Operations Management, Manager

We are seeking an experienced IT Hardware Operations Manager for our client's IT hardware operations team. The ideal candidate will have a hands-on approach to overseeing all aspects of our hardware lifecycle. This includes managing a global inventory with a Just-in-Time (JIT) methodology, ensuring service level agreement (SLA) attainment, providing leadership for global Astreya team members, preparing supplier orders, end-user fulfillment, and identifying opportunities for efficiency and excellence in our operations.

Key Responsibilities
Service Delivery & Operations

• Oversee global IT hardware operations and ensure the timely fulfillment of all hardware orders and service tickets.
  
• [KPI] Guarantee strict adherence to and attainment of order and ticket SLAs.
  
• Manage the day-to-day activities of the hardware operations team, ensuring smooth and efficient workflows. Directly oversee all Astreya team members and provide insights on global hardware contractor team performance to regional leadership.
  
• [KPI] Create and manage hardware operations team schedules to ensure optimal coverage and support across all time zones.
  
• Operationalize hardware operations team members against bespoke and ad hoc project requirements as they are delivered by EUS leadership.
  

• Develop and manage a comprehensive hardware dashboard for order and inventory tracking.
  
• Actively manage and monitor global stock levels to ensure a lean, Just-in-Time (JIT) operation.
  
• [KPI] Prepare monthly hardware orders by analyzing current and historical demand trends to accurately forecast hardware needs.
  
• [KPI] Implement strategies to ensure we never run out of critical stock globally, preventing any disruption to business operations.
  

• Prepare and lead weekly, monthly, and quarterly business review reporting for senior leadership, providing insights into team performance, inventory status, and operational metrics.
  
• Proactively identify areas for process improvement within the hardware lifecycle and fulfillment process, and lead initiatives to drive efficiency and reduce costs.
  
• Develop and refine operational procedures to enhance service delivery and customer satisfaction.
  

• Provide direct day-to-day management, mentorship, and support to Astreya team members.
  
• Lead the recruitment and interviewing process for new team members, ensuring our client has access to reliable, consistent, top talent.
  
• Foster a collaborative and positive team environment focused on continuous improvement and operational excellence.
  

• Proven experience, at least 10+ years, in an IT operations or service delivery management role, with a focus on hardware.
  
• Strong background in inventory management, supply chain principles, and forecasting, preferably with experience in a JIT environment.
  
• Demonstrated experience in managing and leading a team, including performance management and scheduling.
  
• Expertise in SLA management and a track record of meeting or exceeding targets.
  
• Excellent analytical skills with the ability to generate and present detailed business reports.
  
• A strategic mindset with a passion for process improvement and operational efficiency.
  
• Strong interpersonal and communication skills, with the ability to collaborate effectively with team members, stakeholders, and suppliers.
  

• This role is expected to be onsite at our client's office in New York City 5 days a week.
  
• Normal shift will be 40 hours per week, 8am - 5pm, dependent on project requirements outside of normal schedule.
  
• Occasional weekend and evening oversight will be required to confirm off-hours operations are executing as expected.
  

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
  
• Dental provided through UHC
  
• Nationwide Vision provided by UHC
  
• Flexible Spending Account for Health & Dependent Care
  
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
  
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
  
• Corporate Wellness Program provided by Goomi Group
  
• Employee Assistance Program
  
• Wellness Days
  
  401k Plan
• Basic and Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law