Director – GBS Business Relationship Management for Process Automation

Honeywell • Houston, TX

3d • Hybrid

About The Position

The Director of GBS Business Relationship Management - Industrial Automation and Process Automation is a critical leadership role that will support the stand-up and effective functioning of the organization and will report to Michael Herberich, Sr. Director of GBS Finance – Business Relationship Management. The Business Relationship Management role connects Global Business Services (GBS) with business clients, stakeholders, and functional partners, building deep, trust-based partnerships that deliver measurable value beyond transactional support. Acting as a key contact for L2/3 leadership escalations, ensuring proactive and transparent communications. You monitor, route, and track customer requests, follow up to closure, and provide regular status reporting that highlights issues, trends, and risks. You align and manage SLA/KPI frameworks and ownership across SBG and GBS, track performance, and coordinate gap-closure actions with the relevant functions. You own customer feedback management and translate insights into tangible improvements in efficiency and service quality. You drive change management and communication strategies, maintain key customer-facing content, and ensure robust document control for customer-related materials and framework documentation. You facilitate joint SBG–GBS annual planning and forecasting cycles, contribute to strategic planning, establish roadmaps, and lead prioritization of new projects, enhancements, and issue resolutions. Through helpdesk analytics you identify and drive continuous process improvement. You engage with upstream functions (e.g., HR services, payroll, indirect sourcing/procurement, fleet) to resolve day-to-day issues, prevent recurrence, and strengthen overall business vitality and performance.

Requirements

• Experience in a leadership role supporting organizational transformation.
• Experience in connecting Global Business Services (GBS) with business clients, stakeholders, and functional partners.
• Experience building deep, trust-based partnerships that deliver measurable value.
• Experience acting as a key contact for L2/3 leadership escalations.
• Experience ensuring proactive and transparent communications.
• Experience monitoring, routing, and tracking customer requests.
• Experience following up to closure and providing regular status reporting.
• Experience aligning and managing SLA/KPI frameworks and ownership.
• Experience tracking performance and coordinating gap-closure actions.
• Experience owning customer feedback management.
• Experience translating insights into tangible improvements in efficiency and service quality.
• Experience driving change management and communication strategies.
• Experience maintaining key customer-facing content.
• Experience ensuring robust document control for customer-related materials and framework documentation.
• Experience facilitating joint SBG–GBS annual planning and forecasting cycles.
• Experience contributing to strategic planning.
• Experience establishing roadmaps.
• Experience leading prioritization of new projects, enhancements, and issue resolutions.
• Experience identifying and driving continuous process improvement through helpdesk analytics.
• Experience engaging with upstream functions (e.g., HR services, payroll, indirect sourcing/procurement, fleet) to resolve day-to-day issues, prevent recurrence, and strengthen overall business vitality and performance.

Responsibilities

• Act as a key contact for L2/3 leadership escalations, ensuring proactive and transparent communications.
• Monitor, route, and track customer requests, follow up to closure, and provide regular status reporting that highlights issues, trends, and risks.
• Align and manage SLA/KPI frameworks and ownership across SBG and GBS, track performance, and coordinate gap-closure actions with the relevant functions.
• Own customer feedback management and translate insights into tangible improvements in efficiency and service quality.
• Drive change management and communication strategies, maintain key customer-facing content, and ensure robust document control for customer-related materials and framework documentation.
• Facilitate joint SBG–GBS annual planning and forecasting cycles, contribute to strategic planning, establish roadmaps, and lead prioritization of new projects, enhancements, and issue resolutions.
• Identify and drive continuous process improvement through helpdesk analytics.
• Engage with upstream functions (e.g., HR services, payroll, indirect sourcing/procurement, fleet) to resolve day-to-day issues, prevent recurrence, and strengthen overall business vitality and performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed