Manager, IT End User Device Strategy, Standards & Engineering

Job content

Purpose:
The Manager of IT End User Device Strategy, Standards & Engineering provides overall direction, guidance, and definition of Sylvamo’s end user device strategy, standards, and engineering. Devices in scope include personal computers, tablets, RF devices, and printers.

The key customers of this position are the ~7,000 global employees of Sylvamo who rely on IT devices and technology to service Sylvamo’s customers.

The primary responsibilities include:

• Create and maintain overall architecture guidelines, process design, and engineering for the company’s end user computing infrastructure across the globe.
• Responsible for the establishment and continuous improvement of systems and processes to track and maintain device portfolios, usage profiles, roadmaps, and associated programs and services.
• Work with leadership to educate, understand, and influence the technical direction associated with end user devices.
• Establish and maintain collaborative relationships with key IT service providers to manage and optimize the services and support necessary to ensure devices are meeting the needs of our end users
• Provide technical expertise/strategy in the facilitation of EUDM-related Requests for Proposals (RFP).
• Plan future end user device strategies on a 7+ year look ahead basis, including recommendation of new and emerging technologies where appropriate.

Key Accountabilities:

• Architecture, process, and metrics support for EUDM technologies/services (end-to-end).
• Development of applicable end user device standards and applicable support processes.
• In partnership with Global Sourcing, select and manage vendors for related products and associated services.
• Establish and maintain applicable facility, campus and/or Enterprise Service Levels (SLAs) (aligned with vendor SLAs).
• Work with Enterprise Tech and App Services personnel in each operational area to develop a scope and understanding of the end user device requirements and the services needed to meet them.
• Ensure alignment of all EUDM-related department functions with the geographically dispersed operational areas.

Strategic Planning

• Maintain alignment of end user needs with the optimal offering of technologies so employees have the right materials & equipment they need to efficiently do their jobs by segmenting the workforce, identifying segment needs, understanding device capabilities, and maintaining the associated supporting services and processes.
• Consult with End User Device Lifecycle Management analyst to align with client device lifecycles and IT device refresh programs

Manage vendor relationships and agreements:

• Work with vendors to ensure service levels are met and expectations managed while providing leadership in continually improving and maturing partnerships to provide the highest level of customer service.
• Utilize targeted metrics for reporting vendor compliance/performance, leveraging scorecards appropriately.
• Negotiate strategic enterprise agreements for key EUDM vendors (including HP, SoftwareOne, and CDW), working with IT stewards such as Global Sourcing, the Vendor Management Office, and IT service providers.

Scope:

• Service and Support of all IT customers (~7,000) in all locations across the globe.
• Complex vendor management and contract negotiations.

Knowledge and Experience:

• College degree in Information Technology or related discipline.
• 10+ years of experience in Information Technology.
• Demonstrated familiarity with end-user device architecture, standards, and trends.
• Adaptive to changing business needs and the ability to work in a variety of different business situations.
• Familiarity with common ITIL processes, including Availability Management, Capacity and Performance Management, Incident Management, Problem Management, Infrastructure and Platform Management, Change Control, and Monitoring and Event Management
• Experience dealing within and navigating a diverse political environment for a global, multi-business organization
• Understands business requirements and can communicate technology concepts to business owners in a clear and concise manner.
• Demonstrated excellence in written and verbal communication skills at the Technical, Management and Executive Levels.

Competencies:Strength in or mastery of the following competencies:
Business Acumen Command Skills Composure Conflict Management Cross-Cultural Sensitivity
Customer Focus Dealing with Ambiguity Delegation Drive for Results Ethics and Values
Innovation Management Interpersonal Savvy Personal Learning Managing Through Systems Managing Vision & Purpose
Motivating Others Negotiating Organizing Dealing with Paradox Perspective
Planning Process Management Strategic Agility