What’s the Role?

We are looking for a New York based Hardware Support Operations Product Owner to both develop and drive execution roadmaps for our employee IT hardware deployment, support, and refresh. In partnership with our IT hardware life cycle lead and regional Service Delivery Product Owners, you will be accountable for planning and driving the execution of global technology refreshes, mobile device management, next generation operating system deployments, and end-user printing support to name a few.  You will bring innovative thinking to own and advance process improvements and changes, knowledge of industry best practices, and be responsible for leading an agile team to ensure results are delivered within scope. In addition, you will demonstrate excellent communication skills to partner with our regional Service Delivery product owners and business leaders across wider support groups to ensure maximum levels of employee experience are achieved for both our end users and the teams servicing them globally.

We’ll Trust you to: 

• Develop and deliver employee IT hardware support operations processes and roadmaps that support the evolving needs of our employees and our business 
• Ensure execution of end-to-end support processes for employee IT Hardware and determine opportunities for improvement through problem solving, prioritization and aligned execution. Help remediate high priority gaps in end-to-end process and coordinate regular touch points with key stakeholders to ensure execution.  

 -Communicate with and manage stakeholders at all levels, flex style as needed to inform and influence outcomes 


• Draft key objectives and results, strategies and apply the data for the product to make effective business decisions balancing risks and benefits for the overall good of the organization
• Coordinate and be accountable for the execution of hardware refresh cycles and end of life activities
• Partner on the introduction of new hardware strategies that align with evolving ways of working and take advantage of latest technology innovations
• Develop a strategy and partner with cross-functional teams to drive a robust end user mobile device support operation. Including the scoping, planning, implementation, adoption, and management of new mobile technologies and support processes
• Collaborate with other internal groups such as CTO, Supply Chain, Facilities, and Engineering on support and operational processes using IT asset management solutions as Bloomberg assess Device as a Service,   and ServiceNow supported solutions
• Serve as a point-of-contact with Managed Services Provider, delegating assignments to them as appropriate, overseeing projects, sharing accountability with them for successful outcomes
• Assess internal and external factors that can affect outcomes, leverage problem solving and influencing skills to ensure project plans deliver on intent 
• Understand industry trends in the customer service space to contribute to the user-experience strategy  
• Promote team synergy among operational partners, stakeholders, and vendors
• Through an agile framework, deliver on product increments, identify impediments, and take a proactive approach at finding ways to remove roadblocks 
 -Deliver thoughtful change management strategies and rollout of new products

You’ll Need to have: 

• Experience in creating and advancing strategy, process implementations, and life cycle management of corporate PCs, laptops, mobile devices, printers, and peripherals
• Knowledge of various means of corporate device life cycle management such as Device as a Service and Mobile Device Management, etc.
• Experience in working as part of a global customer service organization with 24-7 support that delivers the best-in-class service
• Proven track record of time management, prioritization, and balancing needs in a complex environment  
• Superior communication skills and the ability to work both independently and collaboratively  
• Strong analytical abilities with a passion for data and evidence-based decision-making  
• Ability to create positive relationships across functions within a large organization, responding with empathy to understand our customer’s needs.  
• Ability to combine human stories and needs with data insights to identify a compelling path forward  
• Ability to work in diverse work cultures and comfortable with non-hierarchical organizations
• A thorough business acumen that combines process design, workflow optimization, product development, and operations to deliver successful outcomes

 
We’d Love to see:


• An innovator comfortable articulating a bold vision, creating a strategy around it, and executing it.  
• An adaptable problem-solver who is impatient with the status quo, seeks to make things better, and is not afraid to make bold decisions in ambiguity  
• A hands-on leader who builds transparency, values collaboration, holds self and team accountable, and can link what we do and why we do it to empower the team around them to think beyond specific tasks, understand the goal, and drive value for the business
 -Innovative approach to spotting gaps and seeking opportunities to incorporate industry best practices and technology to enhance and advance existing processes and workflow 

• Experience in creating robust knowledge base articles that serve both our internal support organization as well as external stakeholders as self-help tools