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End User Technology Platforms and Services Lead

4 months ago

Addlestone, United Kingdom Brambles Full time

Description

Position Purpose

This role will lead and be accountable for the end user technology platforms and services across the globe covering end user technologyplatforms roadmaps and deploymentsas well as the end user support via the IT Service Desk and the on-site teams. The end-to-end accountability for the end user technology platforms and services empowers the role to have a significant impact to the end user experience, productivity and ultimately end user satisfaction and therefore is instrumental to Technology Platformsto deliver fit for purpose IT services to Brambles.

Will lead and drive two highly customer driven teams responsible for developing and maintainingend user technology platforms (end user devices, VDI and collaboration tools and infrastructure)as well asproviding end user support (service desk and on-site support).

This role will report to the VP Technology Platformsand is part of the Technology Platforms strategic leadership team. In conjunction with its peers for IT infrastructure services, IT service management and governance this role will strongly influence the roadmap to transform the way IT services are provided and supported within a democratized IT organisation.

Qualifications

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. Customer focused and is driven to achieve business value relevant outcomes. Works effectively and collaborate with purpose with a wide variety of people. Organised and able to plan effectively. Manages multiple competing demands on time. Drives results & is motivated to improve. Commercial acumen to drive service value. ITIL Qualification. SIAM knowledge.

Experience

Significant customer services experience and dealing with senior stakeholders. Significant previous experience in customer focused IT services role. 5+ years’ experience managing and developing technical teams across multiple cultures & global locations. Proven success in improving the customer experience. Experience successfully managing 3rd party service providers. Experience working within a matrix structure.

Skills and Knowledge

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; problems and issues; managing resolutions; corrective actions and lessons learned; 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.

Technical and Business Knowledge

End user technologies covering client services, messaging/collaboration and the adoption of support tools. IT service management practices.

Essential Languages

English

Preferred Education

Bachelors

Preferred Level of Work Experience

5 - 7 yearsHybrid Remote

We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. 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.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at