Associate IT Project Manager

Key Responsibilities

1. 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. 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. 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 requirements.

. 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. 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. 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. 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. 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. 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

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