Job Description

The DaaS responsible for end-to-end lifecycle management of end-user devices (laptops, desktops, peripherals) delivered under a Device-as-a-Service model. This role ensures seamless provisioning, support, asset management, and optimization of workplace devices in alignment with business needs and IT strategy.

Key Responsibilities

Service Ownership & Governance

• Own the DaaS service across its lifecycle (request → provision → support → refresh → disposal)

• Define and maintain service scope, SLAs, and KPIs

• Govern vendors and service providers (OEMs, leasing partners, support vendors)

• Ensure compliance with organizational policies and audit requirements

• Device Lifecycle Management

Manage end-to-end device lifecycle

• Procurement & vendor coordination

• Imaging & provisioning (modern provisioning / Autopilot)

• Deployment & onboarding

• Break/fix & replacement

• Refresh & decommissioning

• Ensure standardization of device models and configurations

Demand & Capacity Management

• Forecast device demand based on:

• New hires

• Attrition

• Device refresh cycles

• Maintain buffer stock / pool devices for critical roles

• Optimize inventory and warehouse management

Vendor & Contract Management

• Manage DaaS vendors

• Track vendor performance against SLAs

• Handle escalations and service reviews

• Ensure contract compliance (leasing, warranty, AMC)

ServiceNow (SNOW) & Tooling

• Ensure proper integration with ServiceNow:

• Catalog items for device requests

• Asset & CMDB management

• Incident / Request / Change workflows

• Maintain accurate asset data and reporting

Financial & Cost Management

• Manage device cost models (CapEx vs OpEx)

• Track cost per device and optimize spend

• Support budgeting and forecasting activities

User Experience & Support

• Ensure high-quality end-user experience

• Monitor service desk performance for device-related issues

• Drive improvements in:

• First-time fix rate

• Device delivery timelines

• User satisfaction

Reporting & Continuous Improvement

• Track and report KPIs:

• Device fulfillment time

• Incident trends

• Asset accuracy

• Vendor SLA adherence

• Drive Continual Service Improvement (CSI) initiatives

Experience: 12+ years

Education: Bachelor’s Degree

Preferred Qualifications

• ITIL, Service Now, Servity

• Experience with large-scale IT transformations or transitions.

• Knowledge of CMDB, SLM, and Financial Management integration.