Program Manager - Print Service Operations

Company: IBM
Location: Durham, North Carolina, United States
Type: Full-time
Posted: 28.AUG.2021


IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell...


IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.Your Role and ResponsibilitiesAs part of the toolset we provide to the workforce, our team, within the broader CIO mission, provides office print services to the IBM workforce. The print service is made up of many components, across hardware, software, services, and support, including 3 rd party deliverables. Delivering office print spans various responsibilities from understanding the print needs of the workforce, understanding print industry trends and opportunities to drive value for the enterprise, negotiating with print suppliers, establishing and operating the enterprise print service, and managing the print program end-to-end, across planning, delivery, controls, financials, supplier relationship management and end user experience & satisfaction.Your role, as the print operations SME is to:+ Deliver communications content that covers the end user experience end-to-end, ensuring that all content is understandable and easy to read, and clearly describes next steps/actions for users.+ Develop, plan, and execute print related communication initiatives in support of the IBM workforce globally.+ Write and manage all content for ; Publisher pages, content, FAQs, signs, labeling, mailers, description of applications in the and Linux stores, etc. Partner with the CIO Design team as appropriate and interlock on end user survey initiatives.+ Write content for print related RFPs and RFI's, SOWs, and any other formal documentation.+ Respond to user feedback and questions regarding the print service; consult and review with print SMEs as needed.+ Collaborate with the project team to investigate user impact problems, feedback and questions, and provide content solution to assist with their needs.+ Provide support to the project team for Executive inquires or requests.+ Ensure any written translations are provided where legally required.+ Stand-up all Help desk related activities for users of the service to ensure they have easy and intuitive avenues to get help. This includes creating user content and reviewing content and processes on a regular basis. This also includes ensuring that incident handling is in place for common user issues and problems.+ Provide a method of reporting metrics and user feedback to the team.+ Provide updates to existing training and incident handling for agents.+ Support integration activities with IBM ServiceNow to ensure a consistent user experience for users who print.+ Deliver continuous improvement of the end user experience with print end-to-end:+ Develop and maintain knowledge about the print industry to drive delivery of state-of the-art print service for IBMer; research and confer with technical SMEs for deeper knowledge to understand the software and hardware our users need and use.+ Be the end user advocate to deliver an excellent user experience; collaborate with the UX team and others on the print tribe to continuously improve NPS; be accountable for the end user experience and usability aspects of the solution.+ Participate in evaluation and testing of supplier print solutions.+ Provide UX validation testing of new print software and hardware to ensure it works properly and delivers a good user experience. Validate that the steps match the materials published for IBM users. Participate in testing the installation of the software on all user platforms to not only help validate the solution, but with a focus on the end user experience.+ Provide consultation as needed on special projects or complex Move/Add/Change/Delete requests that impact users. e.g.: sensitive printer moves, Executive printer moves, Gold team projects, etc.+ Establish a community of print sponsor users who can provide valuable insight into the print experience.+ Deliver a fully accessible enterprise print service:+ Ensure accessibility is considered and delivered in the enterprise print solution at every user touch point, across solution design, applications, devices, services, and the environment.+ Address legal requirements and IBM standards for accessibility to address broad range of disabilities including vision, mobility, auditory, neurological, cognitive, and medical.+ Apply assistive technologies and tools such as screen magnifiers, screen readers, speech recognition, risers, etc. where necessary and appropriate**Critical Success Factors**+ Creativity+ Curiosity+ Adaptability+ Growth mindset+ Resilient+ Self-starter and proactive+ Attention to detail+ Teamwork+ Continuous value delivery orientedRequired Technical and Professional Expertise+ Knowledge of agile methods and experience in working in an agile squad+ Experience in IT service management+ Experience in IT services content development with a focus on visual appearance, simplicity, and clarity, writing for end user understanding in English+ Experience navigating on MAC, Windows, and LinuxPreferred Technical and Professional Expertise+ Knowledge of enterprise print industry and offerings+ 2-years experience as a content developer and/or usability tester+ Knowledge of accessibility legal requirements and IBM standards for accessibility+ Experience in accessibility reviews and testingAbout Business UnitThe Office of the Chief Information Officer (CIO) owns IBM's IT strategy and provides the tools, workstations, devices, and infrastructure that IBMers use to do their jobs every day. Put simply, our mission is to create a productive environment for IBM's 350,000 worldwide employees. Join us as we lead with design to drive simplicity and ease of use, engineering the systems that run the business, and innovating to transform the business.Your you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.It's time to define your career.About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:*12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.*World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.*Well-being programs to support mental and physical health.*Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).*Select educational reimbursement opportunities.*Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.*Giving and volunteer programs to benefit charitable organizations and local communities.*Discounts on retail products, services, and experiences.We consider qualified applicants with criminal histories, consistent with applicable law.IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.Being is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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