Manager/Senior Manager
1 month ago
As a pioneer of the sharing economy, Brambles/CHEP is one of the world’s most sustainable logistics businesses and our culture is reflective of our people, our purpose, the experience people bring, and the experiences they have. Customer Experience and Transformation are Brambles/CHEP’s core priorities .
Manager, End User Platform Services is globally accountable for the end user technology platforms across the globe, defining the end user technology platforms roadmaps and driving their deployment and adoption. End user technologies include enterprise collaboration platforms as well as corporate and plant floor end user and IoT devices and their management (e.g. Manager, End User Platform Services has a direct impact to the end user experience, productivity and ultimately end user satisfaction and loyalty, therefore being a role model and driving service orientation focus by the team is essential for this role.
This role will report to the End User Technology Platforms and Services Lead.
Be a role model for customer focused IT service provision, leading and continuously improving a customer focused service delivery organisation. Ownership of end-to-end user experience for technology platforms, across Brambles.
Develop and maintain end user technology platform roadmaps for Enterprise Collaboration platforms such as Teams, Office 365, Messaging, Audio/Video, Digital Signage, etc.
Develop and maintain end user technology platform roadmaps for corporate and plant floor end user devices such as Wintel & MacOS PCs, Mobiles, Tablets as well as their management platforms (e.g. Develop and maintain end user technology platform roadmaps for IoT devices such as scanners, transponders, RFID, barcode readers, wearables, physical access and CCTV.
Lead and drive the deployment and adoption of end user technology platforms working closely with the End User Support teams to ensure a seamless end user experience.
Manage 3rd party providers where applicable, ensuring they deliver to agreed deliverables, within the agreed service levels whilst providing continuous improvement.
Build a highly performing team that regularly evaluates the skills and performance of team members ensuring each team member is assigned to the most appropriate role for their skills and capabilities.
Develop and execute and effective risk framework for the area of responsibility.
3rd party service providers
~ Bachelor’s degree in Computer Science, Information Systems, Business or related field, Masters preferred or equivalent combination of education/experience.
Strong understanding of the ITIL principles.
Commercial acumen to drive service value
ITIL Qualification
Significant End user technology platforms experience and dealing with senior stakeholders.
~ Significant previous experience in customer focused workplace services role.
~Proven success in improving the customer experience.
~ Experience successfully managing 3rd party service providers.
~ Stakeholder Relationship Management
Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management and drive service improvement.
Implements a communications strategy, including -but not limited to- handling of complaints; collection and dissemination of relevant information appropriately.
Third Party Supplier Relationship Management
Develops and manages contracts with suppliers to meet key performance indicators and agreed targets, taking account of information security of third parties.
Carries out benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed.
Is responsible for the management of 3rd party suppliers ensuring they deliver value to the agreed scope and service levels as well as the implementation of supplier service improvement actions and programmes.
End user technologies covering client services, messaging/collaboration and the adoption of support tools.
IT service management practices.
Essential Languages
~ English
This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Brambles and CHEP never conduct interviews via online chat or request money as a term of employment.
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