Role: Service Process Lead (Software license management)
GRF Title: Service Process Lead - FJ11
Job Type: Full-time
Exp:7-10 years
Must have: Ready to work in Australian shift.
The Software License Management Team ensures that the following steps are carried out:
- Identify deployed software and compare it to the baseline inventory.
- Identify and reconcile discrepancies between discovered data and baseline inventory.
- Review licensing models, agreements, and compliance requirements.
- Classify software based on business criticality, usage frequency, and licensing complexity.
- Document a Software License Management Plan.
- Register and maintain software as CIs in the CMDB.
- Map software licenses to relevant hardware or user assets to track usage.
The Software License Management Team ensures that the following steps are carried out:
- When a request is triggered, the Software License Management team reviews the request and checks for availability of existing software licenses.
- Verify existing software license availability and inform the requestor.
- Record new license entitlements and agreements in the CMDB and/or contract repository.
Map software licenses to IT hardware assets to track usage.
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The Software License Management Team ensures that the following steps are carried out:
- Retire/decommission expired, obsolete, or unused software license records.
- Update ITSM toolset / license records to reflect changes.
Generate and distribute license recovery reports to stakeholders.
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The Software License Management Team ensures that the following steps are carried out:
- Collect and analyze license usage data to identify trends, underutilized or unauthorized software, and potential compliance gaps.
- Verify license key expirations, contract renewals, and other time-based obligations captured in the CMDB or license repository.
- Detect and flag instances of over-allocation, such as more installations than licenses owned.
- Generate compliance reports, unauthorized or blacklisted software installations and distribute to stakeholders.
- Update license records to reflect changes.
- Create and maintain a list of authorized and unauthorized software licenses.
- Ensure the license inventory and entitlement records are accurate and reconcilable against vendor expectations.
- Track metrics
Analyze software usage trends to identify opportunities for optimization or re-harvesting.
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Activities to evaluate, plan, and request new or renewed licenses in alignment with business needs and contractual terms.
- Review software usage and entitlements: Analyze current license inventory, usage trends, and entitlements to identify over- or under-utilized assets.
- Perform gap analysis: Compare actual usage against license entitlements and identify any shortfalls, compliance risks, or unused capacity.
Forecast Licensing Needs: Collaborate with stakeholders to project new or renewed license requirements based on planned projects, user growth, or technology changes.
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- Guarantee that all metrics (SLA/KPI) are measured and communicated to all delivery units
- Monthly upload of process related SLA to the Fujitsu Standard KPI/SLA repository
- Act as a point of contact and escalation for the customer, account and delivery units in all SLA related matters
- Participation in internal monthly service review meeting and contribution to customer service review
- Coordination of SLA mitigation activities across the multiple delivery units
- Analysis of SLA related reports as well as mitigation proposals
On a regular basis, review the agreed metrics and KPIs and propose amendments to ensure they are fit for purpose.
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- Monthly proactive production and analyzing standard internal Fujitsu service status reports (health checks)
- Producing and analyzing of internal Fujitsu daily, weekly and/or monthly service control related reports:
- License Tracking: Update the software license inventory with new licenses, renewals, and expirations.
- License Expiry Alerts Review: Monitor alerts for upcoming license renewals and expirations.
- Software License Lifecycle: Collaborate with teams to discuss upcoming software license renewals or retirements.
- Stakeholder Engagement: Respond to ad-hoc queries from management regarding licensing.
- Meetings: Collaborate with SLiM stakeholders to align software needs.
- Reviewing the nature of the trends and triggering respective actions (demand analysis
Producing or analyzing Non-standard, ad-hoc reporting (limited to 1 report per month)
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- Conducting process related meetings with customer and delivery units
- Act as a contact and escalation point for the customer and account in regard to process and procedure
- Act as a contact and escalation point for the delivery units in regard to process and procedure
- On a regular basis, review, update and communication of processes and procedures
- Participation in standard process related audits
- Creation, update/maintenance and communication of process related work instructions
- Delivery of process related trainings to delivery units and other agreed stakeholders
Monitor, maintain and ensure compliance to the Process and respective industry and Fujitsu standards
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- Proactive identification of process related Continual Improvement initiatives, such as automation and ITSM toolset proposals and process related demand reduction opportunities
- Propose, plan, implement, track, and review of process related improvements
- Act as contact and escalation point for the customer, account and delivery units in process related Continual Improvement matters
- Maintain, control, and improve interfaces with key ITSM processes, ensuring their efficiency during service lifecycle
- Participation in account Continual Improvement related meetings
Active participation and collaboration in CommCell's (or similar Continuous Improvement forums) on a regular basis. Record ideas and track forecast/actual benefits in the Global Delivery Benefits tracker.
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- Perform process related service acceptance as part of Service Readiness Review (SRR) for all new services/projects according to the Fujitsu Service Acceptance best practices
- Consult change schedules (FSC) for awareness of upcoming operational changes and perform change assessment where required
Identification of process related risks to the services, updating of risk registers where needed and contribution to risk mitigation plans.
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- Minimum of 7+ years of progressive experience in Software Asset Management (SAM) or IT Procurement, with at least 3 years in a senior or lead role.
- Proven experience in developing, implementing, and operating ITIL-aligned processes, specifically SACM, Financial Management, and Supplier Management.
- Extensive hands-on experience with leading SAM tools (e.g., Flexera, Snow Software, ServiceNow SAM Pro, Aspera) and ITSM platforms (e.g., ServiceNow, Jira Service Management, BMC Helix ITSM).
- Demonstrable track record of delivering significant cost savings and compliance improvements through effective SAM initiatives.
- Expert knowledge of ITIL principles and processes, specifically Service Asset and Configuration Management (SACM), Financial Management for IT Services, and Supplier Management.
- Deep understanding of various software licensing models from major vendors (e.g., Microsoft, Oracle, IBM, Adobe, SAP, VMWare, cloud providers like AWS/Azure/GCP).
- Strong analytical skills with the ability to interpret complex license agreements and usage data, identify trends, and derive actionable insights for cost optimization and risk mitigation.
- Proficiency in designing and generating comprehensive SAM reports and dashboards.
- Excellent written and verbal communication skills, including advanced negotiation, presentation, and stakeholder management abilities.
- Strong contractual review and interpretation skills.
- Detail-oriented with a commitment to accuracy and data integrity in software asset records.
- Ability to work independently, prioritize tasks, and manage multiple initiatives simultaneously in a fast-paced, dynamic environment.
