CX Consumer Computers & Accessories Senior Specialist

Description

• Define, maintain, and continuously improve SLAs, XLAs, OLAs, KPIs, and corresponding service monitoring metrics to ensure service availability and performance, analyze service performance and trends, driving continual service improvements.
• Drive sustainability outcomes (repairability, reuse, longer lifecycle, responsible disposal).
• Manage and govern the end-to-end consumer computers & accessories lifecycle (portfolio, catalog, demand forecasting, procurement, deployment, maintenance, refresh/EOL, and disposal).
• Lead the selection and management of the computers and accessories portfolio (Dell, Lenovo, etc.), ensuring the best fit for ABB by adapting to varying requirements across user profiles and countries.
• Coordinate with global partners and suppliers on stock, delivery, device management, and service enhancements; proactively manage escalations.
• Shape and deploy automation (ServiceNow flows, user criteria, delivery options, stock rules) to improve speed, reliability, and sustainability.
• Act as backup for peers across demand management, SLM, vendor management, asset management, EOL replacement and device management processes.
• Ensure data quality of part numbers, models, and model designations in ServiceNow, maintaining accuracy and consistency across the device catalog.

Requirements

• Minimum 5 years of experience in IT service delivery or relevant corporate experience managing vendors and IS services.
• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Information Technology, or related field.
• Additional certifications in IT service management (e.g., ITIL), ServiceNow Administration (CSA), or vendor management are a plus.
• Proven experience managing vendors and ensuring timely, high-quality delivery of IT hardware and accessories in a multinational environment.
• Skilled in leveraging AI tools and LLMs for practical business solutions.
• Proven vendor and stakeholder management, including OEM negotiations and managed service providers; comfortable driving decisions in governance forums.
• Strong knowledge of ITIL, service operations, asset & catalog management; experience defining & improving SLAs/XLAs and KPIs.
• Excellent English communication skills; able to write clear documentation and present to senior stakeholders.
• Hands-on experience with ServiceNow (including the HAM module) and reporting/analytics (Excel, Power BI); ability to translate business needs to SN workflows and automation.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance