Job Summary
Service Offering Manager – FactoryPlace
Practical knowledge of endpoint and device management platforms
Experience with Microsoft SCCM / MECM environments
Familiarity with Microsoft Intune for modern device management
Exposure to SOTI MobiControl or similar industrial mobility solutions
General awareness of endpoint tooling integration within production environments
Key Responsibilities
Define, maintain, and evolve FactoryPlace service offerings, catalogue items, and support scopes aligned with production and R&D use cases Ensure correct usage of service offerings in tools to prevent misrouting and inaccurate reporting Structure lifecycle management for client models, OS variants, and hardware certification flows Drive improvements in lead times, SLA adherence, and overall service predictability Implement differentiated handling models (production-critical, standard, engineering-grade requests) Identify, prioritize, and drive automation and standardization of high-volume or recurring requests Act as cross-functional integrator across operations, support teams, architects, and tooling teams Ensure visibility and prioritization of dependencies across incidents, problems, lifecycle, and changes Improve support quality, ownership, and ticket hygiene across all support levels Provide structured governance input and translate transformation initiatives into measurable improvements
Skill Requirements
Strong ITSM / ITIL expertise across incident, problem, change, and service lifecycle management Proven ability to manage services in business-critical or production environments Strong analytical capability to interpret service data, KPIs, and user feedback Structured approach to backlog management, prioritization, and dependency tracking Ability to translate high-level objectives into actionable and executable plans Strong focus on automation, standardization, and operational efficiency Ability to define and validate realistic, usable automation solutions with technical teams Excellent stakeholder communication and facilitation across technical and business teams Clear, factual, and executive-level communication style suited for governance forums Leadership ability to drive initiatives across distributed and matrix organizations
Other Requirements
Proven experience in Digital Workplace / End User Services environments Exposure to industrial, manufacturing, logistics, or R&D service environments preferred Experience working in high-availability, tightly controlled service environments Understanding of services embedded in production systems and operational workflows Experience supporting or driving transformation initiatives (automation, offshoring, tooling changes) Ability to operate across run, change, and improvement without impacting service stability