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On-site Technology Support ITAM Lead (Associate Director)
Enterprise Technology (ET)
Enterprise Technology provides reliable, secure, and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure.
Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.
The opportunity
As part of Enterprise Technology, the On-site Technology Support’s mission is to help our customers fulfil their purposes and contribute to building a better working world by providing a fit for purpose support service.
The On-site Technology Support - Information Technology Asset Management (ITAM) leader will be responsible for enterprise IT hardware asset management for all Global Delivery Service (GDS) centres globally. The leader will manage the entire IT asset lifecycle including planning, acquiring, deploying, managing, auditing, and retiring for end user asset library (Notebooks, Desktops, Mac, Printers, Audio / Visual equipment, Monitors, Peripherals, Consumables etc..). The person will manage the IT asset management portfolio with respect to business performance, risk, cost, and legal compliance. This position requires strategic thinking, strong financial acumen, passion for process excellence, strong business partnership and vendor management skills. Driving change, consolidation and service improvement is a key aspect of this role whilst keeping their team motivated in a highly changing, dynamic, diverse, and cross-cultural environment.
Your key responsibilities
- Re-imagine the next generation ITAM delivery model. Develop and maintain a roadmap and strategy for end-to-end IT asset lifecycle management including planning, sourcing, forecasting, capacity management, demand & supply, delivery, disposal, and e-waste management.
- Mature the ITAM program and create automated and sustainable ITAM operations, enhance and automate, by reducing manual efforts. Propose, plan, and partner with cross-functional teams to deliver system automation as per firms’ strategy.
- Interface and collaborate directly with Finance, Procurement, Talent, Legal, Sourcing, Business Operations, and Compliance teams to ensure effectiveness of ITAM program.
- Responsible for ensuring quality control throughout the lifecycle of all entity IT assets by developing and implementing appropriate procedures to track and manage them.
- Listen to the voice of the customer and own KPI metrics related to ITAM. Take appropriate action to drive satisfaction and operational excellence.
- Identify opportunities and develop plans for ongoing improvement across IT Asset Management, Configuration Management Database (CMDB) including optimize, re-harvest, and/or repurpose unused or partially used IT assets, to achieve full efficiency and ROI from company resources.
- Govern and manage Fixed Asset Register (FAR) reconciliation, annual audit compliance, SEZ, regulatory, and customs related process.
- Plan and execute hardware refresh / upgrade programs and ensure availability of minimum inventory of different specifications all locations as per business demand.
- Serve as the single point of contact for all ITAM related contracts and sponsor for IT Asset Management vendor engagements.
- Oversee vendor reseller and OEM engagements to meet established service level targets and key performance indicators.
- Be the face of IT Asset Management to all Business Partners and Executive Leadership. Engage, create, and collaborate on solutions based on business demands.
- Participate in steering committee meeting representing ITAM strategy for Global Delivery Centres.
- Manage and develop IT Asset Lifecycle Management policies, standards, and procedures as per Global ITAM standards and their associated business value.
- Act as a coach to team to deliver scope, meet schedules, balance workload, and resolve roadblocks. Escalate timely to ensure programs and/or services are not jeopardized.
- Establish a service culture with sufficiently ITIL-educated operations management and staff. Establish and administer the annual budgets and manage expenditures to operate within the approved budget.
- Maintain a high-level understanding of the business objectives, processes and supporting
- Technology needs of all customers in the Region. Stay sensitive to unique local needs.
- Work with leadership to optimize the business value, quality, and cost of requested services to meet the Firm and EY Technology objectives and policies with a clear articulation of the service levels delivered.
- Collect viewpoints on Technology needs and service issues and communicate these to the appropriate EY Technology leader.
- This role is required to physically work in an EY office.
Skills and attributes for success
- Ability to define the organization’s asset management & inventory policy based on industry best practices.
- Demonstrated experience in financial management including budgeting, sourcing, and service costing.
- Understanding of technology and data visualization skills—artificial intelligence, machine learning, Internet of Things, analytics software, and apps.
- Ability to develop & comprehend the data visualization reports to track orders and shipments, trends, demand and any weaknesses and inefficiencies based on different parameters.
- Advanced analytical skills are required to identify opportunities for service and process improvement across the geography supported.
- Comprehend market economics and dynamics. Predict possible future scenarios by gaining insights into the market trends.
- Work independently with limited oversight from a supervisor.
- High-level decision-making responsibilities include the prioritization of work for the IT Asset
- Management function and determining approaches to effectively address service delivery concerns of large customer base.
- Demonstrated ability to manage effectively with escalations, difficult situations and demanding individuals under pressure.
- Co-ordinate, understand and successfully integrate the activities of a large cross-cultural, cross-border team including virtual interaction and ability to travel as per requirement.
- Demonstrated ability to manage all aspects of team management including hiring, development, and counselling.
- High level understanding of SEZ, regulatory, customs, compliance protocols relevant to the role.
To qualify for the role, you must have
- 15+ years of applicable work experience in large multi-country teams.
- BE-IT, B.Tech, Bachelor's degree in Business Administration, Information Technology.
- Certification in ITIL & IT Asset Management preferred
- 5+ years’ experience of working directly in IT Asset Management role or experience in supply chain management preferred.
- Established experience in vendor relationship management, outsourcing strategy, and e-waste management.
- Proven track record in leading positive team dynamics that drives efficiencies in throughput.
- Strong organizational, analytic, and complex problem-solving skills
- Highly effective speaking, listening, writing, project management and interpersonal skills
- Effective communications and collaborative skills with ability to work with management, business and technical leaders and staff of all levels.
- Experience with IT service management tools and/or knowledge of major ITAM products such as Service Now or equivalent.
- Successful candidate will be an energetic passionate leader who demonstrates initiative, and the ability to generate creative solutions and deliver with excellence.
- Exceptional customer service orientation. Work schedule flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
What we offer
As part of this role, you'll work in a highly integrated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:
Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next. Success as defined by you: We’ll provide the tools and flexibility, so you can make a significant impact, your way.
Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
Diverse and inclusive culture: You’ll be accepted for who you are and empowered to use your voice to help others find theirs.
We ensure that individuals with disabilities are provided with reasonable accommodations 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 accommodations.
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