IT Fulfillment Operations Lead

JOB DESCRIPTION

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.

• 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 Service Now 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.

• Technical Proficiency:
  Advanced proficiency with Asset Management systems (Service Now 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.
• 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.

• 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:
  Uses 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.
• Comm…