Group Operations Manager

Group Operations Manager – Hardware Asset Management (HAM)

Location – Gothenburg, Sweden

Role Summary

The Group Operations Manager – HAM leads end‑to‑end hardware asset management across regions, governing the full lifecycle from planning and procurement through receipt, deployment, IMAC, inventory control, refresh/reclaim, warranty/repair, and compliant disposal. The role directs onsite/offshore delivery teams, ensures SLA adherence, drives incident/crisis communication, and executes continuous service improvement to maximize customer satisfaction, control risk, and optimize financial performance.

Key Responsibilities

Service Governance & Global Coordination

• Lead and coordinate onsite/offshore HAM operations, capacity, and coverage to ensure global continuity.
• Own communication management across time zones; maintain crisp stakeholder updates during incidents and planned changes.
• Remove operational obstacles that impact customer satisfaction and/or financial performance.

Incident, Crisis & Emergency Fix Management

• Enforce adherence to Incident Management, Major Incident/Crisis Management, and emergency‑fix protocols.
• Serve as the operational escalation point; ensure timely resolution and effective post‑incident reviews with corrective actions.

SLA Management & Delivery Oversight

• Define, monitor, and continuously improve service deliverables and SLAs for the HAM lifecycle.
• Drive SLA measurement, reporting, and adherence (e.g., request‑to‑fulfill cycle time, inventory accuracy, CMDB completeness).
• Govern deliverable quality and timeliness; manage backlogs, handoffs, and acceptance criteria.

Leadership, Coaching & Operating Rhythm

• Run Team Action Meetings, weekly team reviews, and operational stand‑ups; track actions to closure.
• Mentor team members on technical tools, operational processes, and standard procedures in line with ITIL best practices.
• Build a culture of accountability, learning, and continuous improvement.

Stakeholder, Customer & Partner Management

• Develop trusted relationships with customers and key stakeholders; maintain a high satisfaction level.
• Partner with client and internal operations teams to identify, prioritize, and deliver service improvement initiatives.
• Manage escalations with transparency, data, and clear remediation plans.

Financial management

· Responsible for product budget planning

Projects and new business opportunities

· Contribute to new business opportunities

Process Excellence & Compliance

• Champion ITIL v3/v4-aligned HAM processes; ensure documentation, SOPs, and runbooks are current and auditable.
• Maintain strong CMDB/inventory accuracy and lifecycle controls (receipt, deploy, move/add/change, return, reclaim, disposal).
• Ensure policy, security, warranty, and environmental (e-waste) compliance; Support Tooling & Data
• Oversee usage and data quality in the ITSM/ITAM platform (e.g., ServiceNow HAM, CMDB) and discovery tools (e.g., SCCM/Intune).
• Ensure reliable dashboards and executive reporting for KPIs, risks, and service improvements.

Key Performance Indicators (KPIs)

• SLA attainment (%) and MTTR for HAM-related incidents
• Request-to-fulfill cycle time and backlog aging
• Inventory/CMDB accuracy (%) and completeness
• Asset reuse/reclaim rate, on-time refresh, and stockout rate
• Audit/compliance findings (count/severity) and remediation timeliness
• Customer satisfaction (CSAT/NPS) and escalation rate

Qualifications & Experience

• 12+ years in IT Operations/ITAM/HAM
• ITIL v3 or v4 certification (required); Strong practical process knowledge.
• Hands-on experience with ITSM/ITAM platforms (e.g., ServiceNow HAM/CMDB)
• Proven strength in communication management, crisis handling, and stakeholder engagement across regions.
• Analytical skills for SLA/metrics reporting (Excel/Power BI or similar).
• Experience driving continuous improvement and standardization across global operations.

Nice to Have

• Lean/Six Sigma background for process improvement.
• Knowledge of logistics/warehouse operations and vendor coordination for asset flows.

Working Conditions

• Global coverage with potential on-call duties during major incidents.