Job Description

This is a temporary position.

The Director, Technology Asset Fulfillment is a strategic leadership role within the Technology Asset Management (TAM) organization, responsible for integrating TAM governance into enterprise procurement transformation and establishing a procurement-first operating model for technology fulfillment.

This role ensures all hardware and software acquisitions are executed through a procurement-aligned, asset-aware framework where asset records, entitlements, ownership, and critical metadata are established at the point of request and procurement.

The Director will lead the design and standardization of end-to-end request and fulfillment processes, enabling seamless integration across Procurement, ITSM, CMDB, HAM, and SAM platforms. This includes accountability for fulfillment governance, request catalog strategy, SLA performance, inventory visibility, and end-user experience-while ensuring compliance, financial accuracy, and audit readiness.

This position serves as the critical bridge between procurement strategy and fulfillment execution, ensuring every transaction results in a governed, traceable, and compliant technology asset.

Key Responsibilities

• Procurement-Aligned TAM Integration

o Represent TAM in enterprise procurement transformation initiatives, ensuring alignment with a procurement-first asset management model.

o Define and implement a standardized intake model capturing asset, contract, and ownership data at the point of request.

o Drive integration between Procurement platforms (CLM, P2P, ERP) and ServiceNow (SAM Pro, HAM Pro, CMDB).

• Fulfillment Governance & Standardization

o Establish and enforce global standards across request, approval, procurement, fulfillment, and asset creation processes.

o Ensure all fulfillment activities produce accurate asset records and entitlement alignment.

o Govern workflows to deliver consistent SLA adherence, accuracy, and timeliness.

• Request Catalog & Workflow Strategy

o Own the design and governance of the global technology request catalog in partnership with the ServiceNow platform team.

o Implement standardized approval workflows, automation, and policy enforcement aligned with Procurement and TAM standards.

o Ensure offerings align to approved products, vendor contracts, and entitlement structures.

• Global Fulfillment Oversight

o Lead end-to-end fulfillment operations for hardware and software across global environments.

o Ensure delivery accuracy, entitlement validation, and compliance with contractual and licensing requirements.

o Partner with deployment teams to drive readiness, staging consistency, and execution quality.

• Inventory & Deployment Alignment

o Ensure real-time visibility into inventory, stock levels, and asset availability to meet fulfillment demand.

o Align fulfillment with deployment readiness, asset tracking, and status transitions.

o Integrate fulfillment processes with redeployment, recovery, and ITAD strategies.

• Performance Management & Optimization

o Monitor fulfillment performance including request volumes, cycle times, SLA adherence, and user experience.

o Drive continuous improvement initiatives to optimize cost, speed, and accuracy.

o Establish KPI dashboards aligned to TAM data standards across CMDB, HAM, and SAM.

• Cross-Functional Leadership

o 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)

o 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

o Define standardized intake requirements (product, publisher, contract type, deployment model, ownership).

o Ensure procurement transactions result in automated asset and entitlement creation.

o Drive alignment between Procurement policy and TAM governance standards.
• Request-to-Fulfillment Lifecycle Management

o Design and govern workflows from request submission → approval → procurement → fulfillment → asset creation.

o Ensure zero-break lifecycle continuity between systems and teams.

o Eliminate post-procurement data gaps by enforcing upfront data capture and validation.
• Catalog & Workflow Enablement

o Build and maintain a standardized global request catalog.

o Implement policy-driven approvals and automation rules.

o Ensure alignment between catalog offerings and approved standards, contracts, and inventory.
• Fulfillment Execution Oversight

o 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

o Ensure tight integration between inventory systems, fulfillment workflows, and CMDB.

o Enable real-time visibility into asset status, location, and ownership.

o Support deployment teams with ready-to-use, compliant, and tracked assets.
• Data, Metrics & Reporting

o Establish dashboards for:

§ Fulfillment cycle time

§ Request backlog and volume trends

§ SLA compliance

§ Inventory utilization and redeployment rates

o Use insights to drive continuous improvement and cost optimization.
• Governance, Risk & Compliance

o 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)

o Reduce risk through standardization, automation, and audit-ready processes.