Operating Model
Operations runs a shared-service model. Every department submits requests into the same queue, draws from the same asset pool, and routes approvals through common policies. The domain does not duplicate HR or Finance functions; it orchestrates the administrative handoffs between them while owning the execution layer. Ops managers own process definition and vendor relationships. Admins handle day-to-day ticket resolution and asset moves. Office and facilities staff manage physical resources, space, and vendor site access. Each role sees the same entities but through a scoped view that surfaces the fields and actions relevant to their responsibilities.Responsibilities
- Maintain the Request Queue and enforce SLA targets
- Manage the Asset Inventory including assignment, refresh, and disposal
- Onboard, monitor, and offboard Vendors
- Define and update operational Policies and approval rules
- Execute and audit Approval workflows
- Report KPIs and escalate exceptions
KPIs
- Request first-response time and resolution time by category
- Asset utilization rate and unassigned inventory
- Vendor risk score and contract coverage
- Approval cycle time and delegation accuracy
- Operational cost per request and per asset
Non-Goals
- Payroll processing (owned by People/Finance)
- Customer support ticket resolution (owned by Customer Success)
- Product infrastructure monitoring (owned by Engineering)
- Legal contract negotiation (owned by Legal, supported by Operations)