IT Fulfillment Operations Lead

Job Summary:

The IT Fulfillment Operations Lead provides strategic oversight and oversees all technology provisioning, inventory, and deployment operations of the Technology Fulfillment Center (TFC). This role blends strategic process design with tactical operational execution, ensuring the seamless and accurate distribution of IT assets to meet strict Service Level Agreements promoting a culture of operational excellence and supporting continuous improvement initiatives within the onboarding technology fulfillment lifecycle. The Lead maintains high standards for asset accuracy and productivity, ensuring new employees are equipped effectively and on time.

Essential Duties and Responsibilities: 

• Lead and oversee the end-to-end technology provisioning pipeline to ensure laptops, mobile devices, and peripherals are configured and shipped in alignment with strict business SLAs.
• Establish, authorize and maintain technical configuration standards for software images, applications, and user profiles across all deployed assets.
• Manage the strategic allocation of resources during high-volume deployment cycles by dynamically adjusting workflows and technician assignments to maximize throughput during peak demand.
• Own IT Asset Management (ITAM) integrity by performing regular physical audits and reconciling stock against the digital asset register.
• Ensure data accuracy within ServiceNow HAM, overseeing the full hardware lifecycle from initial procurement through to secure retirement.
• Develop and enforce Standard Operating Procedures (SOPs) for device configuration, shipping/receiving, and reverse logistics.
• Lead process engineering and automation by leveraging scripting and imaging solutions to eliminate manual touchpoints and repetitive tasks.
• Lead process engineering and automation initiatives, evaluating and implementing technical solutions to minimize manual intervention and improve scalability.
• Analyze and interpret complex operational analytics such as fulfillment accuracy and turnaround times to forecast inventory needs and resolve bottlenecks.
• Provide technical leadership and escalation authority for the fulfillment team, for complex deployment issues, ensuring rigorous quality control and professional standards.
• Perform other related duties as assigned by management to support the evolving needs of the business.

Position Requirements (Work Experience, Skills, Licenses, etc.): 

• Technical Proficiency: Advanced proficiency with Asset Management systems (ServiceNow HAM preferred) and technology deployment methodologies.

• Systems Thinking: Proven high level of systems thinking with the ability to connect dots between cross-functional teams and identify operational gaps.

• Communication Mastery: Strong facilitation, presentation, and communication skills, with the ability to influence leaders and engage diverse audiences.

• Execution Style: A detail-oriented builder who enjoys both designing high-level strategy and executing tactical work in a high-growth, fast-changing environment.

Education and Experience: 

Required: 

• Bachelor’s degree in Business Administration, Information Technology, Human Resources, or a related field 

• Experience: At least 5 years of experience in onboarding, people programs, or HR operations, combined with 3+ years in technology fulfillment operations.

ACCO Competencies:

• Proactivity/Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.

• Perseverance: Shows wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.

• Motivation/Dedication: Commits to excellence in pursuing unselfish goals. Initiates action with collective goals, takes responsibility, and shows personal humility.

• Technical Curiosity/Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feedback; demonstrating an openness to learning and change.

• Insight: The ability to gather and make sense of information that suggests new possibilities.

• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.

• People Skills: Is approachable and gains the mutual trust and respect of others. Understands people’s strengths & weaknesses and actively seeks to understand other perspectives.

• Communication: Fosters open, honest, candid and respectful communication. Effectively assesses, defines and communicates issues in a timely manner, both written and verbal.

• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.

• Big Picture: Understands and contributes to the organizations’ short- and long-term business strategy. On a personal level has independently developed a vision for short- and long-term career success.

• Problem-Solver: Ability to identify, analyze, and solve problems in support of personnel, group, department, or organizational objectives.

• Execution: Effectively takes a vision and translates into action by including the right people. Identify and remove barriers, when possible, to achieve results. Demonstrates appropriate compromise, effective time management, prioritization practices and holds team members (including themselves) accountable for their performance/conduct.

• Professionalism: Respectfully observes and challenges the status quo with intent for improvement. Can take direction, accept feedback, and take full responsibility for his/her actions. Lead by example through positive influence and ethical leadership with consideration of the entire organization.

Job Responsibility Level:

No direct reports

Travel Requirements:

Travel required 0-10% of the time to other office locations.

Hours:

This is an exempt position. Workdays are scheduled from Monday through Friday. Typically, work hours begin and end between 7:00 am and 5:00 pm as scheduled with the position's supervisor. Work outside of regular hours may occasionally be necessary to meet business needs.

Physical Demands:

• Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds.

• Specific vision abilities required by this job include close vision and ability to adjust focus.

• Prolonged sitting.

• Frequently required to reach with hands and arms.

• Occasionally required to stand; walk and stoop, kneel, crouch.

Competitive Wages: 

$80,000 to $100,000 Annual Salary. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation.

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