SR. MANAGER, END USER PLATFORM SERVICES

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. We operate in 60 countries, with over 12,000 people and 123 different nationalities. Customer Experience and Transformation are Brambles/CHEP’s core priorities.Position PurposeThe Sr. 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. PCs, Mobiles, Tablets, VDI, etc.).The accountability for the Sr. 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.Major / Key AccountabilitiesBe 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. InTune) and VDI platforms.Develop and maintain end user technology platform roadmaps for IoT devices such as scanners, transponders, RFID, barcode readers, wearables, physical access and CCTV.Manage vulnerabilities of all end user technology platforms ensuring the required security levels.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.Manage and continuously optimize the End User Technology Platforms budget ensuring it provides best value to the business.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.Recruit, develop, motivate, develop, and retain a competent and professional team in line with the Company’s HR procedures.Key ContactsInternalC level stakeholdersIT Leadership and PeersLeadership and Peers across the business areasRegional Leaders and TeamsExternal3rd party service providersVendors and PartnersQualificationsEssential 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 valueDesirable ITIL QualificationSIAM knowledgeExperienceSignificant End user technology platforms experience and dealing with senior stakeholders.Significant previous experience in customer focused workplace 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 KnowledgeStakeholder Relationship ManagementCollects 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 ManagementDevelops 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 KnowledgeEnd user technologies covering client services, messaging/collaboration and the adoption of support tools.IT service management practices.Essential LanguagesEnglishAs an inclusive employer, Brambles wants to see every candidate performing at their best throughout the job application process, interview process and whilst at work. We therefore encourage you to inform your Talent Acquisition Partner of any reasonable adjustments you might need to enable this to happen.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 recruitment@brambles.com