FLEX Director - Technology Asset Fulfillment

Key Responsibilities

• Procurement-Aligned TAM Integration
• Represent TAM in enterprise procurement transformation initiatives, ensuring alignment with a procurement-first asset management model.
• Define and implement a standardized intake model capturing asset, contract, and ownership data at the point of request.
• Drive integration between Procurement platforms (CLM, P2P, ERP) and ServiceNow (SAM Pro, HAM Pro, CMDB).
• Fulfillment Governance & Standardization
• Establish and enforce global standards across request, approval, procurement, fulfillment, and asset creation processes.
• Ensure all fulfillment activities produce accurate asset records and entitlement alignment.
• Govern workflows to deliver consistent SLA adherence, accuracy, and timeliness.
• Request Catalog & Workflow Strategy
• Own the design and governance of the global technology request catalog in partnership with the ServiceNow platform team.
• Implement standardized approval workflows, automation, and policy enforcement aligned with Procurement and TAM standards.
• Ensure offerings align to approved products, vendor contracts, and entitlement structures.
• Global Fulfillment Oversight
• Lead end-to-end fulfillment operations for hardware and software across global environments.
• Ensure delivery accuracy, entitlement validation, and compliance with contractual and licensing requirements.
• Partner with deployment teams to drive readiness, staging consistency, and execution quality.
• Inventory & Deployment Alignment
• Ensure real-time visibility into inventory, stock levels, and asset availability to meet fulfillment demand.
• Align fulfillment with deployment readiness, asset tracking, and status transitions.
• Integrate fulfillment processes with redeployment, recovery, and ITAD strategies.
• Performance Management & Optimization
• Monitor fulfillment performance including request volumes, cycle times, SLA adherence, and user experience.
• Drive continuous improvement initiatives to optimize cost, speed, and accuracy.
• Establish KPI dashboards aligned to TAM data standards across CMDB, HAM, and SAM.
• Cross-Functional Leadership
• Partner closely with:
• Global Procurement (sourcing strategy and vendor governance)
• ITSM (service experience and workflows)
• CMDB/Discovery (data accuracy and visibility)
• HAM & SAM (governance and compliance)
• Finance (cost transparency and chargeback)
• Serve as the single point of accountability for fulfillment governance within TAM.

CANDIDATE PROFILE

• Education and Experience
• Required:
• Bachelor’s degree in Information Technology, Supply Chain, Business Administration, or a related discipline; or equivalent combination of education and experience.
• 10+ years of experience in IT Asset Management (HAM/SAM), IT Operations, or Technology Lifecycle Management.
• 5+ years in a leadership role managing global teams or enterprise-wide processes.
• Proven experience implementing or operating within ServiceNow (HAM Pro, SAM Pro, CMDB, ITSM).
• Strong experience with end-to-end asset lifecycle management, including procurement, fulfillment, deployment, and retirement.
• Demonstrated experience in process design, workflow automation, and operating model transformation.
• Experience working with Procurement, Finance, and IT stakeholders in a global enterprise environment.
• Preferred:
• Master’s degree and/or certifications such as CHAMP, CITAM, CSAM, ITIL, or ISO/IEC 19770.
• Experience operating in a global organization with distributed asset operations and vendors.
• Experience supporting or leading Procurement transformation or P2P/CLM integrations (e.g., Coupa, Icertis/Sirion, Oracle ERP).
• Deep understanding of ITAM, CMDB governance, and discovery integrations.
• Experience in request catalog design and ITAM workflow optimization.
• Familiarity with software licensing models, entitlement management, and compliance frameworks.

CORE WORK ACTIVITIES

• Procurement Integration & Intake Governance
• Define standardized intake requirements (product, publisher, contract type, deployment model, ownership).
• Ensure procurement transactions result in automated asset and entitlement creation.
• Drive alignment between Procurement policy and TAM governance standards.
• Request-to-Fulfillment Lifecycle Management
• Design and govern workflows from request submission → approval → procurement → fulfillment → asset creation.
• Ensure zero-break lifecycle continuity between systems and teams.
• Eliminate post-procurement data gaps by enforcing upfront data capture and validation.
• Catalog & Workflow Enablement
• Build and maintain a standardized global request catalog.
• Implement policy-driven approvals and automation rules.
• Ensure alignment between catalog offerings and approved standards, contracts, and inventory.
• Fulfillment Execution Oversight
• Monitor and govern fulfillment teams and partners to ensure:
• SLA adherence
• Accurate delivery and provisioning
• Correct asset tagging and tracking
• Drive consistency across CEC, corporate, and global environments.
• Inventory, Deployment & Asset Visibility
• Ensure tight integration between inventory systems, fulfillment workflows, and CMDB.
• Enable real-time visibility into asset status, location, and ownership.
• Support deployment teams with ready-to-use, compliant, and tracked assets.
• Data, Metrics & Reporting
• Establish dashboards for:
• Fulfillment cycle time
• Request backlog and volume trends
• SLA compliance
• Inventory utilization and redeployment rates
• Use insights to drive continuous improvement and cost optimization.
• Governance, Risk & Compliance
• Ensure all fulfillment activities align with:
• TAM policies (e.g., lifecycle governance, asset tracking)
• Procurement policies
• Audit and compliance requirements (e.g., SCOUT, software licensing)
• Reduce risk through standardization, automation, and audit-ready processes.