Aon—DWE Service Governance Lead

Job description

Description: Job Title- DWE Service Governance Lead Position type- Full Time Work Location- Gurgaon, Bangalore Working style- In Office Cab Facility- Yes People Manager role: Yes Required education and certifications critical for the role- Bachelor's degree in Computer Science, Information Technology, Engineering, Business Systems, or a related field. Equivalent relevant experience may be considered. ITIL, project management, ServiceNow, or related certification is advantageous. Required years of experience - Relevant experience in IT service governance, asset management, mobility or telecom services, business analysis, technology operations, or program delivery within a complex global enterprise environment. AON IS IN THE BUSINESS OF BETTER DECISIONS At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed. INFORMATION ABOUT THE BUSINESS Digital Workplace & Experience (DWE) provides and governs the technology services that enable colleagues to work securely, productively, and effectively. This role supports consistent service delivery, lifecycle governance, operational readiness, financial stewardship, and continual improvement across DWE services. GENERAL DESCRIPTION OF ROLE: The DWE Service Governance Lead owns the governance framework, lifecycle controls, operational readiness, and continual improvement of DWE services. The role has primary accountability for service governance across end-user computing, network, collaboration, asset ordering, refresh, and related service management processes. The role may also involve serving as the Global Mobility Service Owner and Governance Lead. JOB RESPONSIBILITIES: Own and evolve the DWE service governance framework, including policies, standards, controls, procedures, KPIs, dashboards, and executive reporting. Govern the lifecycle of end-user computing, network, collaboration, mobility, and related DWE technology assets and services. Lead PC refresh planning, hardware ordering, deployment tracking, recovery, disposal, and lifecycle compliance. Coordinate adoption of ServiceNow HAM Pro, including process readiness, data quality, controls, integrations, reporting, and stakeholder adoption. Define improved workflows for asset management, mobility, renewals, and service management processes. Drive CMDB and asset accuracy through reconciliation, root cause analysis, exception management, ownership clarity, and corrective action. Coordinate operational readiness, transition, communications, training, and adoption for new or enhanced DWE capabilities. Partner with Service Owners, Technology teams, Procurement, Finance, project teams, and vendors to deliver compliant and customer-focused operational change. Own the global Mobility service strategy, roadmap, standards, governance, vendor and carrier oversight, financial management, service performance, and continual improvement. Own global governance of DWE maintenance, software, licensing, and contract renewals, including planning, stakeholder coordination, decision tracking, risks, and timely completion. SKILLS/COMPETENCIES REQUIRED: Experience in IT service governance, asset management, mobility or telecom services, business analysis, technology operations, or program delivery in a complex global enterprise environment. Hands-on ServiceNow experience, preferably including HAM, CMDB, ITSM workflows, dashboards, and reporting. Knowledge of PC refresh, hardware procurement, inventory, deployment, recovery, disposal, enterprise mobility operations, carrier services, billing, and telecom expense management. Experience managing maintenance, software, licensing, or contract renewal cycles across multiple services and stakeholders. Strong requirements analysis, process mapping, workflow design, impact assessment, governance, implementation coordination, and operational readiness capabilities. Strong vendor, financial, procurement, risk, compliance, and stakeholder management skills. Analytical and data-focused approach, with experience in KPIs, dashboards, root cause analysis, cost-benefit analysis, and continual improvement. Strong communication, facilitation, negotiation, and executive reporting skills, with proficiency in Excel and PowerPoint and the ability to work independently across global and regional teams. HOW WE SUPPORT OUR COLLEAGUES In addition to our comprehensive benefits package, we are proud to be an equal opportunity workforce. At Aon, we believe a diverse workforce is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their wellbeing and work/life balance while empowering you to be your authentic self. