Service Configuration Manager

This role is accountable for the design, operation, management and maintenance of the IT CMDB, Service Catalogue, Service Pipeline and overall Service Portfolio, responsible for onboarding new services, updating live services and retiring discontinued services, and the control and development of IT assets and configuration items required to deliver excellent IT services, to ensure accurate, consistent, reliable information regarding service assets, configuration items and both live and upcoming services are available to IT stakeholders as and when required.

The role is responsible for the following areas:

• Work with the ITSM Manager to design and develop the asset and configuration operating model including clear process and tools that support accurate recording and tracking.
• Work with the ITSM Manager to develop, manage and promote the IT Service Portfolio and Service Catalogue
• Day to day identification, control, management and protection of assets throughout their lifecycle including software licences.
• Day to day identification, control, record, report, audit and verify services and other configuration items.
• Ownership and day to day management, maintenance and development of the Service Portfolio and its constituent elements, working closely with the Service Design & Transition Manager to ensure an accurate service pipeline and service catalogue.

KEY RESPONSIBILITIES

• Design the asset and configuration operating model which will provide excellent services
• Build the practice, developing processes and procedures.
• Create a Configuration Management Plan.
• Working with the ITSM Manager, design, develop and implement the Service Management/ITIL processes that are to be used in Group IT for asset, configuration and service catalogue.
• Own the service asset, configuration and catalogue strategy and roadmap, ensuring it aligns with service portfolio decisions, service design policies, and organisational goals.
• Provide asset, configuration and catalogue management expertise and guidance to members of the ITSM team and other internal stakeholders from both an operational and governance perspective.
• Support the development of a new CMDB, helping to define its structure, including Configuration Item (CI) types, naming conventions, attributes and relationships.
• Design, develop and implement a structured Service Catalogue, Service Pipeline & CMDB using asset information gathered from discovery tools.

QUALIFICATIONS

• A Level IT, BTEC in Computing or equivalent.
• MCP or equivalent.
• ITIL V4 Practitioner: IT Asset Management, Service Configuration Management and/or Service Catalogue Management (preferred) or equivalent ITIL V3 Intermediate certifications
• ITIL V4 Practice Manager or Managing Professional (desirable).

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