Project & Program Management III

ROLE OVERVIEW

We are seeking a highly skilled ITAM Operations & Automation Specialist to sit at the intersection of process engineering and automation. This is a critical role that spans our entire managed IT operations engagement, providing you with the scope to influence and improve processes beyond a single service line.

You will deep-dive into complex operational workflows—particularly within the hardware asset lifecycle, including dock-to-stock receiving, imaging, depot staging, redeployment, reverse logistics, and disposal. You will be responsible for documenting these processes, then building the automations, data pipelines, and dashboards that make them measurable, efficient, and cost-effective.

What makes this role distinctive is the ability to own the full lifecycle of improvement: the same person who maps the process also writes the script to eliminate manual steps. This approach ensures that improvements do not stall in the gap between operations teams identifying a problem and development teams working to fix it.

Why this role is unique:

Engagement-Wide Impact: You will work across diverse service lines, building the influence needed to implement meaningful change.

Strategic Migration Ownership: You will guide us through a critical platform migration by authoring as-is and future-state workflows, ensuring consistency across parallel systems.

Design Authority: You will serve as the advocate for enhancement and defect requests within our change governance, using data-driven evidence to prioritize critical improvements.

Build for Sustainability: We are looking for an engineering mindset that builds solutions that are well-documented and scalable, ensuring they can be managed and sustained by the team rather than only by their author.
 

KEY RESPONSIBILITIES
 

1. Process Deep-Dives, Workflows & Documentation

Analyse and optimize complex operational workflows across the engagement's service lines, going deepest on the asset lifecycle: dock-to-stock receiving, imaging, depot staging, redeployment, reverse logistics and disposal.

Work across service lines the role does not own, building the access and credibility needed to change how another team operates.

Author, maintain and audit standard operating procedures, field operations playbook articles and knowledge base guides, each carrying a revision date and a named owner so currency is verifiable rather than assumed.

Document as-is and future-state process flows for forward and reverse supply chain logistics to support the platform migration, and maintain both procedure sets for as long as the two platforms run in parallel.

Draft and distribute global operations communications so regional technicians and operations leads receive process, policy and tool changes before those changes reach them in production.

Design out the cross-team defect loops — where a data error created by one team surfaces as a fault in another — rather than documenting the workaround and moving on.

Run root-cause analysis on process failures and close the finding back into the procedure.
 

2. Data Pipelines, Dashboards & Analytics

Build and maintain operational and executive dashboards covering live asset inventory and tier reporting, third-party logistics and reseller inventory positions, and service level and performance scorecards.

Design, validate and maintain the data sources connecting internal databases, spreadsheet repositories and ERP feeds, so reporting is genuinely current rather than reconstructed monthly.

Own data quality at source: identify and resolve systemic anomalies such as pending-hardware order misclassification, inventory discrepancies and vendor serial-number format inconsistencies.

Produce turnaround-time and bottleneck analysis across the asset and part-creation path, so delays can be escalated with evidence and attributed to the step that causes them.

Guard against tooling-induced regressions, where correcting one data set breaks another, by validating downstream impact before and after every change.

Build reporting that answers a decision, and retire dashboards nobody uses.
 

3. Custom Tooling & Automation

Develop, debug and enhance custom automation using Apps Script and comparable JavaScript scripting with REST API integration — form-to-ticket automation, bulk ticket generation and update, and data validation routines.

Support and maintain internal browser-based extensions and utility applications, including label printing utilities for thermal and desktop label printers, rapid asset lookup, and encryption-status verification.

Maintain the internal tool registry, triage incoming bug reports, and prioritise enhancements on operational return rather than on who asked loudest.

Apply an automation threshold: where a manual process crosses the agreed annual transaction volume, raise a requirements document and move it onto scripted or robotic handling.

Build for handover — documented, owned by the function rather than an individual account, and recoverable if the author is unavailable.

Retire and decommission tooling cleanly when the process it supports changes.
 

4. Programme Management & Portfolio Tracking

Manage project and portfolio boards and their Kanban cadences, keeping tasks, milestones and deliverables current within the agreed review cadence.

Track, measure and report quantifiable operational improvement — cost avoidance, labour-hour reduction and throughput gain — with the baseline captured before the change, not estimated after it.

Represent operations in change and release governance, carrying enhancement and defect requests through to a scheduled fix and holding the case for those that would otherwise sit at low priority indefinitely.

Manage ad-hoc technical requests and escalations across the enterprise ticketing and issue-tracking queues.

Report programme status and benefit realisation to operations and client leadership, surfacing slippage early rather than at the milestone.
 

5. Legal Hold & Lifecycle Compliance

Own the legal hold lifecycle operationally: data extraction, verification, ticket generation and chain-of-custody tracking for assets placed under or released from hold.

Maintain audit-ready records for high-sensitivity cases, including root-cause logs where a hold was delayed, breached or incorrectly released.

