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IT Service Manager - Print & Scan

Location: Arese, Milano, Italy
Job ID: R0048271
Date Posted: Jun 19, 2024
Segment: Green Energy & Mobility
Business Unit: Hitachi Energy
Profession (Job Category): IT, Telecom & Internet
Job Type (Experience Level): Experienced
Job Schedule: Full time
Remote: Yes

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Key Responsibilities:

Strategic Planning:

  • Develop and execute a comprehensive print services strategy aligned with the organization's goals and objectives
  • Continuously evaluate and adjust the strategy to meet changing business needs and emerging technologies.

Print Infrastructure Management:

  • Agree the design and oversee the implementation & maintenance of the enterprise print infrastructure, including printers, print servers, and associated software systems.
  • Ensure that print infrastructure meets performance, availability, and scalability requirements.

Service Level Management:

  • Define and maintain service level agreements (SLAs) for print services.
  • Monitor key performance indicators (KPIs) to track service effectiveness and identify areas for improvement.

Vendor Management:

  • Manage relationships with print service vendors (currently hardware – Canon; software and configuration – HCL) and suppliers.
  • Procure print hardware and software solutions, participate in contract negotiations, and evaluate vendor performance.

Customer & Consumer Management:

  • Manage IT customer relationships and end user consumers to understand ongoing print service requirements globally.

Security and Compliance:

  • Implement security measures to protect sensitive information transmitted through print services – as per agreed design.
  • Ensure compliance with regulatory requirements and industry standards related to print security.

User Support and Training:

  • Ensure the right levels of technical support and knowledge articles are available for end users to drive best practices and resolution of printing issues.
  • Develop and deliver training programs to educate users on efficient printing techniques and how to use printers in line with security protocols (e.g. secure “follow-me” printing).

Cost Management:

  • Optimize print services to minimize costs while maximizing efficiency and productivity.
  • Identify opportunities for cost savings through consolidation, automation, and process improvement.

Continuous Improvement:

  • Lead initiatives to enhance the print environment through technology upgrades and process optimizations.
  • Solicit feedback from stakeholders and implement improvements based on their input.

Qualifications & Experience:

  • Proven experience managing enterprise print infrastructure and services in a large organization (or a related competence) - and the ability to display your experience through operational, customer and strategic views
  • In-depth knowledge of print technologies, including printers, copiers, print servers, and print management software
  • Strong understanding of security principles and best practices related to print services
  • Excellent communication skills with the ability to interact effectively with stakeholders at all levels of the organization
  • Demonstrated leadership abilities with a track record of driving results and leading / sponsoring complex projects
  • Bachelor's degree in information technology, computer science, or a related field (or equivalent work experience).
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