Sr Director, Global Services – Security & Access Solutions

Honeywell; Atlanta (GA); Hybrid; USD 208,000 - 260,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) match

Flexible Spending Accounts

Health Savings Accounts

Parental leave

Paid time off

Paid holidays

Educational assistance

Job summary

Honeywell in Atlanta is seeking a Global Services Leader for Security & Access Solutions. You will oversee worldwide service operations, drive service excellence, and align with Regional General Managers to execute offering and market strategies.

The role reports to the President and operates on a hybrid work schedule. You will lead teams across Custom Solutions, PES, field services, and technical support, manage KPIs like SLAs and utilization, and champion digital transformation to deliver

Qualifications

• Extensive experience leading global service operations in security/tech.
• Strong knowledge of service management principles and best practices.
• Proven ability to develop and execute service strategies for growth.
• Experience coordinating cross-functional teams and global stakeholders.
• Familiarity with service technologies and field service software.
• Ability to align with Regional General Managers and regional leaders.
• Experience executing offering strategies within service operations.
• Strong focus on KPIs: SLA, utilization, productivity.
• Proven track record building competencies for connected offerings.

Responsibilities

• Lead and manage global service teams to deliver excellent customer service and performance.
• Oversee Custom Solutions, PES, field services, and technical support to ensure seamless delivery.
• Develop and implement service strategies aligned with business objectives.
• Drive continuous improvement to reduce costs and increase efficiency.
• Collaborate with sales, engineering, and operations for service integration.
• Maintain relationships with key customers and partners for long-term partnerships.
• Ensure compliance with industry standards and company policies.
• Align service initiatives with regional General Managers and market needs.
• Monitor SLA adherence, resource utilization, and productivity metrics.
• Build team competencies to enable connected, outcome-based services.

Skills

Global service leadership

Service management

Cross-functional collaboration

KPI management

Customer focus

Strategic thinking

Change leadership

Escalations handling

Education

Bachelor’s degree in Business, Engineering, or related field

Tools

Service management software

Customer support systems

Job description

As a Global Services Leader, Security & Access Solutions here at Honeywell, you will lead and oversee the global services operations within the Security & Access Solutions business, driving service excellence, operational efficiency, and customer satisfaction worldwide.

You will report directly to our President and you'll work out of our location on a Hybrid work schedule.

In this role, you will impact the strategic direction and execution of global service initiatives, ensuring that Honeywell delivers high-quality, reliable security and access solutions services that meet the evolving needs of our customers and support business growth. You will also work closely in alignment with Regional General Managers to ensure regional strategies and operations are integrated effectively with global service objectives, while executing and supporting the overall offering strategy.

KEY RESPONSIBILITIES

• 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

YOU MUST HAVE

• 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.

WE VALUE

• 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.

The annual base salary range for this position is $208,000-260,000. This position is incentive plan eligible. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate’s work experience, education and training, key skills, as well as market and business considerations.

In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package.

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

For more information visit: Benefits at Honeywell (https://benefits.honeywell.com/)

The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates

Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments - powered by our Honeywell Forge software - that help make the world smarter, safer and more sustainable.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.