Associate IT Project Manager

Key Responsibilities

1. 01

   Service Delivery Leadership · Own the delivery and operational performance of the EUCD and Digital Workplace service tower. · Ensure contractual service levels, operational targets and customer commitments are consistently achieved. · Develop and execute service improvement plans to enhance service quality, efficiency and user experience. · Provide leadership during service escalations, major incidents and operational challenges. · Establish effective governance, controls, reporting and performance management practices. · Maintain forward visibility of operational risks, resource constraints, service dependencies and upcoming demand.

2. 02

   EUCD and Digital Workplace Operations · Oversee the day-to-day delivery of EUCD, Deskside Support and Field Engineering services across supported locations. · Ensure timely resolution of incidents, service requests and workplace technology issues in accordance with agreed service levels. · Manage workforce planning, workload balancing, shift coverage and resource allocation across delivery teams. · Drive adoption of standard operating procedures, knowledge management and IT service management best practices. · Ensure operational readiness for service changes, endpoint deployments, business initiatives and new technology introduction. · Coordinate dependencies with Service Desk, ITSM, infrastructure, security, application and vendor teams.

3. 03

   Asset Management, Verification and Governance · Own enterprise asset management, asset verification and asset governance processes within the service scope. · Lead periodic and large-scale wall-to-wall physical asset verification exercises across supported customer sites. · Develop verification strategies, execution plans, site schedules, productivity targets, resource deployment models and recovery plans. · Manage asset verification backlogs through workload balancing, daily progress monitoring and focused remediation actions. · Coordinate verification activities with site representatives, asset custodians, end users and other relevant stakeholders. · Oversee reconciliation of physically verified assets against asset repositories, inventory records and the Configuration Management Database (CMDB). · Investigate and resolve missing assets, duplicate records, ownership issues, location discrepancies, untagged devices and other inventory exceptions. · Ensure asset records remain accurate, auditable and aligned with contractual, governance and compliance

. · Produce, progress reports, exception reports, risk assessments and management updates. · Drive continuous improvement of asset management and verification processes through automation, analytics, mobility tools and operational best practices.

4. 04

   Device Lifecycle and Technology Refresh · Manage end-to-end device lifecycle services covering receipt, staging, deployment, installation, relocation, refresh, recovery, secure retirement and disposal coordination. · Lead technology refresh programmes and workplace transformation initiatives from planning through execution and handover. · Ensure effective demand forecasting, scheduling, user communications, deployment readiness and exception management. · Maintain operational controls supporting inventory accuracy, chain of custody and lifecycle governance. · Monitor programme progress, productivity, risks and dependencies, and implement recovery actions where required.

5. 05

   Service Performance and Governance · Establish and maintain operational dashboards, service reports and management updates. · Monitor performance against SLAs, KPIs, customer satisfaction measures and operational objectives. · Analyse ticket trends, repeat incidents, demand patterns, asset exceptions and workforce productivity. · Lead operational reviews and contribute to service governance meetings with clear actions, owners and due dates. · Ensure service documentation, runbooks, procedures, escalation paths and knowledge articles remain current. · Maintain audit readiness and compliance with applicable service delivery and information security controls.

6. 06

   Stakeholder and Customer Management · Serve as the primary operational interface for EUCD and Digital Workplace service delivery matters. · Build trusted relationships with customer stakeholders, business representatives, site contacts and service partners. · Provide clear and timely communication on service performance, risks, issues, escalations and improvement initiatives. · Facilitate operational reviews, governance meetings and service improvement discussions. · Manage stakeholder expectations and ensure escalations are resolved with appropriate urgency, ownership and transparency.

7. 07

   People and Resource Leadership · Lead, mentor and develop Team Leads, Engineers, Asset Administrators and operational support personnel. · Drive a culture of accountability, collaboration, customer focus, safety and continual improvement. · Support recruitment, onboarding, succession planning, cross-training and talent development initiatives. · Conduct performance discussions and capability development activities in a fair, consistent and evidence-based manner. · Ensure teams have the required skills, tools, access, documentation and management support to perform effectively.

8. 08

   Continuous Improvement and Transformation · Identify opportunities for automation, self-service, proactive support and process optimisation. · Use service data, DEX insights and user feedback to prioritise improvement initiatives. · Support adoption of AI-enabled service delivery capabilities and endpoint automation where appropriate. · Drive measurable productivity, quality and experience improvements across the service tower. · Promote standardisation and harmonisation of operating processes across sites and teams. Experience and Qualifications · At least 8 years of experience in IT Managed Services, End User Computing, Digital Workplace or Workplace Services. · At least 5 years of experience leading service delivery, deskside support, field engineering or workplace operations teams. · Proven experience managing SLA-driven managed services environments and multi-site operational teams. · Experience leading asset management, asset verification, wall-to-wall physical verification or large-scale inventory reconciliation programmes. · Experience managing device lifecycle, IMAC and technology refresh programmes. · Strong stakeholder engagement, customer relationship management and escalation management capability. · Sound understanding of ITIL service management principles and operational governance. · Relevant diploma or degree in Information Technology, Engineering, Business or a related discipline. · ITIL certification and relevant service management or project management certifications are advantageous. Technical and Operational Knowledge · End User Computing and Digital Workplace service delivery. · Microsoft Windows and Microsoft 365 endpoint environments. · Endpoint management, software deployment and device compliance concepts. · ServiceNow ITSM, asset repositories and CMDB processes. · IT asset management, physical verification, reconciliation and audit controls. · Digital Employee Experience platforms and service analytics. · Incident, request, problem, change and knowledge management processes. · Service reporting, dashboarding and operational data analysis. Key Competencies · Service Delivery Leadership · Operational Excellence · Asset Governance and Verification · Stakeholder Management · Problem Solving and Decision Making · People Leadership · Customer Focus · Planning and Risk Management · Executive Communication · Continuous Improvement #LPS