Reporting into the Head of ITSM Operations, the Service Asset & Configuration Manager is a key operational role within the Business Technology IT Service Management organisation. The role exists to ensure that the Service Asset & Configuration Management (SACM) processes and technology fully support the Advanced business through the routine maintenance of an accurate and up-to-date record of all of hardware and software assets in use within Internal IT. The SACM processes maintain the inter-relationships between Assets, Configuration Items (CIs), and the products & services provided by Business Technology to Advanced colleagues. In doing so, Service Asset & Configuration Management provides the foundational data for all the other ITSM process, such as Incident Management, Request Fulfilment, Change Management, Problem Management, and Knowledge Management. SACM also provides a reliable baseline for financial management, cost visibility and control within Business Technology.
· The Service Asset & Configuration Manager is responsible for managing the SACM processes on a day-to-day basis, reporting to the Head of ITSM Business Services.
· The role is divided into two closely related elements: 1. Service Asset Management (including License Management) and 2. the governance and auditing of the Configuration Management Database (CMDB) and reporting against it.
· Responsible for the recording & administration of all service assets, and the tracking and validation of asset information. This includes hardware assets such as servers, laptops, desktops and networking equipment, and software assets such as purchased software and licenses.
· Ensures the accuracy of the asset information in the ITSM platforms and tools and provides guidance and leadership to other teams and individuals within Business Technology in the appropriate use of those systems.
· Administers and controls received assets that are not yet assigned to a service or business department and ensures that assets are retired and disposed of in a controlled manner when they are no longer in use.
· Tracks license entitlement and usage across Business Technology services and ensures the cost-effective management of licenses and license capacity.
· Reports on license utilization and identifies where licenses could be used more efficiently, working closely with business stakeholders.
· Handles requests for additional licenses through the Software Request Fulfilment process and ensures that process is fit for purpose.
· Responsible for purchasing licenses from vendors for software products deployed by Business Technology and seeks the most appropriate and value for money licensing solutions that meet the requirements of the business now and in the future.
· Participates in licensing audits internally and externally and follows up on any remediation actions as a result.
· Improves the quality of the CMDB and its data over time, so that it provides increased value to the other processes and services delivered by Business Technology
· Ensures the appropriate processes are in place to maintain the CMDB and the relationships held within it.
· Tracks compliance to the process in other Business Technology teams and provides coaching and mentorship to all those using the CMDB.
· Provides focused management reporting on the CMDB. Manages the SACM processes overall, chairs process meetings and recommends and owns process improvements.
· Works closely with owners and managers of other Service Management processes to improve data quality to meet the objectives of those processes and activities.
· Participates in internal and external audits of SACM, providing reports and supporting data and information including coverage of the CMDB and compliance within Business Technology.
· Validates the accuracy of CMDB data and assigns actions (to technical support teams) to resolve discrepancies between the actual and recorded configuration of the Internal IT environment.
Strong data analysis and data modelling skills and a keen attention to detail.
Works collaboratively with and in support of a wider ITSM team with different skills and levels of experience.
Advanced reporting skills with the ability to utilize the tools in use to provide key performance metrics, with the ability to provide executive summaries & commentary to senior management.
Stays up to date with technology trends and keeps abreast of emerging technologies, industry best practices, and IT Service Management frameworks. Continuously enhances technical knowledge and skills through training, certifications, and self-study.
Ensures exceptional customer service by providing timely and effective communication, setting realistic expectations, and following up on all requests. Maintains a professional and courteous demeanour when interacting with business stakeholders.
Adheres to and promotes a continuous improvement culture, share knowledge with peers and takes responsibility for updating the Knowledgebase where appropriate.
Knowledge and understanding of SACM tools and experience of administering a CMDB in a large organization.
A detailed understanding and extensive practical experience of Service Asset & Configuration Management and related ITSM processes, including, but not limited to: Incident Management, Request Fulfilment, Change Management, Problem Management, and Knowledge Management.
Experience of guiding an organization and improving SACM maturity as Business Technology looks to build its capability and skills in this area.
Operational experience of BMC Helix, ServiceNow or similar products, preferably having been involved in tooling implementation projects previously.
Knowledge of discovery tools used to populate and maintain SACM data and wider experience of adopting automation to improve efficiency in data management and maintenance, and the streamlining of processes.
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Advanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.
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