Pan European Printing Service Owner

Start Date: December 25

Duration: 1 year

Location: Brussels

Role Overview:

We are addressing a long-term legacy issue in IT service and delivery due to increasing concerns with print providers and incidents affecting logistics operations. The successful candidate will manage printing services, working closely with vendors to ensure efficient service delivery.

Key Responsibilities:

• Build and organize a support structure for the Business Service according to SLA.
• Understand high-level design, load, usage, and impact of Business Service.
• Map customers and endpoints.
• Ensure team and vendors follow release and change processes.
• Align releases with stakeholders, ensuring testing and clear execution steps.
• Submit PRBs timely and conduct RCA following TBP/TPS methodology.
• Lead MIM and crisis management.
• Prioritize CM implementation according to agreed timing.
• Ensure incidents are managed according to SLA and KPI.
• Monitor service quality using dashboards in Datadog.

Core Competency Skills:

1. Technical Knowledge of Print Infrastructure:
   • Strong understanding of printing technologies and device management platforms.
   • Knowledge of printer fleet architecture, monitoring tools, and firmware upgrade processes.
2. Service Design and Transition Planning:
   • Capability to design and transition services from legacy systems to managed print solutions.
   • Experience in estate discovery, usage mapping, and drafting cutover playbooks.
3. Stakeholder Communication and Collaboration:
   • Effective communication with vendors, internal teams, and service managers.
   • Management of escalation matrix and coordination with procurement and legal teams.
4. Analytical and Decision-Making Skills:
   • Ability to analyze usage data, incident trends, and service performance.
   • Prioritize backlog items and evaluate service KPIs.
5. Process Integration and Governance:
   • Ensure service processes are integrated into ITSM platforms and comply with governance standards.
   • Manage incident and request processes via ServiceNow and ensure compliance with SLA and billing mechanisms.