• Oversee end-to-end IT service delivery for the PCaaS program • Ensure compliance with customer business rules, SLAs, and audit requirements • Manage inventory, returns, and B Stock redeployment • Develop and refine ServiceNow workflows • Monitor service performance metrics and drive continuous improvement efforts • Build and maintain Excel data models, pivot tables, dashboards, and tracking tools • Serve as the primary liaison between Future Tech, customers, depots, and third-party partners • Lead and mentor queue managers, order processors, depot managers, and technical specialists • Implement ITIL-based frameworks for incident, problem, and change management • Continuously assess service performance