Global Print Service Desk Process & Operational Excellence Owner

About the role

The Global Print Service Desk Process & Operational Excellence Owner owns the end-to-end process lifecycle of the Global Print Service Desk, acting as both Process Owner and Change Owner. The role defines, governs and continuously improves processes, coordinates operational change and adoption across global support teams, and owns the knowledge environment. It works with technical SMEs, Service Delivery Managers, Delivery Leads, customers and third-party suppliers, and drives process engineering, workflow optimisation, standardisation, automation and AI-enabled knowledge management, including Microsoft Copilot.

Key responsibilities

• Define and maintain the strategy, scope and governance of Global Print Service Desk processes, including BPM, operations guides and performance indicators.
• Analyse process performance, customer feedback and audit results to drive continual improvement, standardisation, automation and digitisation.
• Act as Change Owner: coordinate implementation of approved changes, define operational readiness, run change boards and capture lessons learned.
• Support service transitions, define acceptance criteria, manage operational risks and support business continuity planning.
• Own the knowledge base: accuracy, governance, review cycles, quality controls and knowledge sharing across global teams.
• Drive AI-enabled knowledge capabilities, support Microsoft Copilot adoption and explore automation tools such as Power Automate and RPA.
• Provide process expertise to technical teams, service managers and customers, and support problem management.
• Produce regular reports on performance, compliance, customer satisfaction, knowledge quality and change, and engage with customer governance meetings.