Job Title: SACM & CSI Manager
GRF Title: Service Process Manager - 12
Job Type: Full-time
Job Summary:
We are looking for a highly skilled and dedicated Senior ITIL Process Manager to own, mature, and optimize our critical Service Asset & Configuration Management (SACM), Continual Service Improvement (CSI), and Service Level Agreement (SLA) Reporting processes. This role is pivotal in maintaining the integrity and accuracy of our IT estate, fostering a culture of continuous improvement, and providing transparent performance insights into our service delivery. The ideal candidate will be an ITIL expert with a proven track record of implementing and enhancing these processes within a complex enterprise environment.
Key Responsibilities:
- Process Ownership & Strategy:
- Serve as the primary owner and subject matter expert for Service Asset & Configuration Management, Continual Service Improvement, and SLA Reporting processes.
- Define, develop, and maintain comprehensive process documentation, policies, standards, and procedures in alignment with ITIL best practices and organizational goals.
- Develop and execute strategic roadmaps for the continuous evolution and maturity of these processes.
- Service Asset & Configuration Management (SACM):
- Lead the design, implementation, and ongoing management of the SACM process and the Configuration Management Database (CMDB).
- Define Configuration Items (CIs) and their attributes, relationships, and lifecycles, ensuring accuracy and consistency.
- Establish and enforce policies and procedures for CI identification, control, status accounting, verification, and audit.
- Collaborate with various IT teams (e.g., Infrastructure, Applications, Operations, Security) to ensure the CMDB accurately reflects the IT environment.
- Drive integration of SACM with other ITSM processes (Incident, Problem, Change, Release, Security) to enable end-to-end service visibility.
- Oversee regular CMDB audits and reconciliation activities to maintain data integrity and compliance.
- Ensure effective lifecycle management of IT assets from acquisition through disposal.
- Continual Service Improvement (CSI):
- Establish, promote, and embed a culture of Continual Service Improvement across all IT services and processes.
- Develop and manage the CSI register, identifying, prioritizing, and tracking improvement opportunities utilizing the ITIL CSI model.
- Lead cross-functional CSI initiatives, leveraging data analysis, stakeholder feedback, and industry best practices to deliver tangible improvements in service quality, efficiency, and cost-effectiveness.
- Facilitate workshops, conduct root cause analysis for recurring issues, and propose innovative solutions.
- Measure, monitor, and report on the effectiveness and benefits of CSI activities to stakeholders.
- SLA Reporting & Service Performance Management:
- Define, negotiate, and ensure adherence to Service Level Agreements (SLAs) with business units, Operational Level Agreements (OLAs) with internal support teams, and Underpinning Contracts (UCs) with external vendors.
- Develop and implement robust SLA monitoring and reporting mechanisms, providing clear, concise, and actionable insights into service performance.
- Design and maintain comprehensive service performance dashboards and scorecards for various levels of management and stakeholders.
- Analyze SLA breaches, identify underlying causes, and work with relevant teams to implement corrective and preventative actions.
- Conduct regular service review meetings with business stakeholders to discuss performance, trends, and improvement plans.
- Tooling & Automation:
- Collaborate with ITSM tool administrators to optimize the configuration and utilization of the ITSM platform (e.g., ServiceNow, Jira Service Management) specifically for CMDB management, CSI tracking, and automated SLA reporting.
- Identify and champion opportunities for automation within SACM, CSI activities, and reporting to enhance efficiency and accuracy.
- Training & Mentorship:
- Provide guidance, training, and mentorship to IT staff on best practices related to SACM, CSI, and SLA management.
- Promote understanding and adherence to defined processes and standards across the organization.
Required Skills & Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
- 10+ years of experience in an IT Service Management role, specifically focused on SACM, CSI, and/or SLA Management.
- ITIL v3 Expert or ITIL 4 Managing Professional certification is highly preferred. ITIL v4 Foundation is a minimum requirement.
- Demonstrable expertise in designing, implementing, and maturing a Configuration Management Database (CMDB) and SACM processes.
- Proven experience in leading and demonstrating outcomes from Continual Service Improvement initiatives.
- Extensive experience with defining, monitoring, and reporting on Service Level Agreements (SLAs) in a complex IT environment.
- Strong understanding and practical experience with ITSM tools (e.g., ServiceNow, Jira Service Management) particularly their CMDB, reporting, and performance analytics modules.
- Excellent analytical, data interpretation, and problem-solving skills.
- Exceptional communication (written and verbal), interpersonal, and presentation skills, with the ability to influence and engage stakeholders at all levels.
- Strong organizational skills with the ability to manage multiple priorities and projects simultaneously.
- Experience with risk management, compliance, and auditing principles related to IT assets.
- A proactive and strategic thinker with a passion for driving operational excellence.
