The DaaS responsible for end-to-end lifecycle management of end-user devices (laptops, desktops, peripherals) delivered under a Device-as-a-Service model. This role ensures seamless provisioning, support, asset management, and optimization of workplace devices in alignment with business needs and IT strategy.
Key Responsibilities
Service Ownership & Governance
Own the DaaS service across its lifecycle (request → provision → support → refresh → disposal)
Define and maintain service scope, SLAs, and KPIs
Govern vendors and service providers (OEMs, leasing partners, support vendors)
Ensure compliance with organizational policies and audit requirements
Device Lifecycle Management
Manage end-to-end device lifecycle
Procurement & vendor coordination
Imaging & provisioning (modern provisioning / Autopilot)
Deployment & onboarding
Break/fix & replacement
Refresh & decommissioning
Ensure standardization of device models and configurations
Demand & Capacity Management
Forecast device demand based on:
New hires
Attrition
Device refresh cycles
Maintain buffer stock / pool devices for critical roles
Optimize inventory and warehouse management
Vendor & Contract Management
Manage DaaS vendors
Track vendor performance against SLAs
Handle escalations and service reviews
Ensure contract compliance (leasing, warranty, AMC)
ServiceNow (SNOW) & Tooling
Ensure proper integration with ServiceNow:
Catalog items for device requests
Asset & CMDB management
Incident / Request / Change workflows
Maintain accurate asset data and reporting
Financial & Cost Management
Manage device cost models (CapEx vs OpEx)
Track cost per device and optimize spend
Support budgeting and forecasting activities
User Experience & Support
Ensure high-quality end-user experience
Monitor service desk performance for device-related issues
Drive improvements in:
First-time fix rate
Device delivery timelines
User satisfaction
Reporting & Continuous Improvement
Track and report KPIs:
Device fulfillment time
Incident trends
Asset accuracy
Vendor SLA adherence
Drive Continual Service Improvement (CSI) initiatives
Experience: 12+ years
Education: Bachelor’s Degree
Preferred Qualifications
ITIL, Service Now, Servity
Experience with large-scale IT transformations or transitions.
Knowledge of CMDB, SLM, and Financial Management integration.
