Manager - Asset & Configuration - IT

Asset & Configuration Manager

Key Responsibilities :

- The role of the Configuration Manager is a Customer, delivery and account team facing role and is central to the monitoring, auditing and validating of CMDB Data and focused on delivering highest quality of Data.

- The Configuration Manager is the Management resource placed at the Service Integration layer who has the overall responsibility for tracking, monitoring and reporting upon the structure of an agreed set of services throughout their lifecycle within the CMDB.

- The Configuration Manager is responsible for continuous enforcement of overall quality of the Data recorded in the CMDB.

Key Data quality checkpoints include :

- To ensure that the CMDB records are complete and consistent so they reflect the knowledge present at the Customer IT environment regarding the in-scope Services and CI's

- To ensure that changes applied to Services and CI's are reflected in the CMDB where necessary

- To keep the Data quality standards and requirements documented and published to Data Owners

- To verify that the identified and recorded information in the CMDB are accurately captured by Service Owners and Data Owners Configuration Manager is responsible for:

- Conducting regular Data quality audits

- Reporting and escalating exceptions in the Change Process to the relevant Change Managers

- Interpreting through audits results and verification, exceptions in the CMDB Data and facilitates the resolution of these through the Data manager

- Policing the information in the CMDB against defined standards and escalates where standards are not being met to Data Owners

- Identifying the Data Manager and Data Owner for new CI's

- Identifying new Data managers and trains them on the tool, processes and standards

- Providing training upon request to CMDB users

- Involvement in access Management in regard to the CMDB

- Govern investigation of configuration management system discrepancies and ensure identified discrepancies are addressed

Key TASKS & RESPONSIBILITIES :

- Ensure that processes are followed by all stakeholders including Vendors, Third Parties, Suppliers, Customer representatives

- Enforces process adherence across all suppliers and escalating to appropriate managers and service owners when process standards are not met.

- Communicates strategic process changes to relevant parties. Organizes and chairs calls and meetings as required by process.

- Monitors process performance metrics and Key Performance Indicators (KPIs) & performance SLA's

- Ensure Service quality and availability and performs required quality checks

- Ensure quality reports are produced, distributed, and utilized and ensure cross service improvement opportunities

- Ensure all activities in IT environment are being performed under process control

- Escalates, analyzes, and resolves service performance issues

- Register and implement process improvements based on audit findings

- Facilitate and participate in process audits

- Reviews opportunities and provides approval for process enhancements

- Design, update of the "Integrate" process/procedures and KPI's aligned with contractual obligations across all partners

- Propose process improvements and ensures that the process documentation is up-to-date, adequate and available

- Drives continuous improvement and enables innovation

Qualification & Competencies (education, skill, experience) :

- University degree in business administration and/or informatics or similar education

- Extensive experience with setting up key performance indicators and operations planning

- Knowledge and experience in process management for global environments

- Proven leadership, motivational and interpersonal skills as well as experience in managing governance in matrix organizations & multi partner eco-system

- Strong know-how in IT Service Management Processes and IT Operations procedures and tool architecture, ITIL certified

- Good experience on Service management tool (eg service now), analytical tools and good understanding of agile project management skills

- Profound Knowledge of information technology and/or infrastructure operations

- Strong communication skills, analytical, structural and strategic skills

- Deliver responsibilities with rational, expertise, accuracy, persistence, resilience, and creativity seeking to work both independently and collaboratively