CX Consumer Computers & Accessories Senior Specialist
ABB
At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.
This Position reports to:
IS Service Owner
Your role and responsibilities
In this role, you will have the opportunity to support the organization’s vision and strategic direction. Each day, you will apply IT knowledge and expertise to help solve complex technical or professional activities. You will also showcase your expertise by being a key resource, a definitive source of knowledge about services and solutions, to contribute your expertise to enhance organizational efficiency.
The work model for the role is: #Li_hybrid
You will be mainly accountable for:
Manage and govern the end-to-end consumer computers & accessories lifecycle (portfolio, catalog, demand forecasting, procurement, deployment, maintenance, refresh/EOL, and disposal).
Ensure data quality of part numbers, models, and model designations in ServiceNow, maintaining accuracy and consistency across the device catalog.
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.
Shape and deploy automation (ServiceNow flows, user criteria, delivery options, stock rules) to improve speed, reliability, and sustainability.
Coordinate with global partners and suppliers on stock, delivery, device management, and service enhancements; proactively manage escalations.
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).
Act as backup for peers across demand management, SLM, vendor management, asset management, EOL replacement and device management processes.
Qualifications for the role
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.
Minimum 5 years of experience in IT service delivery or relevant corporate experience managing vendors and IS services.
Strong knowledge of ITIL, service operations, asset & catalog management; experience defining & improving SLAs/XLAs and KPIs.
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.
Proven vendor and stakeholder management, including OEM negotiations and managed service providers; comfortable driving decisions in governance forums.
Excellent English communication skills; able to write clear documentation and present to senior stakeholders.
Skilled in leveraging AI tools and LLMs for practical business solutions.
More about us
Our mission in ABB IS (Information Systems) is to harness the power of information technology to deliver valuable, reliable, and competitive IS services for ABB. If you have a strong technical skills, analytical mind, and the drive to help us stay ahead of the competition, you are the one we are looking for.
We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.