PC Service manager

Salary depends on experience
Posted on 08/08/17
5 - 7 years experience
Financial Services
Salary depends on experience
Posted on 08/08/17


Guided by ourshared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for eachother lead to superior results. We elevate eachother and obsess about doing the right thing. Ourassociates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to changebankingfor good.PC Service manager

Capital One is looking for a PC Lifecycle Service Manager to join our innovation and support practice. As the PC service Manager, you will be responsible for all aspects of the lifecycle of our Associates PC hardware at Capital One including fleet selection and management, provisioning within our Service Now platform, inventory management strategy and end of life dispositioning.  You will develop processes in support of our automation efforts to streamline all Lifecycle steps from procurement, provisioning thru recovery and disposition as well as partnering with the asset management operations management team who will drive daily execution of the processes.

As a member of the Capital One Tech team, your partners will be across Engineering, Procurement, Access Management and Cyber Security with the responsibility to deliver a seamless onboardingexperience for our new associates. Success will be measured with shortened cycle times from initial request through delivery and minimal manual touches in the end to end process.

Responsibilities will include:

  • Provide expertise, understanding and best practices around PC service design for a company with ~80k devices and ~60k associates
  • Define processes and system requirements to support the systematic provisioning tool needs for continuous improvements in the PC hardware management environment
  • Drive an end to end understanding of the PC lifecycle for Capital One, driving operational efficiencies and improved associateexperience in our daily execution of the process
  • Shifting from a reactive organization to one driven by accurate, timely data with an eye towards proactive monitoring, forecasting and planning to improve the delivery of our services
  • Serve as a trusted adviser to the Power Up Innovation and Support leadership team on reporting, data and tool needs to ensure that this team can understand our daily operations and achieve solid business controls
  • Partner with the various organizations delivering L0-L3 support in Capital One to achieve a seamless Associateexperience around PC hardware, indifferent of the support channel selected
  • Scanning the technical environments for new or better technologies to drive world class end user asset management opportunities
  • Assuring compliance with internal audit requirements and government compliance rules in the end user asset management space
  • Contribute and review solution designs across all the Power Up teams: ensure innovation, audit compliance, security, and business requirements are met, while also keeping a keen eye on improving the associate's experience with technology
  • Maintaining efficient inventory levels of new and reuse devices to meet the needs of the business. Partner with peer teams to develop 12-18 month forecast models based on historical demand and future hiring plans
  • Partner with otherinternal or supplier teams as needed (e.g., service management, software development, information security, network, identity management)
  • Collaborate cross-functionally with othertechnology teams and security policy organization
  • Influence other members of the team on asset management techniques and the benefits of solid practices across the organization
  • Maintain an up-to-date knowledge by researching new technologies and software products, participating in educational opportunities and conferences, and reading professional publications 

Basic Qualifications:

  • Bachelor's Degree in Computer Science, Information Systems, Engineering, Supply Chain Management or Mathematics
  • At least 5 years of experience with end user service management tools and processes and at least 3 years of experience with supply chain methodologies and practice
  • At least 2 years of experience with enterprise scale asset management
  • At least 1 year of experience with ITIL Service Management practices

Preferred Qualifications:

  • Master's Degree in Business, Commerce, Computer Science, Supply Chain Management, Management of Information Systems or Management of Information Technology
  • 5+ years of experience in Strategy Development
  • 1+ years of experience with PC lifecycle service management practices and toolsets to include usage in the industry and system requirements and configuration
  • 1+ years of experience with roadmap development, use case creation, strategy development, KPI development, metric creation and reporting

R31717

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