Desktop Refresh Lead

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them save time and money.  

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.  

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com 

Job description

The Desktop Refresh Lead will manage the following activities, including; Managing the end-to-end process for the Desktop Refresh Program, the creation of required budgets for the global Refresh Program, manage and assign resources to Refresh activities, serve as a backup for the Global Director of Employee Technology & Operations for the Refresh Program, and monthly KPIs and SLA reporting.

Responsibilities

• You will be #LI-hybrid based in Hyderabad and reporting to manager. 

• This is individual contributor (Non-Managerial) role 

• Manage the full end-to end process for Desktop Refresh Program
• Create budgets for Capex and Opex budgets for quarterly, 1-year and 3-year views
• Coordinate with Finance to provide reporting
• Coordinate with Finance both regionally and globally, to obtain budgets for the Refresh activities
• Manage the Refresh Coordinators on priorities, escalations and queries related to refresh
• Report regional, departmental, global progress on weekly, monthly, quarterly and annual reporting
• Escalate issues to Senior Leadership
• Collaborate with hardware vendors to ensure ETA's are understood/met
• Monthly inventory reporting, identifying areas of risks by site and ordering of licenses as needed
• Follow up with End Users to obtain old assets after Refresh activities
• Escalate to Business Partners and Senior Leadership for End Users with unreturned assets
• Report unreturned assets to Finance
• Conduct quality reviews for Refresh tickets and provide feedback, corrective action plans and training to teams
• Create, post and mail communications around Refresh activities including new standards, delays in supply chains, delays related to leadership decisions, etc.
• Ensure Service Provider teams are properly trained on all Refresh policies and procedures and update new processes as they are rolled out
• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
• Ensure collaboration between Refresh Coordinators and Field Services team

Qualifications

• Bachelor's degree in information technology or a minimum of 8 years work experience in an IT Asset Management or Refresh Program-related position
• Superior Customer Service Focus mindset and attitude
• Strong collaboration experience across international teams
• Ability to navigate IT processes outside of SAM/HAM when required and coordinate solutions amongst appropriate teams
• ServiceNow knowledge a must
• Superior English language skills (written and verbal)
• Knowledge of multi-country government regulations around hardware and software-related topics and Customs rules
• Experience with consumption and reporting of large data sets
• Must work well with others as part of large international team
• Communicates well within a highly matrixed organization
• Must have experience running large projects, or project management.

Qualifications

• Knowledge of multi-country government regulations around hardware and software-related topics and Customs rules
• Bachelor's degree in information technology and 5 years work experience in an IT Asset Management or Refresh Program-related position
• ServiceNow knowledge a must
• Must be available and willing to work extended and/or alternative hours as needed

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Global Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site and Glassdoor to understand why. 

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity. 

Benefits 

Experian care for employee's work life balance, health, safety and wellbeing. In support of this endeavor, we offer best-in-class family well-being benefits, enhanced medical benefits and paid time off. 

Experian Careers - Creating a better tomorrow together

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