Manager –Print & Scan Services

NOTE:  This is a hybrid role requiring 3 days on-site at one of our local offices:  Allentownm, PA; Lousiville, KY or Providence, RI.   #INDPPL   #LI-Hybrid

This leader will establish and oversee an enterprise function responsible for both SAP-integrated warehouse print and scanning services (SAP integrated) and office-based Managed Print Services (MPS). The role owns the end-to-end strategy, engineering, governance, and operational support for printing and scanning capabilities that enable critical warehouse execution and colleague productivity across the enterprise.

Serving as the single point of accountability, this position will lead cross-functional coordination across SAP, infrastructure, network, cybersecurity, and business teams to deliver a reliable, secure, and standardized service. The role will also manage vendor relationships and contracts, optimize total cost of ownership, and ensure modern, secure and badge printing capabilities are consistently delivered.

This leader will build and mature a scalable operating model that integrates warehouse and office print services, strengthens governance and lifecycle management, and ensures seamless alignment to SAP program objectives and broader Colleague Technology strategy.

• Define and execute the enterprise strategy for warehouse print and scanning services, including a multi-year roadmap aligned to SAP warehouse management capabilities.
• Serve as the single accountable Product Owner for print and scan services, establishing standards for hardware, software, integrations, and lifecycle management.
• Lead the end-to-end integration of SAP warehouse processes, including scanning workflows and SAP printing/output management for labels and forms.
• Partner with SAP, supply chain, and business stakeholders to ensure barcode standards, label formats, and device capabilities align with warehouse operations and SAP data structures.
• Oversee the end-to-end architecture across devices, network, infrastructure, and SAP systems to ensure reliable, scalable, and standardized solutions.
• Design and implement a comprehensive operational support model, including L2/L3 support, managed services partners, SLAs, and incident management processes.
• Drive stabilization of existing print environments through device standardization, configuration optimization, and workflow improvements
• Implement proactive monitoring, alerting, and performance management to reduce downtime and improve service reliability
• Ensure consistent service performance across all locations and operating companies
• Establish governance and lifecycle management processes covering procurement, configuration, deployment, support, asset tracking, and retirement of devices.
• Own vendor relationships, including hardware providers, print solutions, and service partners, and manage sourcing, contracts, and performance.
• Develop and manage the total cost of ownership for print and scan services, identifying opportunities for cost optimization through standardization and vendor consolidation.
• Lead cross-functional collaboration across SAP, network, infrastructure, cybersecurity, endpoint engineering, and supply chain teams to ensure seamless service delivery.
• Act as the primary interface between IT and warehouse operations, translating business needs into technology capabilities and ensuring operational alignment.
• Serve as the primary escalation point for enterprise print and scan service incidents and major issues.
• Drive SAP program readiness by ensuring scanning and printing capabilities are fully functional for testing, go-live, and steady-state operations.
• Identify and mitigate risks across devices, network, and SAP integration that could impact warehouse operations or SAP program timelines.
• Ensure comprehensive documentation of architectures, configurations, governance models, standards, and training materials to support operations, knowledge transfer, and audit readiness.
• Maintain comprehensive inventory and documentation of print assets, configurations, and contracts to support governance and audit readiness.
• Ensure compliance with all policies, standards, and regulatory requirements.

Managed Print Services (Office Print) Responsibilities

• Define and execute the enterprise strategy for Managed Print Services (MPS), including standardization of office printing solutions, secure print capabilities, and alignment to overall workplace technology strategy.
• Lead enterprise print strategy through a phased transformation approach (stabilize standardize optimize).
• Define and lead enterprise-wide print consolidation strategy, including development and execution of RFP processes.
• Establish and enforce standards for office printing, including secure/badge printing, print policies, device types, and user experience across all operating companies and locations.
• Oversee the end-to-end delivery of Managed Print Services, including device provisioning, print infrastructure, queue management, and user support.
• Lead vendor and contract management for Managed Print Services providers, including negotiation, performance management, service levels, and ongoing optimization of service delivery.
• Lead development of functional and non-functional requirements to support vendor sourcing and solution selection.
• Evaluate vendor proposals and recommend solutions based on cost, performance, and service quality.
• Partner closely with Procurement and Finance on contract strategy, renewals, and budget governance.
• Manage and optimize print service costs, including hardware, consumables, licensing, and managed service contracts, while driving efficiency and reducing total cost of ownership.
• Identify and execute opportunities to reduce print volume and transition to digital workflows.
• Drive sustainability initiatives to reduce environmental impact and improve print efficiency.
• Ensure secure printing capabilities are implemented and maintained, including badge-based release, data protection, and compliance with enterprise security standards.
• Partner with cybersecurity, infrastructure, and workplace teams to ensure print services meet enterprise security, identity, and access requirements.
• Establish governance, reporting, and performance metrics for Managed Print Services, including usage, cost, service quality, and continuous improvement initiatives.
• Regularly review service performance metrics and implement corrective actions to address gaps.
• Drive continuous improvement through service-level monitoring, usage analytics, and cost optimization initiatives.
• Lead the transformation of legacy print environments to a standardized, modern, and scalable Managed Print Services model.

REQUIRED EDUCATION:  Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field required

REQUIRED EXPERIENCE:

• 10+ years of experience in Information Technology, including experience in SAP-integrated environments supporting enterprise operations.
• 5+ years of progressive leadership experience, with demonstrated success building and leading cross-functional teams and services.
• Proven experience in end-user/device engineering, workplace technology, infrastructure, or similar technical domains supporting enterprise-scale environments.
• Experience leading warehouse print/scan, SAP-integrated device environments, or supply chain technologies strongly preferred, with understanding of how technology enables operational processes.
• Experience with Managed Print Services (MPS), including office printing, secure/badge printing, print infrastructure, and vendor/service delivery models.
• Demonstrated success standing up new functions, services, or operating models, including defining strategy, governance, and execution frameworks.
• Experience leading operations and support delivery for print, scan, or similar services, including management of L3 support teams and/or managed service providers, with accountability for incident management, problem management, and continuous service improvement.
• Strong experience with vendor and contract management, including negotiation, service level management, and cost optimization across hardware, software, and managed services.