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.