Global Print Service Operations Lead

At Amgen, if you feel like you're part of something bigger, it's because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.

Since 1980, we've helped pioneer the world of biotech in our fight against the world's toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you'll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.

Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you'll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

Global Print Service Operations Lead

Let's do this. Let's change the world. In this vital role you willbe responsible for the end-to-end delivery, governance, and optimization of print services across all Amgen locations. You will ensure the availability, reliability, and performance of printing services for thousands of users worldwide, while identifying opportunities to streamline operations, enhance service quality, and reduce costs.

The role will be based out of Amgen India Technology center at Hyderabad and will work closely with global stakeholders, vendors, and site teams to drive a consistent, high-performing print service experience.

The Print Services Operations Lead will be responsible for several activities including but not limited to the following:

• Manage financial and contractual responsibilities which includes contract change records, budgeting, regular financial tasks such as accruals, forecasting, invoice review and solving invoice issues.

• Responsible for managing global operations of the managed print service and ensuring consistent, on-site delivery of print services to end user customers. Activities involve maintaining print infrastructure, ensuring contracted service levels are met, and contract commitments delivered within cost targets.

• Maintain oversight of global service provider(s), ensuring SLA adherence, cost targets, and contract compliance.

• Drive the implementation of a mature operational model with innovative ideas to use technology to replace manual operations and reduce costs.

• Monitor service performance, conduct root cause analyses, and implement continuous improvement plans using data-driven insights.

• Serve as the primary subject matter expert for print infrastructure, print lifecycle management, and print-related service delivery.

• Onboard and maintain Zebra printers across multiple manufacturing and shipping sites, ensuring seamless device setup, ongoing software configuration, and maintain the Zebra SAP integration playbook.

• Lead print delivery teams to maintain server infrastructure and to engineer print service strategies that align with business needs while driving efficiency, cost savings, and environmental sustainability.

• Lead and support print-related projects from concept through implementation, including device rationalization, fleet refresh, and process improvement initiatives.

• Act as a key point of escalation for service issues and ensure timely resolution in coordination with vendors and onsite site teams.

• Build ongoing customer relationships and become a trusted expert by utilizing advanced Print Services knowledge to meet evolving client's/customer's needs.

• Implement print procurement and service management strategies to ensure that the most cost-effective print solutions & services are achieved.

• Develop and manage relevant client and external supplier relationships

• Document and maintain operational processes, service procedures, SOPs, and training materials.

• Align print operations with ITIL-based service management practices (Incident, Problem, Change, Configuration, and Service Level Management).

• Ensure compliance with security, data protection, and sustainability policies related to print infrastructure and services.

We are all different, yet we all use our unique contributions to serve patients. The [vital attribute] professional we seek is a [type of person] with these qualifications.

Basic Qualifications:

Master's degree / Bachelor's degree and 8 to 13 years of Computer Science, IT or related field experience

Preferred Qualifications:

• Degree in Engineering, Information Systems, Computer Science, or Business Management.

• Experience with managing Print Release On-prem and Cloud platforms.

• Proven experience managing large-scale print services across global or multi-site enterprise environments.

• Strong understanding of print hardware ecosystems, print server infrastructure, and OEM print technologies.

• Experience working directly with print vendors and service providers, including contract and performance management.

• Demonstrated success in project management, including budgeting, end user communications, and vendor coordination.

• Background in ITIL-based service operations, including ownership of core ITIL processes.

• Good communication, stakeholder engagement, and vendor management skills.

• Proficient in Microsoft Office tools, including Excel, PowerPoint, and collaboration platforms like Teams and SharePoint.

• Experience in environments supporting 40,000+ users across geographically dispersed locations.

• Strong analytical, documentation, and reporting capabilities.

• Ability to lead cross-functional initiatives and deliver measurable improvements.

• 3:30 PM IST – 12:30AM IST (to align with global business hours and site support teams)

• Excellent leadership skills and team management abilities.

• Strong transformation and change management experience.

• Exceptional collaboration and communication skills.

• Problem-solving and critical thinking capabilities.

• Ability to influence decisions and motivate change with stakeholders and technology partners.

• Adaptability to a dynamic and fast-paced environment.

• Strong organizational and time management skills.

• Ability to manage multiple competing priorities in parallel

• SAFe for Teams certification

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we'll support your journey every step of the way.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.