Hardware Asset Management (HAM)

REMOTE

Job Title: Manager, Hardware Asset Management (HAM)

Position Summary:
We are seeking a highly motivated and experienced Manager of Hardware Asset Management (HAM) to lead and mature the end-to-end lifecycle of hardware assets across the enterprise. This role will be instrumental in building processes and controls to drive visibility, accountability, and optimization of our hardware inventory, including end-user devices, mobile phones, tablets (e.g., iPads), peripherals, and infrastructure equipment. The manager will work closely with IT, Procurement, Finance, and Security teams and leverage ServiceNow HAM Professional to deliver automated and scalable HAM operations.

Key Responsibilities:
Lead the full hardware asset lifecycle including planning, procurement, receiving, deployment, maintenance, tracking, and disposal for all device types, including laptops, desktops, mobile phones, iPads/tablets, peripherals, and data center equipment.
Utilize ServiceNow HAM Pro to automate and optimize asset tracking, stockroom management, refresh planning, loaner device management, and disposal workflows.
Collaborate with the CMDB team to ensure the accuracy of physical IT hardware
Manage the inventory and lifecycle of portable devices-ensuring accurate records, compliance with mobile policies, and timely refresh/disposal strategies.
Develop and implement standards, policies, and procedures to govern asset lifecycle processes and ensure data integrity.
Perform regular audits and reconciliation of physical vs. recorded inventory, including mobile and tablet devices.
Review stockroom inventory and provide weekly reports to ground personnel (floor IT technicians)
Collaborate with Telecom, Security, and Procurement teams to manage mobile service plans, accessories, and device usage policies.
Oversee vendor relationships and support contract renewals and cost optimization efforts in collaboration with procurement.
Build and manage HAM dashboards and reports to track KPIs, support audits, and provide executive-level insights.
Assess enterprise-wide end-of-life (EOL) hardware inventory and work with various IT teams to support the hardware refresh lifecycle
Develop and maintain policies, procedures, and documentation related to Hardware Asset Management
Ensure HAM activities align with ITSM processes and CMDB accuracy.
Train and support staff on HAM processes and ServiceNow usage.
Drive continuous improvement initiatives within the HAM function.

Required Qualifications:
5+ years of experience in Hardware Asset Management
ServiceNow Certified Implementation Specialist HAM
Hands-on experience with ServiceNow HAM Pro, including lifecycle workflows, stockroom and asset workflows, Discovery integrations, and mobile asset management.
Strong knowledge of managing end-user computing hardware and portable devices such as smartphones and iPads.
Deep understanding of ITIL-based asset lifecycle principles and best practices.
Strong analytical and problem-solving skills with experience in data quality initiatives and reporting.
Experience working with cross-functional teams (e.g., IT Operations, Procurement, Finance).
Excellent communication, organizational, and documentation skills.

Preferred Qualifications:
Experience with ServiceNow Discovery and CMDB.
Experience in healthcare or other regulated industries is a plus.
Understanding of mobile device management (MDM) solutions and integration with HAM workflows.
Familiarity with Hardware Asset Disposal (HAD), lease/lifecycle tracking, and asset depreciation.