Overview
On Site
Full Time
Skills
Customer Engagement
Data Integrity
Accountability
Optimization
Information Technology
Business Administration
IT Operations
Communication
Stakeholder Management
ITIL
Lifecycle Management
Laptop
Storage
Procurement
Service Desk
Management
Provisioning
Logistics
Data Quality
Configuration Management Database
Reporting
Auditing
Documentation
Dashboard
Inventory
Computer Hardware
Regulatory Compliance
Collaboration
Training
Call Center
Asset Management
IT Asset Management
Shipping
Software Asset Management
ServiceNow
SAP BASIS
Law
Health Care
Life Insurance
Insurance
Job Details
Job Description
Job Description
The Hardware Asset Manager - CEC Operations is a critical role within the Technology Asset Management (ITAM) function, responsible for overseeing the end-to-end hardware asset lifecycle across the Customer Engagement Centers (CECs). This includes centralized governance, operational oversight, and data integrity for all physical IT assets used across the CEC footprint.
Operating in a federated model, this role will lead and enable a team of local call center technicians (non-ITAM skilled) to perform daily asset management tasks while ensuring compliance with corporate standards, supporting provisioning, tracking asset movements, reconciling inventory, coordinating secure disposal, and supporting lifecycle planning efforts. The Hardware Asset Manager will be accountable for driving consistency, compliance, and asset optimization within the hybrid CEC ecosystem.
Education and Experience
Required
Bachelor's degree in information technology, Business Administration, Operations, or a related field - or equivalent combination of education and professional experience.
Minimum of 5 years of experience in IT Asset Management, Hardware Lifecycle Management, or related IT operations roles.
Strong working knowledge of ServiceNow HAM Pro or equivalent ITAM platforms.
Demonstrated ability to manage asset operations in hybrid environments, including onsite, remote, and third-party contractor models.
Proven track record in hardware lifecycle execution, including procurement coordination, tagging, inventory tracking, returns, and disposals.
Experience coordinating with ITAD vendors and supporting data sanitization and secure disposal efforts.
Excellent communication, documentation, and stakeholder management skills, particularly when working with frontline staff and remote teams.
Preferred
Certified Hardware Asset Management Professional (CHAMP) or equivalent industry credential.
ITIL Foundation or Intermediate certification, demonstrating knowledge of service lifecycle and operations.
Familiarity with audit processes, including asset trail validation, data reconciliation, and supporting evidence collection.
Experience supporting multi-location or call center environments, with a mix of company-owned and partner-managed operations.
Core Work Activities
Operational Oversight & Lifecycle Management
Serve as the point of ownership for all IT hardware assets deployed across CEC locations-including laptops, monitors, headsets, peripherals, and specialty hardware.
Oversee the full asset lifecycle: planning, procurement coordination, receipt, tagging, issuance, return, storage, redeployment, retirement, and disposal.
Maintain strong collaboration with CEC site leaders, Global Procurement, Service Desk, TWP product owners, and third-party partner firms to support daily operations.
Manage provisioning and reclamation processes for remote and partner company agents, including shipment logistics and return coordination.
Monitor onsite stock levels, place replenishment requests, and ensure availability of hardware consumables and accessories.
Data Quality & Reporting
Ensure accurate and timely updates to the ServiceNow HAM Pro module or designated asset tracking systems.
Reconcile CMDB data against physical inventory through monthly audits, spot checks, and exception reporting.
Maintain audit readiness by ensuring complete documentation of all asset transactions and movements.
Generate weekly/monthly dashboards and reports on inventory levels, asset health, EOL status, pending returns, and staging/disposal volumes.
Governance & Compliance
Enforce ITAM policies, standards, and procedures related to hardware across all CEC sites.
Lead compliance efforts related to asset tagging, standard labeling, receipt verification, and incident-based escalations.
Partner with the ITAD vendor to ensure secure and environmentally compliant disposal of end-of-life assets; validate certificates of destruction and serial number reconciliation.
Team Enablement & Remote Coordination
Provide hands-on guidance, training, and performance oversight to local call center technicians responsible for executing onsite asset management tasks.