Partner with external e-waste and recycling vendors on pickup manifests, verification of device data sanitisation and encryption, and reconciliation of recycling returns against what was collected.

Verify disposal against recognised data-sanitisation standards and retain the certificates of destruction the audit trail depends on.

Support internal and external audit requests with complete, retrievable evidence rather than reconstructed narrative.
 

6. ITAM Operations Management

Own IT Asset lifecycle operationally: data extraction, verification, ticket generation and chain of custody tracking for assets under team management.

Maintain audit-ready records, including root-cause logs for issues and risk analysis for upcoming initiatives.

Partner with external vendors for processes including e-waste and recycling, legal, supply chain and receiving, and technical support on process improvements, standardizations, data verification.

Support internal and external audit requests with complete, retrievable evidence rather than reconstructed narrative.
 

PERFORMANCE & SERVICE LEVELS
 

Indicative performance targets for the role; final service levels are confirmed on engagement and measured per service line.

Documentation Currency: 100% of in-scope procedures and playbook articles reviewed on the agreed cycle, each with a revision date and named owner.

Migration Parity: process documentation and procedures consistent across both platforms throughout the migration, with drift detected and corrected rather than discovered.

Dashboard Reliability: dashboards and data sources refreshed to schedule, with feed failures detected and fixed before the reporting deadline.

Data Accuracy: sustain ≥99% accuracy on the asset and inventory fields feeding published reporting.

Automation Delivery: deliver the agreed number of automations each year, each with a measured labour-hour or cost saving attached.

Continuous Improvement: benefit quantified against a pre-change baseline and reported, with cost avoidance evidenced rather than asserted.

Portfolio Cadence: 100% of active projects and milestones updated within the agreed 7-day cadence.

Legal Hold Integrity: 100% chain-of-custody completeness for assets under hold, with zero unrecorded movements.

Disposal Compliance: 100% of disposal batches reconciled, with sanitisation verified and certificates retained.

Ticket Quality: sustain ≥95% against the weighted quality scorecard, which is weighted toward technical accuracy, then completeness, timeliness and communication.
 

TOOLS & SYSTEMS

Service management and asset platforms: ServiceNow for IT service management and hardware and software asset management, alongside the incumbent platforms being migrated from.

ERP and inventory: SAP for material, inventory and order records, plus warehouse and third-party logistics portals.

Automation and development: Apps Script and JavaScript, REST API integration, and lightweight browser extension development in JavaScript, HTML and CSS.

Analytics and business intelligence: SQL and a cloud data warehouse, BI and dashboarding platforms, and advanced spreadsheet data modelling.

Programme and ticketing: Jira for portfolio and project tracking, plus the enterprise ticketing and issue-tracking queues.

Documentation: knowledge base tooling, process mapping and flowcharting applications.
 

REQUIRED SKILLS & EXPERIENCE
 

Mandatory

5–8+ years in IT asset management, hardware lifecycle operations, supply chain operations or business process automation.

Demonstrated process engineering: process mapping, flowchart development, root-cause analysis, and authoring technical procedures that other people can actually follow.

Hands-on development of automations and custom tools using Apps Script or comparable JavaScript scripting, with REST API integration.

Proficiency with SQL and a cloud data warehouse, plus BI and dashboarding platforms and advanced spreadsheet data modelling.

Working knowledge of enterprise ERP and inventory platforms (SAP, Oracle or equivalent) and of enterprise ticketing and issue-tracking systems.

Experience documenting and transitioning operational workflows through a platform migration, including maintaining two procedure sets in parallel.

Excellent written and spoken English for working with globally distributed technicians, operations leads and client stakeholders.

Preferred

Direct ServiceNow experience configuring, documenting or transitioning asset and supply chain workflows, particularly IT and hardware asset management modules.

Browser extension development in JavaScript, HTML and CSS.

IT hardware compliance background covering legal holds, data-sanitisation standards and e-waste or recycling certification schemes.

Robotic process automation exposure, and experience building the business case for automation on operational return.

Lean, Six Sigma or comparable continuous-improvement certification.

Experience representing an operations function in a change advisory or release governance forum.

IT asset management certification such as IAITAM or ITIL.
 

LEVELS & PROGRESSION

Indicative single seat at Level IV. Note that Level IV elsewhere in this service line denotes a team or shift lead; this role is a senior individual contributor and subject-matter expert with design authority rather than people management.

Level III — executes process documentation and operational reporting to established patterns, and maintains existing automations and dashboards under guidance.

Level IV — this role. The design authority for process and tooling in the function: owns the migration documentation set, builds and hands over automations, holds the evidence base, carries the enhancement agenda into change governance, and coaches the levels below.

Progression — onward into programme management across the wider asset lifecycle estate, or along a specialist automation and analytics track.