What are the responsibilities and job description for the Product Owner – Hardware Support Operations position at Bloomberg?
The energy of a newsroom, the pace of a trading floor, the buzz of a recent tech breakthrough; we work hard, and we work fast - while keeping up the quality and accuracy we're known for. It's what keeps us inventing and reinventing, all the time. Our culture is wide open, just like our spaces. We bring out the best in each other through collaboration. Through our countless volunteer projects, we also help network with the communities around us, too. You can do amazing work here. Work you couldn't do anywhere else. It's up to you to make it happen
What’s the Role?
The mission of Workplace Operations & Supply Chain is to provide Bloomberg with the best, most resilient support possible to enable our employees to achieve commercial and product goals and provide outstanding service to our customers. We are responsible for driving the strategy across our real estate portfolio, facilities and workplace experience operations, employee collaboration and technology solutions, employee support desk and the supply chain.
As the Product Owner of Hardware Support Operations, you will be accountable to develop and execute roadmaps for our employee IT hardware deployment, support, refresh, and enterprise initiatives. Based out of our New York headquarters, you will collaborate with multiple Service Delivery Product Owners, scum team members, and business stakeholders to deliver global technology refreshes, mobile device management, next-gen operating system rollouts, and enterprise printing.
As a key leader in our Product Owner team, you will bring innovation and industry best practices to optimize processes, drive continual improvement, and ensure a seamless and frictionless experience for both end users and support teams worldwide. You will also spearhead an agile team, ensuring efficient execution and backlog prioritization while maintaining the highest communication standards with regional product owners and business leaders. If you’re driven by service and operational excellence and committed to delivering a best-in-class employee experience, we want to hear from you!
We’ll Trust you to:
- Define and execute the product strategy and objectives and key results.
- Develop and deliver employee IT hardware support operations processes and roadmaps that support the evolving needs of our employees and our business.
- Ensure execution of end-to-end support processes for employee IT Hardware while driving operational improvements through problem solving, prioritization and aligned execution.
- Identify and remediate high priority gaps in end-to-end processes and coordinate regular touch points with key stakeholders to ensure excellence in execution.
- Proactively communicate with and manage stakeholders at all levels, tailoring and adjusting messaging as needed to inform and influence outcomes.
- Deliver concise and effective senior leadership program updates establishing a cadence of operational reviews, roadmap sessions, and steering committee updates, driving successful key outcomes, risk mitigation, and effective end user change management.
- Use a data driven approach to make effective business decisions while balancing risks and benefits for the organization.
- Coordinate and be accountable for the execution of hardware refresh and lifecycle management, including annual budgeting and partnering with other departments and key stakeholders on inventory management and supply chain forecasting.
- Partner on the introduction of new hardware strategies that align with evolving ways of working while taking advantage of the latest technology innovations.
- Develop a strategy and partner with cross-functional teams to drive a robust end user mobile device support operation, including the scoping, planning, implementation, adoption, and management of new mobile technologies and support processes.
- Collaborate with other internal groups to optimize and streamline support and operational processes using in-house and third-party IT asset management solutions.
- Lead Managed Services Providers, delegating assignments, overseeing projects, and owning accountability for their successful outcomes.
- Assess internal and external factors that can affect outcomes, leveraging creative problem solving and influencing skills to ensure projects are delivered on time and on budget.
- Understand industry trends in the customer service space to improve the user-experience
- Promote collaboration among operational partners, stakeholders, and vendors.
- Through an agile framework, deliver on project initiatives, identify impediments, and take a proactive approach at finding ways to remove roadblocks. Deliver thoughtful change management strategies, create end user communications, and ensure robust resource planning is established to support the rollout of new project initiatives.
You’ll Need to have:
- Enterprise experience in creating and advancing strategy, process optimization, and lifecycle management of corporate PCs, laptops, mobile devices, printers, and peripherals
- Knowledge of technologies such as Device as a Service, Enterprise Printing solutions, and Mobile Device Management, etc.
- Experience with IT asset management and reporting tools such as JAMF, SCCM, Intune, Workspace One, SAP, etc.
- IT service management experience supporting a global customer service organization with 24-7 support that delivers best-in-class service.
- Proven track record of effective time management, prioritization, responsiveness, and an ability to balance operational and stakeholder needs in a fast moving and complex environment.
- Superior communication skills and the ability to work both independently and collaboratively
- Executive presence, having command of the facts and the ability to deliver key information in a concise and effective manner to senior leadership.
- Exceptional analytical abilities with a passion for data and evidence-based decision-making.
- Ability to quickly create and foster positive relationships across global functions within a large organization, responding with empathy to understand our customer’s needs.
- Ability to combine human stories and needs with data insights to identify a compelling path forward.
- Ability to work in diverse work cultures and comfortable with non-hierarchical organizations
- A thorough business acumen that combines process design, workflow optimization, project. development, and operations to deliver successful outcomes. Certifications in ITIL, PMP, or Agile methodologies.
We’d Love to see:
- An innovator, comfortable articulating a bold vision, creating a strategy around it, and executing it.
- Practical applications of AI technologies to drive productivity and continual improvements.
- An adaptable problem-solver who is impatient with the status quo, seeks to make things better, and is not afraid to make bold decisions in ambiguity.
- A hands-on leader who builds transparency, values collaboration, holds self and team accountable, and can link what we do and why we do it to empower the team around them to think beyond specific tasks, understand the end goal, and drive value for the business.
- Innovative approach to spotting gaps and seeking opportunities to incorporate industry best practices and technology to enhance and advance existing processes and workflow.
- Experience in creating robust knowledge base articles that serve both our internal support organization as well as external stakeholders as self-help tools.
