IT Service Manager - Device Lifecycle Management EUROPE (F/M/D)

Mission Statement: As the IT Device Lifecycle Management (DLM) Regional Lead, you will be the custodian of the DLM service for your region, overseeing all critical aspects including forecasting, fulfilment, procurement, portfolio management, and hardware/IT asset management (ITAM). Your leadership will ensure that the DLM service operates effectively, meeting SLAs and delivering high-quality service across regional operations. You will act as the primary escalation point for any regional issues, maintain key relationships with both internal and external stakeholders, and drive continuous improvement initiatives.

This role is pivotal in ensuring the successful management and evolution of the IT Device Lifecycle Management service in your region. As a leader, you will oversee the key aspects of service delivery, engage with stakeholders, and contribute to global service improvements, driving both operational efficiency and customer satisfaction.

How you'll make an impact:

• Oversee all aspects of the DLM service within your region, including forecasting, fulfilment, procurement, portfolio management, and hardware/IT asset management (ITAM). Ensure that these processes are aligned with global standards while meeting regional needs and requirements.
• Ensure the DLM service operates efficiently and effectively within agreed SLAs, meeting the required quality standards. Monitor performance, identify any issues, and implement solutions to ensure continued service excellence.
• Serve as the primary escalation point for any issues or concerns within the region. Take proactive steps to address and resolve regional issues, collaborating with relevant stakeholders to ensure timely resolution.
• Foster and maintain strong working relationships with internal stakeholders (e.g., IT Global teams, regional teams) and external vendors including our OEM and logistics partners. Ensure effective collaboration and communication to meet regional objectives and resolve any challenges.
• Represent the region in all DLM-related matters, acting as the voice of the region for internal and external stakeholders. Provide regular updates on service performance, challenges, and opportunities for improvement to the Global DLM Service Owner.
• Identify opportunities for continuous improvement within the region, and contribute to global DLM improvements. Collaborate with other regional leads, the DLM Centre of Excellence (COE), and other teams to identify and implement enhancements to service delivery, processes, and performance.
• Work closely with other regional leads and the Center of Excellence (COE) to shape and improve the overall DLM service. Share best practices, align strategies, and ensure consistency in service delivery across regions.
• Lead and manage the regional DLM squad made up of a Regional DLM controller and DLM support specialists, providing direction, support, and guidance to ensure that team members perform at their best. Ensure effective collaboration, skill development, and resource management within the regional team.

Your Background:

• Bachelor's or Master’s degree in relevant field.
• Minimum 10 years of experience.
• Hands-on experience with Service Now, PowerBI & CMDB.
• Proven ability to build and maintain strong relationships with customers, stakeholders, and vendors, ensuring customer satisfaction and effective service delivery.
• Excellent verbal and written communication skills, with the ability to clearly convey complex information and updates to various stakeholders, including leadership.
• Able to navigate a complex global model with multiple stakeholders across many countries, ensuring alignment and coordination.
• Strong analytical mindset with the ability to assess data, identify trends, and communicate progress, issues, and status for the service clearly and effectively.
• Previous experience in Device Lifecycle Management (DLM) or related IT asset management roles is highly preferred but not essential.
• Proven ability to lead teams, manage people, and drive performance, fostering collaboration and innovation across cross-functional teams.
• Strong troubleshooting and problem-solving skills to identify root causes of issues and take action to resolve them in a timely and efficient manner.
• Ability to drive and manage change initiatives in the region, contributing to the continuous improvement and evolution of the DLM service.
• Proficiency in both spoken & written English language is required.

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