IT Fulfillment Operations Lead

Job Summary:

The IT Fulfillment Operations Lead is responsible for coordinating and overseeing all technology provisioning, inventory, and deployment operations of the Technology Fulfillment Center (TFC). This role blends strategic process design with hands-on operational execution to ensure seamless, accurate distribution of IT assets, consistently meeting strict Service Level Agreements, fostering a culture of operational excellence and continuous improvement within the technology fulfillment lifecycle. The Lead maintains high standards for asset accuracy and productivity, ensuring new employees are equipped effectively and on time.

Essential Duties and Responsibilities: 

• Lead the end-to-end technology provisioning pipeline to ensure workstation endpoints, mobile devices, and peripherals are configured and shipped within strict SLAs.
• Establish and maintain technical configuration standards for software images, applications, and user profiles across all deployed assets.
• Manage 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 ServiceNow HAM, tracking 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.
• Drive process engineering and automation by leveraging scripting and imaging solutions to eliminate manual touchpoints and repetitive tasks.
• Implement continuous improvement (CI) initiatives to transition the fulfillment center from a reactive unit to a proactive operations hub.
• Analyze operational analytics such as fulfillment accuracy and turnaround times to forecast inventory needs and resolve bottlenecks.
• Provide technical leadership for the fulfillment team, serving as the final escalation point for complex deployment issues and ensuring rigorous quality control.

Position Requirements (Work Experience, Skills, Licenses, etc.): 

• Technical Proficiency: Proven experience with Asset Management systems (ServiceNow HAM preferred) and technology deployment methodologies.

• Systems Thinking: 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.

Education and Experience: 

Required: 

• 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.

ACCO Competencies:

• 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.<