Beschreibung
Role Purpose:
In charge of the entire PCLCM (PC Lifecycle Management) service for all desktops and laptops for the company globally
Responsible for the liaison between the chosen hardware vendors, the architectural and product/operations service teams, the relevant country organisations and any other relevant internal or external organisations which is related to the PCLCM service
Responsible for ensuring that the internally and externally sourced IT services for PCLCM are aligned with business needs and are delivered in accordance with customer Service Level Agreements to the company's IT Standards and in line with industry best practice.
Responsible for the service life cycle management of PCLCM which includes service & technology life cycle management and roadmap, architecture, service level management & process improvements, demand & capacity management, innovation, supplier & contract management, benchmarking, pricing and catalogue management, etc
Main Tasks:
- Manages and coordinates computer operations activity to ensure rapid, accurate, and efficient data processing of organization's workload.
- Plans and develops policies and procedures for carrying out computer operations. Builds systems capability that reflects the highest state of technical sophistication consistent with the corporation's needs and budget.
- Focused on processes and defining frameworks to structure IT-related activities and the interactions of IT technical personnel with business customers and users.
- Manages the PCLCM service portfolio offered to customers. (Leads decisions to add, freeze, modify or discontinue the service or services within the tower.)
- Responsible for overseeing the service delivery team, ensuring the coordination of this team in overall planning activities, service delivery and issue resolution.
- Ensures the forecasting process, timelines and quality are met from the company's as well as the supplier's perspective for all aspects of the PCLCM service
- Ensures regular communication, information and training of the locally in charge people for PCLCM
- Ensures that all supporting components of the PCLCM service, including any associated SLAs, OLAs and UCs are aligned and managed as an integrated service.
- Responsible for the overall continuous improvement, cost reduction and performance of the PCLCM services.
- Is responsible for the budgeting and resource allocation for the PCLCM service(s) for which he/she is responsible.
- Periodically monitors and reviews performance against the SLA/OLA of the PCLCM service portfolio (backlog management)
- Plans and negotiates with SDMs and relevant SIMs to establish the overall PCLCM service(s) and the associated characteristics of service(s) needed.
- Collaborates with the IT Sourcing Organization to establish and update the PCLCM services pricing strategy.
- Collaborates with the Sourcing Organization on PCLCM supplier management and establishes/reviews/approves key contracts with external service providers, as needed
- Negotiates key PCLCM SLAs/OLAs, as needed and gets them approved
- Establishes/Updates/Approves the PCLCM Service Catalog entries, as needed
- Shall oversee (or chair a committee that oversees) continuous PCLCM service improvement initiatives associated with ITIL core processes.
Main Skills:
Accuracy of forecasting and running supply chain, Customer feedback on PCLCM service
Cost reduction results
Alignment of IT Services with business and IT strategy.
Operational excellence: measurement through BSC/KPIs and customer satisfaction surveys.
Closeness/integration with business function: be personally accepted by business management.
Achievement of agreed targets in terms of quality, time and cost.
Achievement of service levels corresponding to industry best practice (price/performance etc.)
Achievement of modern technology and operations concepts according to industry best practice
Experience:
5-10 year experience in managing a globally spanned service preferably in the IT hardware area
Extensive experience in working in an international environment as a service manager
Excellent English language skills both written and oral
Excellent negotiating skills
Continuously drives to enhance the existing service to improve quality and reduce cost for the customer benefit
Knowhow and interest in the desktop ad laptop market, the global and future trends in the industry in this area and generally interest in the area of IT end user device
Ready to travel globally
Location: Basel - Switzerland
Duration: 2.4.2012 to 31.12.2021 (with option for extension)
Hourly rate: CHF 50.- through our payroll system/or CHF 65.- contractor rate with own limited Swiss company.
For further information, please send us your updated CV with availability and contact details.