Req ID: 69254

This position is with NTT DATA BCU, Inc. and is part of the BCGE Union.

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Service Delivery Specialist - Hardware Asset Management to join our team in Burnaby, British Columbia (CA-BC), Canada (CA).

Purpose of Position The HAM Service Delivery Specialist allocates resources and monitors the day-to-day Hardware Asset Management service activities for the team, and provides mentoring, training and limited administrative functions. This position provides expertise to customers to sustain effective and timely customer services and contributes to planning processes to help develop the section’s IT strategy.

Accountabilities

- Provides leadership and mentoring to team staff. Allocates resources and monitors the day-to-day service activities of staff. Communicates current program issues to staff to ensure they are able to provide accurate information and service.
- Identifies Hardware Asset Management service quality issues, opportunities and constraints and makes recommendations for improvements to the Manager
- Monitors and manages the Enhanced Executive Support and VIP requests and responds to any requests from section staff.
- Fields escalations from staff related to customer issues. Contacts clients to confirm and/or obtain additional information and to update asset data.
- Interacts with NTTC, business partners, 3rd party vendors and Provincial Government or Health Authority related clients to resolve hardware, software and other business process issues.
- Creates, updates and presents ITAM training material to section staff on an ongoing basis.
- Develops, manages, and administers Hardware Asset Management best practices. Facilitates deployment of recent, existing or improved processes to all service delivery units within NTT DATA based on customer requirements. Consults and recommend actions and remedies for business process design and deployment.




- Is accountable for the process health of operational processes deployed within NTT DATA to include (but not limited to) all associated controls and measurements. The position acts as the single point of contact for all process activities.
- Monitors day to day Asset Management work flows by preparing weekly reports on asset volumes, trends and exceptions, and reporting to the Manager.
- Participates in projects to implement changes and provides functional direction to staff assigned to projects as required.
- Tests and/or oversees testing of new or updated functionality for the AMDB.
- Assists Manager with administrative functions such as hiring and training of staff, monitoring of daily and weekly workloads, reassigning of staff to meet fluctuations in the nature and variety of customer service demand, setting priorities and assigning and scheduling staff to complete assignments according to customer needs.
- Evaluates effectiveness of Hardware Asset Management service by reviewing and analyzing Evergreen reports and directing team members to resolve exceptions.
- Communicates with Leasing contacts and Finance Team liaisons to ensure that all assets are associated with the appropriate lease contracts and directs team members to resolve exceptions so that leases can be approved in timely manner.
- Familiarize with client’s SOW & drive the HAM deliverables within the boundaries of the contract
- Update & maintain account specific SOP's and related documents in line with the latest changes.
- Stay up to date on standard (HAM/SAM) business practices defined by tower and implement on the account.
- Validate that all data sources are gathered each month to support monthly Invoicing process
- Review the monthly Audit reports and resolve any issues that may prevent teams from meeting operational metrics




- Monitor the overall account health through ongoing multiple checkpoints that ensure data quality
- Identify # of errors/SLA breaches in deliverables and provide timely feedback
- Identify gaps that may become showstoppers and recommend improvements and ensure timely resolution
- Delegation of tasks to individuals supporting the account and tracking the progress
- Engage with Team and coach/mentor them on improvement areas in regular cycles

Qualifications

- 8+ years of experience in Hardware Asset Management subject area
- Experience leading HAM services in complex environments and working effectively with multiple stakeholders
- Strong analytical, organizational and interpersonal skills
- Experience with SAM Pro Platform and ServiceNow Asset Module
- Experience with various database and spreadsheet tools – SQL, Access, etc.

Strong

Excel skills.

- Experience with leading and delegating tasks to team members

Financial Responsibility
- No financial responsibility.

Direct Supervision
- No supervisory responsibility.

Project/Team Leadership or Training

Team Lead/Training responsibilities

Please note, as per the CBA and Human Rights Code of BC, this posted position may be used for accommodation of union members based on medical or human rights grounds without previous notice.

The Employer must give preference to a union member who has submitted an approved the accommodation request if the positions is still vacant during the recruitment process.

Pay Range (2026): CAD $94,209 Annually

About NTT DATA Services

NTT DATA BCU is an entity of NTT DATA Services, a global business and IT services provider specializing in digital,

cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

📌 Service Delivery Specialist - Hardware Asset Management (Burnaby)
🏢 NTT DATA North America
📍 Burnaby