Senior Director, Global Services – Security & Access Solutions

Honeywell

Global Services Leader at Honeywell overseeing security and access solutions operations for customer satisfaction and operational excellence. Leading cross-functional teams and developing service strategies.

Posted 7/17/2026full-timePittsford • New York • 🇺🇸 United StatesSenior💰 $208,000 - $260,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading global service operations, with a strong focus on developing and executing service strategies that enhance customer satisfaction and drive business growth. Proven ability to manage cross-functional teams and optimize service delivery through continuous improvement initiatives and effective KPI monitoring.

Highest-signal resume keywords

Global Service Operations LeadershipService Management PrinciplesKPI Monitoring and ImprovementCross-Functional Team CollaborationCustomer Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Strategy DevelopmentSLA Compliance MonitoringField Service Management SoftwareDigital TransformationData Analytics

Soft Skills

Strategic ThinkingProblem-SolvingChange ManagementCustomer FocusCollaboration

Tools & Technologies

Customer Support SystemsService Technologies

Industry Keywords

Security IndustryAccess ControlTechnology SectorOperational PerformanceContinuous Improvement

About the role

Key responsibilities & impact

Lead and manage global service teams to deliver exceptional customer service and operational performance.
Oversee global services teams including Custom Solutions, Project Engineering Services (PES), field services, multiple levels of Technical Support, and strategic operations to ensure seamless service delivery.
Develop and implement service strategies that align with business objectives and enhance customer satisfaction.
Drive continuous improvement initiatives to optimize service delivery, reduce costs, and increase efficiency.
Collaborate with cross-functional teams including sales, offering management, engineering, and operations to ensure seamless service integration.
Manage relationships with key customers and partners to foster long-term service partnerships.
Ensure compliance with industry standards and company policies in all service activities.
Align service strategies and execution plans with Regional General Managers to support regional business goals and customer needs.
Facilitate regular communication and collaboration with Regional GMs to synchronize service initiatives and share best practices.
Execute and support the offering strategy by ensuring service delivery aligns with product and market positioning.
Focus on key performance indicators (KPIs) including Service Level Agreements (SLAs), utilization rates, and productivity enhancements to drive operational excellence.
Monitor, analyze, and report on SLA adherence, resource utilization, and productivity metrics, implementing corrective actions as needed.
Create and develop internal team competencies and skill sets to enable migration towards connected, outcome-based offerings.
Identify skill gaps and implement training and development programs to build capabilities in digital technologies, data analytics, and connected services.
Champion a culture of innovation and continuous learning to support transformation towards outcome-based service models.
Serve as the single point of escalation for customer issues, ensuring timely resolution and maintaining a strong customer focus throughout all service interactions.
Build and maintain strong customer relationships by understanding their needs and delivering solutions that exceed expectations.
Introduce AI in all aspects of service delivery to augment internal staff capabilities and enhance overall customer experience.
Partner with IT teams in support of various tools and processes to streamline operational efficiency for Services personnel.

Requirements

What you’ll need

Extensive experience leading global service operations in the security, access control, or related technology industries.
Strong knowledge of service management principles and best practices.
Proven ability to develop and execute service strategies that drive customer satisfaction and business growth.
Experience managing cross-functional teams and collaborating with multiple stakeholders globally.
Familiarity with service technologies, field service management software, and customer support systems.
Demonstrated ability to work effectively in alignment with regional leadership such as Regional General Managers.
Experience in executing and supporting offering strategies within service operations.
Strong focus on KPIs related to SLA compliance, utilization, and productivity improvements.
Proven experience in building team competencies and driving skill development for connected and outcome-based service offerings.
Demonstrated customer focus with experience serving as a single point of escalation for customer issues.
Bachelor’s degree in Business, Engineering, or a related field.
10+ years of experience in global service leadership roles within security or technology sectors.
Strong strategic thinking and problem-solving skills.
Ability to drive change and lead teams in a fast-paced, dynamic environment.
Excellent knowledge of global market trends and customer needs in security and access solutions.
Experience collaborating closely with regional business leaders to align global and regional strategies.
Proven track record in supporting and executing offering strategies to enhance service delivery and business outcomes.
Demonstrated success in monitoring and improving KPIs such as SLA adherence, resource utilization, and productivity.
Experience in designing and implementing competency development programs focused on digital transformation and connected services.
Strong customer orientation and proven ability to manage escalations effectively, ensuring customer satisfaction and retention.

Benefits

Comp & perks

employer subsidized Medical, Dental, Vision, and Life Insurance
Short-Term and Long-Term Disability
401(k) match
Flexible Spending Accounts
Health Savings Accounts
EAP
Educational Assistance
Parental Leave
Paid Time Off (for vacation, personal business, sick time, and parental leave)
12 Paid Holidays