IT Warehouse Subject Matter Expert (SME)

Role Summary / Job Purpose
The IT Warehouse SME is responsible for overseeing end-to-end depot and warehouse operations, ensuring operational excellence, inventory accuracy, and compliance with organizational and client standards. This client-facing leadership role contributes to service delivery success, process optimization, and continuous improvement of IT asset lifecycle management.
9. Key Responsibilities
• Lead end-to-end depot and warehouse operations ensuring SLA adherence and operational efficiency.
• Oversee IT asset lifecycle management including receiving, staging, configuration, shipping, and disposal.
• Supervise inbound/outbound logistics, storage optimization, and quality control processes.
• Maintain accurate asset records in ERP, WMS, and ticketing systems.
• Serve as primary client-facing contact for depot operations and present performance reports.
• Coordinate cross-functional teams, vendors, and service delivery managers to resolve escalations.
• Implement ISO, ITAD, and compliance best practices for security and data handling.
• Drive continuous improvement initiatives to enhance depot performance and customer satisfaction.
10. Required Skills
• Technical Skills:
• IT hardware handling (servers, laptops, networking devices)
• ERP/WMS systems proficiency
• Inventory management & reporting tools
•
Functional Knowledge:
• Depot workflow management (inbound/outbound logistics)
• SLA management & compliance standards
• Client communication & presentation skills
11. Tools / Systems / Technical Knowledge
• ServiceNow or equivalent ticketing system
• ERP / WMS platforms
• Asset Management Systems
• Microsoft Office (Excel, PowerPoint, Outlook)
• Reporting & compliance tracking tools
12. Decision-Making Authority
Authorized to make operational decisions regarding depot workflows, inventory control, process improvements, and escalation handling. Provides recommendations to leadership on cost optimization and performance improvements.
13. Problem-Solving Complexity
Handles moderate to complex operational challenges involving logistics coordination, inventory discrepancies, SLA risks, and client escalations. Requires analytical decision-making and independent problem resolution.
14. Stakeholder Management / Influence
Engages with clients, depot staff, logistics vendors, service delivery managers, and senior leadership. Highly client-facing role with cross-functional influence and operational leadership responsibility.