Infra Managed Service Assoc Manager
Accountabilities Service Delivery Management: Lead end-to-end service delivery, ensuring commitments, deliverables, key performance indicators (KPIs), and service improvement activities are achieved.
CMDB Management: Configure and optimize identification and reconciliation rules, monitor CMDB health, and resolve discrepancies between authoritative data sources.
Configuration Management: Define and maintain configuration items (CIs), their relationships, and CMDB classifications in alignment with business requirements.
IT Asset Management Processes: Develop, maintain, and improve IT Asset Management and Hardware Asset Management (HAM) processes, policies, and supporting documentation.
ServiceNow Administration: Configure and customize ServiceNow solutions, including custom scripts, to support asset and configuration management requirements.
Service Mapping and Integrations: Support the development and enhancement of application maps through service mapping. Where required, assist with MID Server configurations for integrations and data extraction.
Reporting and Dashboards: Develop and maintain reports and dashboards to monitor service performance, asset data quality, compliance, and operational effectiveness.
Audit and Compliance: Define and improve audit and verification procedures, oversee periodic audits, and review execution to ensure process adherence and data accuracy.
Continuous Improvement: Identify opportunities to streamline workflows, improve service quality, strengthen controls, and enhance IT asset and configuration management practices.
Stakeholder Engagement: Manage stakeholder relationships, conduct scheduled review meetings, communicate progress, and coordinate the resolution of operational challenges.
Team Collaboration: Work with cross-functional teams to maintain reliable infrastructure services and ensure consistent execution of established operating models and processes.
Requirements
Education: Completion of 15 years of full-time education, with a relevant degree or equivalent educational background.
Professional Experience: 10–12 years of experience in IT Asset Management service delivery, including approximately 10 years of hands-on experience in CMDB management.
IT Asset Management Expertise: Strong understanding of ITAM processes, operational delivery environments, asset lifecycle management, and hardware asset management.
CMDB and Configuration Management: Demonstrated expertise in asset and configuration management, including CI classification, relationships, identification and reconciliation rules, and CMDB health monitoring.
ITSM and Asset Management Tools: Strong knowledge of platforms and tools such as ServiceNow ITSM, ServiceNow HAM Pro, BMC, and Flexera.
ServiceNow Customization: Experience configuring and customizing ServiceNow applications, including scripting, reporting, dashboards, and workflow improvements.
Service Mapping and Integrations: Familiarity with application service mapping and MID Server configurations is an advantage.
Certifications: ServiceNow Certified Implementation Specialist (CIS), Certified Hardware Asset Management Professional (CHAMP), Certified Asset Management Professional (CAMP), or Certified IT Asset Manager (CITAM) credentials are advantageous. ServiceNow CIS and asset management certifications are particularly relevant.
Analytical Skills: Strong problem-solving abilities, attention to detail, and the ability to investigate discrepancies, interpret operational data, and identify process improvements.
Communication and Stakeholder Management: Excellent written and verbal communication, presentation, and interpersonal skills, with the ability to engage effectively with stakeholders at different levels.
Reporting and Productivity Tools: Strong proficiency in Microsoft Office, particularly Excel and PowerPoint.
Leadership and Collaboration: Ability to coordinate service delivery activities, manage competing priorities, work effectively across teams, and drive accountability for operational outcomes.
Benefits
Remote working arrangement associated with the Bengaluru, India location.
Full-time employment opportunity.
Opportunity to lead enterprise IT asset and configuration management activities in a complex service delivery environment.
Exposure to ServiceNow, ITAM, CMDB governance, service mapping, and continuous improvement initiatives.
Opportunities to collaborate with stakeholders and technical teams across IT operations.
Salary, healthcare coverage, paid leave, performance incentives, and other benefits were not specified in the available job description and should be confirmed during the recruitment process.
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