Develop easy-to-follow SOPs and task playbooks aligned with non-ITAM audiences.
Act as the escalation point for operational issues, ticket backlogs, shipping delays, or mismatches in records.
Coordinate remotely with SAM Managers, TWP stakeholders, and ServiceNow platform teams as needed.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
About Us
All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.
Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.
Washington Applicants Only: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.
About the Team
Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
Job Description
The Hardware Asset Manager - CEC Operations is a critical role within the Technology Asset Management (ITAM) function, responsible for overseeing the end-to-end hardware asset lifecycle across the Customer Engagement Centers (CECs). This includes centralized governance, operational oversight, and data integrity for all physical IT assets used across the CEC footprint.
Operating in a federated model, this role will lead and enable a team of local call center technicians (non-ITAM skilled) to perform daily asset management tasks while ensuring compliance with corporate standards, supporting provisioning, tracking asset movements, reconciling inventory, coordinating secure disposal, and supporting lifecycle planning efforts. The Hardware Asset Manager will be accountable for driving consistency, compliance, and asset optimization within the hybrid CEC ecosystem.
Education and Experience
Required
Bachelor's degree in information technology, Business Administration, Operations, or a related field - or equivalent combination of education and professional experience.
Minimum of 5 years of experience in IT Asset Management, Hardware Lifecycle Management, or related IT operations roles.
Strong working knowledge of ServiceNow HAM Pro or equivalent ITAM platforms.
Demonstrated ability to manage asset operations in hybrid environments, including onsite, remote, and third-party contractor models.
Proven track record in hardware lifecycle execution, including procurement coordination, tagging, inventory tracking, returns, and disposals.
Experience coordinating with ITAD vendors and supporting data sanitization and secure disposal efforts.
Excellent communication, documentation, and stakeholder management skills, particularly when working with frontline staff and remote teams.
Preferred
Certified Hardware Asset Management Professional (CHAMP) or equivalent industry credential.
ITIL Foundation or Intermediate certification, demonstrating knowledge of service lifecycle and operations.
Familiarity with audit processes, including asset trail validation, data reconciliation, and supporting evidence collection.
Experience supporting multi-location or call center environments, with a mix of company-owned and partner-managed operations.
Core Work Activities
Operational Oversight & Lifecycle Management
Serve as the point of ownership for all IT hardware assets deployed across CEC locations-including laptops, monitors, headsets, peripherals, and specialty hardware.
Oversee the full asset lifecycle: planning, procurement coordination, receipt, tagging, issuance, return, storage, redeployment, retirement, and disposal.
Maintain strong collaboration with CEC site leaders, Global Procurement, Service Desk, TWP product owners, and third-party partner firms to support daily operations.
Manage provisioning and reclamation processes for remote and partner company agents, including shipment logistics and return coordination.
Monitor onsite stock levels, place replenishment requests, and ensure availability of hardware consumables and accessories.
Data Quality & Reporting
Ensure accurate and timely updates to the ServiceNow HAM Pro module or designated asset tracking systems.
Reconcile CMDB data against physical inventory through monthly audits, spot checks, and exception reporting.
Maintain audit readiness by ensuring complete documentation of all asset transactions and movements.
Generate weekly/monthly dashboards and reports on inventory levels, asset health, EOL status, pending returns, and staging/disposal volumes.
Governance & Compliance
Enforce ITAM policies, standards, and procedures related to hardware across all CEC sites.
Lead compliance efforts related to asset tagging, standard labeling, receipt verification, and incident-based escalations.
Partner with the ITAD vendor to ensure secure and environmentally compliant disposal of end-of-life assets; validate certificates of destruction and serial number reconciliation.
Team Enablement & Remote Coordination
Provide hands-on guidance, training, and performance oversight to local call center technicians responsible for executing onsite asset management tasks.
Develop easy-to-follow SOPs and task playbooks aligned with non-ITAM audiences.
Act as the escalation point for operational issues, ticket backlogs, shipping delays, or mismatches in records.
Coordinate remotely with SAM Managers, TWP stakeholders, and ServiceNow platform teams as needed.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
About Us
All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.
Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.
Washington Applicants Only: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.
About the Team
Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.