Service Asset & Configuration Manager

About the role

We are seeking a manager to oversee the direction of our IT Asset Management and Configuration Management divisions. This individual will provide high-level strategic oversight, ensuring that we are making continued progress and adhering to existing roadmaps as our posture in these areas matures.

Responsibilities

• Proactively manage all technology assets throughout their lifecycle.
• Establish the appropriate governance model to ensure that assets are properly owned and managed throughout the enterprise.
• Ensure that configuration baselines for all technology types and configuration drift are effectively managed and governed closely through IT Change management.
• Ensure that the CMDB is accurate and up to date.
• May have some financial responsibilities including project cost estimating, proposal generation, and invoicing.
• Writes and presents business cases as needed for promoting ITSM.
• Prepares presentations on ITSM practices for technical, operational, and management staff.
• Stays abreast of current Service Management trends, capabilities, and methodologies.
• Aids in the transformational change through developing and promoting practical ITSM practices.
• Oversees the enhancement of ITSM practices based on business goals, proactive research, collaboration, and feedback around the effectiveness and efficiency of processes; teams; tools; and partners.
• Understands the business value needed from ITSM practices and ensures the value is realized by focusing on practical and helpful processes and methodologies.
• Aids in the integration of ITSM practices and ITSM tools and technologies for the execution of practice processes.
• Engages with Practice Managers, Service Owners, Product Teams, and Business Leaders as appropriate.
• Is accountable for KPIs and metrics related to the performance of ITSM practices.
• Creates and manages staffing plans to ensure service levels are maintained.
• May perform other job duties as assigned.

Requirements

• A minimum of 7 years of experience in IT service management.
• A minimum of 5 years of formal leadership experience, managing a team of direct reports.
• A minimum of 5 years of experience in ServiceNow platform.
• A minimum of 5 years of experience in IT asset & configuration experience.

Qualifications

• ITIL Foundation or Expert certification (nice to have).
• Knowledge of change management methodology (nice to have).
• Knowledge of ServiceNow and other tools used in ITSM environment (nice to have).
• Knowledge and understanding of how discovery tools work (nice to have).
• Understanding of compliance and risk mitigation (nice to have).
• Excellent presentation, time management, and collaboration skills (nice to have).
• Ability to take initiative and work collaboratively to implement change (nice to have).
• Bachelor’s degree (nice to have).