

* Recruit, train, and develop staff to deploy these services as required by the divisions.

* Assist with the development of yearly budgets to support the workload requested by the divisions.

Key Responsibilities

This role is subject to Export Control Restrictions (ITAR) and all applicants must be a U.S. Citizen, Permanent Resident, Refugee, or Asylee.

This position will be assigned to the following key information technology disciplines and/or services:

• Business Systems
• CRM - Service Cloud Solutions
• Telephony Platforms
• Quality Management Solutions
• Customer Sentiment Solutions
• Strategic Technology
• Telecommunications - Data
• Messaging (voice and/or email)

Knowledge, Skills and Abilities:

* Proven ability to collaborate with cross-functional partners in a large matrixed organization

* Comprehensive knowledge of information technology related to specific assignments, industry practices, regulations, and overall business operations.

* Ability to translate customer desires and projected requirements into information technology strategies and to develop solutions to customer problems.

* Specific area of assignment may require knowledge in specific or multiple products and tools. Able to provide leadership to other team leaders and professional staff.

* Thorough technical knowledge of software and hardware selection, implementation, and testing methodology.

* Ability to develop improved methods and systems and to effectively assess, lead, and implement continuous improvement in critical and/or high-impact areas.

* Knowledge of project management standards, methods and techniques, and internal budgeting and procurement processes.

* Ability to work on and understand problems from a broad, long-term perspective. Ability to analyze and interpret complex policies and detailed technical manuals and to recommend and implement changes to procedures.

* Ability to respond to significant inquiries from users.

* Ability to effectively and persuasively present information to top management, customers, and/or boards of directors.

* Ability to effectively demonstrate team leader competencies and participate in goal-setting, performance feedback, and self-development activities.

* Min 5-7 years of experience in a similar role designing and launching digital platforms and leading a cutting-edge digital operation with a variety of integrated capabilities.

* Exceptional communication, interpersonal, and influencing skills. Someone who exemplifies confidence and trust in all stakeholders.

* Proven experience in leading successful digital transformation projects.

* Ability to plan and execute long-term strategy around driving awareness, engagement, experience, and monetization.

* Significant change management experience in either turnaround or fast-growth situations, preferably both IT and B2B organization.

* Have an innovative and disruptive mindset, constantly looking forward

* Master degree for Digital/Information Technologies or Business (not required but preferred)

* Located in Cleveland, Ohio

The systems & IT tools include and are not limited to:

* Demand generation B2B platforms and data linkages

* CRM tools that link telephony, service and quality processes

* Customer database management system (one source of service and quality data) & customer relationship management tools

* Customer sentiment technology leveraging data from daily customer interactions as well as surveys measuring customer satisfaction with Parker

* Deep understanding of the data linkages between the tools and platforms to enable customer insight, retargeting and prevention of a single tool capability view

Qualifications

This role is subject to Export Control Restrictions (ITAR) and all applicants must be a U.S. Citizen, Permanent Resident, Refugee, or Asylee.

• University Degree (or international equivalent)
• Significant Managerial and Project Leader experience
• 10+ Years Experience in IT
• Professionalism: Excellence, timeliness and completeness of work, responsible; team attitude, quality of presentation.
• Managerial skills: Supervision and coaching, customer service, planning, organization, oral /written communication

Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. This position is subject to meeting export compliance eligibility requirements.

("Minority / Female / Disability / Veteran / VEVRAA Federal Contractor")

If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to http://www.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
and
http://www1.eeoc.gov/employers/upload/eeoc_gina_supplement.pdf