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging them to take time to focus on themselves. We offer a variety of workstyle options through our Smart Working model, but we also recognize that flexibility goes beyond just the place of work... and we are all for it! Our continuous learning culture inspires and equips colleagues to learn, share and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant and more valued. #LI-RK2 2586591 Responsibilities: Job Title- DWE Service Governance Lead Position type- Full Time Work Location- Gurgaon, Bangalore Working style- In Office Cab Facility- Yes People Manager role: Yes Required education and certifications critical for the role- Bachelor's degree in Computer Science, Information Technology, Engineering, Business Systems, or a related field. Equivalent relevant experience may be considered. ITIL, project management, ServiceNow, or related certification is advantageous. Required years of experience - Relevant experience in IT service governance, asset management, mobility or telecom services, business analysis, technology operations, or program delivery within a complex global enterprise environment. AON IS IN THE BUSINESS OF BETTER DECISIONS At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed. INFORMATION ABOUT THE BUSINESS Digital Workplace & Experience (DWE) provides and governs the technology services that enable colleagues to work securely, productively, and effectively. This role supports consistent service delivery, lifecycle governance, operational readiness, financial stewardship, and continual improvement across DWE services. GENERAL DESCRIPTION OF ROLE: The DWE Service Governance Lead owns the governance framework, lifecycle controls, operational readiness, and continual improvement of DWE services. The role has primary accountability for service governance across end-user computing, network, collaboration, asset ordering, refresh, and related service management processes. The role may also involve serving as the Global Mobility Service Owner and Governance Lead. JOB RESPONSIBILITIES: Own and evolve the DWE service governance framework, including policies, standards, controls, procedures, KPIs, dashboards, and executive reporting. Govern the lifecycle of end-user computing, network, collaboration, mobility, and related DWE technology assets and services. Lead PC refresh planning, hardware ordering, deployment tracking, recovery, disposal, and lifecycle compliance. Coordinate adoption of ServiceNow HAM Pro, including process readiness, data quality, controls, integrations, reporting, and stakeholder adoption. Define improved workflows for asset management, mobility, renewals, and service management processes. Drive CMDB and asset accuracy through reconciliation, root cause analysis, exception management, ownership clarity, and corrective action. Coordinate operational readiness, transition, communications, training, and adoption for new or enhanced DWE capabilities. Partner with Service Owners, Technology teams, Procurement, Finance, project teams, and vendors to deliver compliant and customer-focused operational change. Own the global Mobility service strategy, roadmap, standards, governance, vendor and carrier oversight, financial management, service performance, and continual improvement. Own global governance of DWE maintenance, software, licensing, and contract renewals, including planning, stakeholder coordination, decision tracking, risks, and timely completion. SKILLS/COMPETENCIES REQUIRED: Experience in IT service governance, asset management, mobility or telecom services, business analysis, technology operations, or program delivery in a complex global enterprise environment. Hands-on ServiceNow experience, preferably including HAM, CMDB, ITSM workflows, dashboards, and reporting. Knowledge of PC refresh, hardware procurement, inventory, deployment, recovery, disposal, enterprise mobility operations, carrier services, billing, and telecom expense management. Experience managing maintenance, software, licensing, or contract renewal cycles across multiple services and stakeholders. Strong requirements analysis, process mapping, workflow design, impact assessment, governance, implementation coordination, and operational readiness capabilities. Strong vendor, financial, procurement, risk, compliance, and stakeholder management skills. Analytical and data-focused approach, with experience in KPIs, dashboards, root cause analysis, cost-benefit analysis, and continual improvement. Strong communication, facilitation, negotiation, and executive reporting skills, with proficiency in Excel and PowerPoint and the ability to work independently across global and regional teams. HOW WE SUPPORT OUR COLLEAGUES In addition to our comprehensive benefits package, we are proud to be an equal opportunity workforce. At Aon, we believe a diverse workforce is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their wellbeing and work/life balance while empowering you to be your authentic self. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging them to take time to focus on themselves. We offer a variety of workstyle options through our Smart Working model, but we also recognize that flexibility goes beyond just the place of work... and we are all for it! Our continuous learning culture inspires and equips colleagues to learn, share and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant and more valued. #LI-RK2