Service Delivery Manager - Hardware & Print Services
Salary undisclosed
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This role will be responsible to manage global delivery of hardware (end-user devices) and printing services for a 17,000-user organization. Ensure reliable, high-quality, and cost-efficient operations through strategic vendors (HP & Ricoh) while driving alignment with FrieslandCampina's IT teams and business objectives.
What we ask
- Bachelor's or Master's degree and a minimum of 8-10 years of experience in IT service delivery (design, build, operate) ideally in managed print services and or managed workplace services.
- Experience in project management methodologies and tools;
- Certified on ITIL processes and proven knowledge on internal (global) IT delivery.
- Strong Service Level Management skills, able to act as a firm counterpart with strategic vendors / managed service providers.
- The job location is Petaling Jaya, Malaysia.
What we offer
- Unique company culture of Dutch heritage and international presence.
- You’ll become a key part of our ongoing transformation and contribute to provide better nutrition for the world.
- You will be working with a wonderful team who are motivated to contribute and to live our purpose.
- Diverse development program to grow and enhance your professional journey.
- We offer you a competitive salary & benefits package.
- Opportunity to #UnleashYourNature.
Vacancy description
Service Operations
- Provide reliable and cost-efficient print service operations and performance, actively leveraging external best practices to enhance service quality.
- Ensure dependable hardware service operations, including hardware ordering, stock management, delivery, and orchestration for lifecycle management (LCM) and new demands.
- Oversee incident resolution, continuous service improvements, and proactive issue mitigation for both hardware and printing services.
Governance & Financial Administration
- Govern overall Managed Print Service and Hardware Service processes, ensuring accurate billing validation and financial administration.
- Maintain and improve CMDB data quality for workplaces and printers to support effective service management and reporting.
Stakeholder Engagement
- Collaborate with Local IT Service Delivery teams, and Country & Regional IT Business Managers/Directors to manage the demand, ensure customer satisfaction and deliver business value.
- Build strong partnerships with strategic vendors (HP & Ricoh) to ensure SLA compliance, address escalations, and foster innovation.
Strategic Contribution
- Contribute to FrieslandCampina's digital workplace strategy to enhance business services and ensure quality across internal and external stakeholders.
- Develop and implement lifecycle strategies for end-user devices and printing services to optimize costs and align with organizational sustainability and technology goals.
Performance Improvement & Reporting
- Actively seek and integrate external best practices to elevate service performance and user satisfaction.
- Provide regular performance & service related reporting & updates, highlighting improvement initiatives and service metrics to internal stakeholders.
User Experience
- Drive user satisfaction by addressing regional and business-specific needs while maintaining global service standards.
- Continuously identify and implement enhancements to improve user experience and operational efficiency.
Staying true to who you really are, that is your starting point at FrieslandCampina. Because it is precisely by embracing our differences that we can grow together. We want to create a working environment that allows all employees to bring their best and authentic selves. If who we are suits you, but you're not sure if you're the best fit for the role, we still encourage you to apply so we can help you find the role that fits you best.
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