IT Hardware Operations Manager

We are seeking an experienced IT Hardware Operations Manager for our client's IT hardware operations team. The ideal candidate will have a hands-on approach to overseeing all aspects of our hardware lifecycle. This includes managing a global inventory with a Just-in-Time (JIT) methodology, ensuring service level agreement (SLA) attainment, providing leadership for global Astreya team members, preparing supplier orders, end-user fulfillment, and identifying opportunities for efficiency and excellence in our operations.

Key Responsibilities

Service Delivery & Operations

• Oversee global IT hardware operations and ensure the timely fulfillment of all hardware orders and service tickets.
• Guarantee strict adherence to and attainment of order and ticket SLAs.
• Manage the day-to-day activities of the hardware operations team, ensuring smooth and efficient workflows. Directly oversee all Astreya team members and provide insights on global hardware contractor team performance to regional leadership.
• Create and manage hardware operations team schedules to ensure optimal coverage and support across all time zones.
• Operationalize hardware operations team members against bespoke and ad hoc project requirements as they are delivered by EUS leadership.

Inventory & Supply Chain Management

• Develop and manage a comprehensive hardware dashboard for order and inventory tracking.
• Actively manage and monitor global stock levels to ensure a lean, Just-in-Time (JIT) operation.
• Prepare monthly hardware orders by analyzing current and historical demand trends to accurately forecast hardware needs.
• Implement strategies to ensure we never run out of critical stock globally, preventing any disruption to business operations.

Reporting & Process Improvement

• Prepare and lead weekly, monthly, and quarterly business review reporting for senior leadership, providing insights into team performance, inventory status, and operational metrics.
• Proactively identify areas for process improvement within the hardware lifecycle and fulfillment process, and lead initiatives to drive efficiency and reduce costs.
• Develop and refine operational procedures to enhance service delivery and customer satisfaction.

Team Leadership & Management

• Provide direct day-to-day management, mentorship, and support to Astreya team members.
• Lead the recruitment and interviewing process for new team members, ensuring our client has access to reliable, consistent, top talent.
• Foster a collaborative and positive team environment focused on continuous improvement and operational excellence.

Qualifications

• Proven experience, at least 10 years, in an IT operations or service delivery management role, with a focus on hardware.
• Strong background in inventory management, supply chain principles, and forecasting, preferably with experience in a JIT environment.
• Demonstrated experience in managing and leading a team, including performance management and scheduling.
• Expertise in SLA management and a track record of meeting or exceeding targets.
• Excellent analytical skills with the ability to generate and present detailed business reports.
• A strategic mindset with a passion for process improvement and operational efficiency.
• Strong interpersonal and communication skills, with the ability to collaborate effectively with team members, stakeholders, and suppliers.

Schedule

• This role is expected to be onsite at our client's office in New York City 5 days a week.
• Normal shift will be 40 hours per week, 8am – 5pm, dependent on project requirements outside of normal schedule.
• Occasional weekend and evening oversight will be required to confirm off-hours operations are executing as expected.