Purpose: Ensure customer trust and security by approving requests with financial or security implications.
Responsibilities:
- General Approvals (GA):
- Review requests for purchases, access/permission changes, SaaS applications updates, financial matters, onboarding/off-boarding, and network changes.
- Primary contact for most approval requests.
- Hardware Approvals(HA):
- Oversee procurement, device repair, and inventory management.
- Facilitate hardware-related requests.
- Application Admins (AA):
- Manage approvals for application access during onboarding/off-boarding.
- Handle applications not supported by Systems & Smiles.
- Super Approvals (SA):
- Review requests for access to existing employee data stored in SaaS accounts or devices.
Common Requests Requiring Approval:
- User additions/removals in email groups and SaaS applications.
- Hardware and accessories orders.
- SaaS licenses procurement.
- Device repairs and provisioning.
- Network changes (e.g., WiFi passwords, router reboots).
Approval Process:
- End-user requests are sent to approvers via email.
- Approvers' responses trigger the next steps automatically.
- Temporary support plans are implemented during approvers' absence.
Approver Designation:
- Recommend at least 2-3 approvers.
- Suitable roles include IT Managers, Department Heads, People Team Leads, and Operations Directors.
- Contact the Customer Success Manager to add or remove approvers.
Contact:
- For changes to approver roles or temporary support plans, notify your Customer Success Manager.