Capgemini Infrastructure Services is one of the biggest outsourcing service providers in Poland. IS has achieved great success and grown rapidly since the establishment of our first service center in Krakow in 2004. In 2006, we opened a second center in Katowice and in 2012 a third center in Opole. Today, our team of 2,000 professionals delivers IT outsourcing services to 40 clients in 20 languages.
Senior Service Asset & Configuration Manager
Place of work: Kraków
Ref. no Praca/SSACM/ENG
Remote work
Position purpose
The Senior Service Asset & Configuration Manager oversees the entire Service Asset and Configuration Management (SACM) delivery for one or more accounts; The role is seen as a leader in SACM area of expertise and is recognized as a subject matter expert in all aspects relating to ITIL Asset Management lifecycle. Senior SACMs are experts in related areas such as governance, industry standards and implementations of Global SACM models. They follow and champion the prescribed lifecycle process and procedures to ensure the registration, maintenance and control of the Configuration Management Database (CMDB) and ensure that the implemented process is followed to guarantee the integrity and accuracy of the data within. Can oversees multiple accounts and works directly with senior members of the service delivery and customer organizations. Will lead Asset Management remediation and / or troubleshooting teams either on request or proactively. Will take ownership and leadership of Global SACM initiatives either on request or proactively.
Main accountabilities
- Works with service delivery organization to support opportunities and business development
- Responsible for the developing offerings and solutions based on the global SACM operating and transition models
- Provides SACM expertise and presents it to senior clients and boards
- Works with tool(s) and solution / due dilligence teams to provide requirements, review and approve techncial solutions
- Leads the SACM due dilligence effort for all aspects of SACM delivery
- Designs and costs The SACM service model
- Oversees specific/multiple work streams and understands the role of Service Management, ITIL processes, Service Level Agreement (SLA) management and contractual obligations when designing or supporting the SACM solution
Transition Support
- At the start of a transition effort the Senior SACM will lead one or more SACM transitions, working closely with the customer, key delivery stakeholders, procurement / finance, delivery teams and tool(s) teams to consolidate and produce the production “record of truth” (Gold) Data asset inventory, including IT Contracts information and Service Models within the CMDB
- Leads the discovery process
- Accountable for reviewing and interpreting the customer contract /statements of works for SACM transition and delivery requirements
- Works with tool(s) and implementation teams to provide requirements, review and approve technical solutions. The SeniorSACM is accountable for using the defined standards and working with delivery organization to develop and implement the SACM sustainabiliy model, ensures the processes are aligned to ITIL and tailoring local SACM work instructions as needed
Business as Usual Responsbilities
- Participates in the development of SACM global organisation and capability
- Reviews SACM delivery and transition models and confirms the ability of the organization to provide service delivery within the budget and/or business case
- Works closely with Global SACM manager and the delivery organisation to plan the overall SACM strategy, concentrating on cost reduction, contribution improvement, service improvement and new business
- Ensures the delivery of the SACM service for one or more medium to large, complex accounts
- Completes continuous review of contractual achievements, GAP analysis and delivery targets appropriateness and liaises with management/client representatives to address issues or concerns
- Plans, oversees and executes CMDB audits and enforce SACM / Change Management process and policies
- Maintains SACM lifecycle process; executes Quality Assurance over SACM process and policies
- Implements, champions and manages SACM process & technology standards
- Montiors and assists service delivery in enforcing defined SACM policies
- Leads troubleshooting or remediation projects where required;Service Quality and Improvement
- Drives client service and client satisfaction into the respective delivery organizations
- Is a point of escalation for service improvements initiative that require further client/management engagement
- Provides feedback and coaching to avoid reoccurring errors
Financial control and support
- Supports sales discussions with existing and new clients providing service delivery and represents the SACM methodology and approach to the clients
- Can have responsibility for the management of the financial cycle including invoicing and cost management for for one or more medium to large, complex accounts
- Ensures that cost control is maintained for the client(s) under his responsibility
SLA Implementation/Performance Reporting
- Oversees the initiatives taken to ensure all Client commitments are met
- Ensures adherence to company and client-defined standards and change control procedures
Client Relations and Service Development
- Maintains contractual schedules and Service Level Agreements in line with the current service line aspirations
- Supports the relationship with clients and user management
- Supports the overall client relationship strategy and supports the SACMs who act as service delivery members of the “virtual” account management team identifying opportunities to improve service, reduce costs and add value to the account based on service delivery experience and methodology
- Recognises commercial opportunities and supports commercial negotiation where necessary
Management of Service Delivery Groups
- Effectively interacts with management, delivery teams & client relationships
- Co-ordinates the work of the required service delivery line to produce deliverables to meet client contractual requirements
- Builds relationships with service delivery lines throughout the company
Requirements
- Knowledge & Infrastructure Outsourcing Delivery Experience
- 8-10 years of outsourcing experience, bachelor's degree
- Experienced in the delivery of customer services to develop, maintain and improve the relationship with the client
- Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided
- Detailed understanding of the various service level agreements and the performance measures required to manage the agreements and the relationship with the clients
- Excellent customer relations skills to understand client concerns and requirements
- Be able to assume overall control of and resolve complex customer issues
- ITIL v3 Foundation Certified (minimum)
- Proficient in IT Asset Management Lifecycle processes (including Hardware and Software)
- Proficient in Configuration Management processes
- Proficient in technologies that support SACM, asset and CMDBs, auto-discovery tooling
- Knowledge of change management / IMAC processes and policies
- Experience of working in an ITIL aligned organisation
- Experience in project and program management
- Experience within a complex operational environment and working with multiple Service Delivery Organizations; multiple support models
- Familiar with infrastructure technologies that are used to deliver services from a Data Centre
- Able to work with and coordinate data collection across the data centre and work place service towers.
- Experienced with contract terms and conditions (T&C’s)
- Experienced with how vendor and contracts data must be related to each other and assets within a CMDB
- Proficient in the operations of software inventory and compliance including industry best practices
- Experienced in license modelling, determining liability calculations, reconciling entitlement with deployment data, optimizing license and determining the usage/ compliance state
What we offer
- Possibility to work remotely
- You will work in multinational, stable company for c.a. 100 Blue Chip Clients - known, global brands, supported by 6000 professionals in 30 languages
- You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen philosophy
- You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ITIL, Vmware, Citrix, Oracle Database). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities
- You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives
- You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program)
