Job Description

As an IT Device Lifecycle Management (DLM) Regional Controller, you will be responsible for overseeing and ensuring the successful execution of the IT asset lifecycle processes within a specified region. You will play a critical role in ensuring accurate forecasting, effective stock management, and continuous service improvements across regional operations. In this role, you will deliver regular reporting to the Regional Lead, analyze key metrics, identify process bottlenecks, and collaborate with cross-functional teams to resolve issues. Your proactive approach to process improvement will help shape and enhance the overall DLM service in your region.

Key Responsibilities:

1. Regular Reporting and Review: Deliver regular reports and reviews of the DLM service to the Regional Lead, providing insights into key performance metrics, service performance, and areas for improvement.

2. IT Device Forecasting and Coordination: Ensure accurate forecasting of device and accessory requirements for the region. Collaborate closely with country leads to adjust and submit updated forecasts on time, ensuring that the right quantity of devices and accessories are available to meet operational needs.

3. Monitor Stock Levels and Safety Valve Use: Oversee stock levels for IT assets in the region and ensure that inventory is well-managed. Proactively monitor the use of the ‘safety valve’ to ensure that adequate stock is maintained for unexpected demand or supply disruptions.

4. Root Cause Analysis for Issues and Escalations: Conduct thorough root cause analysis for any issues or escalations within the DLM processes. Identify underlying causes and work with relevant teams to develop and implement corrective actions to prevent recurrence of issues.

5. Review Key Metrics and Process Health: Regularly review key metrics across all DLM processes to assess the health of operations in the region. Ensure that performance standards are met and identify opportunities for continuous improvement.

6. Data Analysis for Process Optimization: Perform additional data analysis beyond the global reporting set to identify process bottlenecks or operational inefficiencies. Where appropriate, delegate analysis tasks to support specialists to ensure timely and effective resolution of issues.

7. Collaboration with OSS Teams: Work closely with Operations Support Services (OSS) teams to resolve any issues that arise during the device lifecycle process. Ensure that any escalations are addressed promptly and that the service continues to run smoothly.

8. Service Improvement and Collaboration with Other Regional Controllers: Actively engage with other regional controllers to identify areas for improvement and help shape the overall DLM service. Share best practices, insights, and strategies to enhance the efficiency and effectiveness of DLM processes across regions.

Skills and Qualifications:

· Proven experience in IT asset management or device lifecycle management, with a strong understanding of regional operations and forecasting processes

· Experience of analysing and interpreting data to understand trends, identify issues, and drive decisions

· Strong analytical skills with the ability to perform root cause analysis and identify bottlenecks or inefficiencies

· Familiarity with controls, SLAs, and KPIs, ensuring that operations meet performance standards and service levels

· Strong customer engagement skills with the ability to maintain effective communication with stakeholders across regions

· Good communicator with the ability to provide clear updates and collaborate effectively with internal teams and external stakeholders