Role type: Permanent

Location: London (Hybrid working. 3 days from office and 2 days from home)

The role:

• As the IT Service Asset & Configuration Manager (SACM) you will support the IT service Quality and Improvement Manager to manage the life cycle of IT assets and configuration items, as well as the processes that ensure the content and quality of data recorded in the Service Asset and Configuration Management databases (CMDB) meet the required standards.
• Responsible for ensuring the organisation's asset and configuration processes are fit for purpose and drive continuous improvement activity to deliver increased value from the CMDB and total asset visibility across the Client's estate.
• Oversees the entire Service Asset and Configuration Management (SACM) life cycle of all Assets and Configuration Items (CIs) within a Configuration Management Database (CMDB), through robust processes and procedures
• Continually ensures the registration, maintenance, and control of the CMDB and ensures the integrity and accuracy of the data within.

Key Responsibilities:
Strategy and Planning

• Contributes to functional strategy development and prioritises operational deliverables and activities of team to support delivery of overall business targets
• Manages tactical plan and provides support to others to achieve positive results for the business in line with strategy
• Develop a robust Service Asset and configuration management process, utilising Client's strategic ITSM tool ServiceNow

Policy, Process and Procedures

• Responsible for ensuring that all CIs are identified as documented in the plan
• Ensuring every new CI follows the same identification Standard as defined in the SACM Plan.
• Responsible for creating policies and detailed procedures to ensure roles and responsibilities are understood across the CMDB eco-system
• Responsible to ensure that the listed status of CIs are accurate
• Clearly define responsibilities among stakeholders involved in the SACM process, as well as their relation to other ITIL processes eg Incident, Problem and Change Management
• Verification and Audit of Configuration Items
• Performing regular audits of the CMDB and verification that all CIs match the physical infrastructure.
• Where discrepancies are found, develop a policies to ensure prevention of re-occurrence

Environmental Awareness/Customer Focus

• Ensure that CMDB Content is up to date, working directly with Data Owners.
• Assist with audits of CMDB data whenever necessary. Perform internal audits for the managed area.
• Ensure the data integrity and accuracy of information within the CMDB for the managed area
• Review accuracy and completeness of IT asset data
• Conduct regular data quality audits: raise data quality issues with Data Owners and Service Providers
• Conduct regular data quality audits
• Report and escalate exceptions in the Change Process for the managed area to the Change Managers
• Ability of managing virtual teams to deliver updates to the CMDB

Technical Performance

• Develop the ServiceNow CMDB to manage CI's against policy and procedural standards.
• The design and delivery of a ServiceNow CMDB using both a mix of automatic discovery and manual mapping considering; functional and non-functional requirements, the scope and depth of information held and phasing of the implementation plan.
• Planning and executing the population of the asset register and configuration management database (CMDB), ensuring that the data held is complete and accurate.
• The identification of any CIs not recorded in the CMDB or incorrectly recorded and adding or correcting such records; taking corrective action if a physical audit identifies any deficiency in the accuracy or completeness of the records in the CMDB and for coordinating regular audit reviews.
• Ensuring that internal controls are established, monitored for effectiveness, and reported.
• Addressing and escalating issues of non-compliance of policy, standards and processes.

Skills & Experience:

• 5+ years of previous experience in IT service delivery including Management Experience in Insurance sector
• IT Service Professional - ITIL Qualified and Experienced
• Management of external Service Providers - ideally off-shore
• Experience of working across globally dispersed teams, internal and external
• Experience of delivering the right services in a rapidly changing business environment
• Good Management and communication skills, hosting and facilitating of internal and external SACM/CMDB meetings
• Problem solving skills
• * Understanding of Service Management Framework

We are committed to offering an inclusive recruitment experience. If you require accommodations because of disability or health condition, please email. This position is being sourced through our Outsourcing service line.