Device as a Service (DaaS) Manager in Birmingham

We are seeking a highly motivated and experienced Device as a Service (DaaS) Manager to oversee and manage the Business as Usual (BAU) operations. The successful candidate will play a critical role in ensuring seamless DaaS operations, timely fulfillment of requests, and providing comprehensive support across multiple time zones, including the US, UK, and EMEA regions. The role also includes managing inventory, forecasting, procurement, governance processes, conducting monthly industry research to stay updated on new device launches, and fostering strong customer relationships. As the DaaS Manager, you will be based in the UK and work collaboratively with cross-functional teams to deliver exceptional service and operational excellence.

Key Responsibilities

• DaaS Operations Management
  • Oversee and manage all aspects of Device as a Service (DaaS) operations to ensure smooth and efficient service delivery.
  • Monitor and maintain the performance of DaaS operations, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs).
  • Identify and implement process improvements to enhance operational efficiency and customer satisfaction.
  • Ensure timely and accurate fulfillment of all DaaS-related requests, including device provisioning, replacement, and decommissioning.
  • Collaborate with procurement, logistics, and IT teams to ensure availability and delivery of devices as per requirements.
• Inventory Management and Forecasting
  • Maintain accurate records of inventory, including devices in use, stock levels, and spare devices.
  • Forecast inventory requirements based on historical data, upcoming projects, and business needs.
  • Ensure optimal inventory levels to avoid shortages or overstocking.
• Procurement
  • Manage procurement processes for devices and related services, ensuring timely acquisition to meet operational demands.
  • Liaise with vendors and suppliers to negotiate contracts, pricing, and delivery timelines.
  • Ensure compliance with procurement policies and procedures.
• Governance
  • Establish and enforce governance frameworks for DaaS operations, ensuring compliance with organizational policies and industry standards.
  • Monitor adherence to data security, privacy, and regulatory requirements.
  • Conduct regular audits to identify and address gaps in governance processes.
• Industry Research
  • Conduct monthly research to stay updated on new device launches, emerging technologies, and industry trends.
  • Evaluate the potential impact of new devices on current operations and recommend updates to the device catalog.
  • Collaborate with stakeholders to assess the feasibility of integrating new devices into the DaaS offering.
• Customer Relationship Management
  • Foster and maintain strong relationships with customers, ensuring their needs are met and expectations exceeded.
  • Act as the primary point of contact for customer inquiries, concerns, and escalations, providing timely and effective resolutions.
  • Gather customer feedback to identify areas for improvement and implement strategies to enhance the customer experience.
  • Proactively communicate updates on service delivery, device availability, and operational changes.
• Time Zone Coverage
  • Provide comprehensive support for the US, UK, and EMEA time zones, ensuring consistent service availability across regions.
  • Coordinate with regional teams to address time-sensitive issues and maintain alignment with global operations.
• Stakeholder Collaboration
  • Act as the primary point of contact for stakeholders, ensuring clear communication and alignment on operational priorities.
  • Build strong relationships with internal teams, vendors, and partners to facilitate seamless service delivery.
• Reporting and Documentation
  • Generate regular reports on operational performance, inventory levels, procurement activities, governance compliance, customer satisfaction, and industry research findings.
  • Maintain accurate documentation of processes, workflows, and best practices.

Qualifications and Experience

• Proven experience in managing DaaS operations or similar IT service management roles.
• Strong understanding of device lifecycle management, including procurement, deployment, and decommissioning.
• Experience in inventory management, forecasting, and procurement processes.
• Familiarity with governance frameworks and compliance standards.
• Knowledge of industry trends and emerging technologies related to devices and IT services.
• Experience in customer relationship management, with a proven track record of enhancing customer satisfaction.
• Experience in working with global teams and providing support across multiple time zones.
• Excellent organizational and problem-solving skills with a keen eye for detail.
• Strong communication and interpersonal skills to effectively collaborate with stakeholders at all levels.
• Proficiency in ITSM tools and platforms is a plus.

Customer Focus: Demonstrates a commitment to delivering exceptional service and meeting customer needs.

Adaptability: Thrives in a dynamic environment and effectively manages competing priorities.

Collaboration: Works effectively with cross-functional teams and fosters a culture of teamwork.

Accountability: Takes ownership of responsibilities and ensures timely and high-quality outcomes.

Strategic Thinking: Ability to forecast, plan, and execute operational strategies effectively.

Industry Awareness: Keeps up-to-date with the latest trends and developments in the technology and device market.

Relationship Building: Develops and maintains strong relationships with customers and stakeholders to foster trust and collaboration.

Working Conditions: The role is based in the UK and requires flexibility to provide support across US, UK, and EMEA time zones. Hybrid or remote working options may be available based on organizational policies.