asset & configuration ManagerDatacom

Job Description:
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Role Overview and Objectives
This role ensures we deliver value to our customers and internal stakeholders through the delivery of high-quality Service Asset and Configuration Management (SACM) services, with the goal of an accurate and validated Configuration Management Database (CMDB).
Role Responsibilities
The core objectives and responsibilities of this role include:
Representing Datacom - Accountable for the accuracy of your customer's CMDB and leading the service on behalf of Datacom for your customer
SACM Process - Ensure that SACM policy, plans, processes, and procedures are developed, documented, implemented, published, and appropriately communicated to the stakeholders, and undergo continuous improvement
SACM Governance - maintaining, measuring, and monitoring CMS (Configuration Management System) accuracy, process compliance, and service level commitments
Key outcomes and responsibilities will be:
Effective delivery of high-quality SACM Services:
SACM Governance:
Responsible for the delivery of high-quality SACM services to your customers ensuring compliance with Datacoms SACM policies, processes, configuration management plan, and procedures.
Ensure that delivery teams, customers, and process participants adhere to the SACM processes in line with customer requirements and ITIL (Information Technology Infrastructure Library) Best Practices.
Close liaison with other delivery teams who are inputting into the CMDB or supporting the delivery of SACM services to your customers.
Ensure there is a clear understanding of everyone's roles and responsibilities with respect to the SACM process for your customers.
Escalate customer issues, complaints, and remediation activities relating to the delivery of SACM services to the SACM Team Leader.
Participate in regular customer forums with Account Teams, Service Delivery Managers (SDM), Operational Managers, and Technical Delivery Managers.
Ensure processes exist for engagement in your customer's service design phase to ensure requirements are understood and scoped appropriately for all new services and projects.
Ensure all SACM policies, processes, procedures, work instructions, user guides, and customized appendices are documented, reviewed, updated, and published on an annual basis or earlier if required, for your customers, and align with the Datacom standards.
Responsible for the establishment and ongoing change management of your customer's Data Model and Configuration Management Plan, managing the annual review cycle.
Complete all customer reports using the standard reporting template and include all customer SLA (Service Level Agreement) and KPI (key performance indicators) measurements, achievements, and criteria, and ensure all exceptions are explained and tracked if required.
Input into the Service Operations Continuous Service Improvement program for SACM Services.
Input into ongoing enablement activities including induction and training on the SACM process for all SACM process participants for your customers.
Daily monitoring and management of SACM process compliance and including customer SLA and KPIs (key performance indicators) and health reporting as requested by the Practice Manager - SACM
Escalate risks discovered in, or affecting, the SACM service and delivery of services to your customers, and ensure they are documented with the SDM, Account Teams, reported in the customer's monthly reports, and tracked in the Customer Operations Risk Register.
Establish and maintain Dashboard Reporting for your Customers, Account Teams, and SDM, as required.
Ensure customer knowledge portals are maintained, up to date, and follow the standard structure.
Own the CMDB billing model for your customer to ensure accurate billing data is provided, to the extent that all attributes used for billing are validated monthly prior to billing data being extracted.
Responsible for the end-to-end hardware lifecycle management processes for the customer ensuring there are no process gaps, and leading regular forums with all process participants.
Responsible for knowing the whereabouts of the location of all hardware assets and escalating to the customer, within an agreed timeframe, when devices have not been seen on the network.
Ensure all services that have relationships mapped can be identified in the CMDB, follow an annual review cycle, and are accurately reviewed as part of the change management process.
Ensure CMDB is reconciled with multiple inventory/discovery tools and discrepancies are logged with support teams and resolved within the same month.
Ensure all meetings are documented and actions are tracked and completed in a timely manner.
Lead monthly meetings with the customer to review the monthly report, hardware fleet status, project pipelines, issues, risks, and service improvements.
Accountability for the lifecycle management processes and procedures, as per the customer contracts.
Ensure you comply with Datacom standardization at all times, and any exceptions to be approved by the Process Design Authority.
Requirements:
Knowledge
Strong understanding of ITIL v3 and associated policies, processes, and procedures
Strong understanding of SACM processes and procedures
Skills
Process Delivery:
ITIL SACM delivery experience
Experience operating as a SACM Manager across a multi-vendor environment
High attention to detail and analytical skills
Experience with Service Relationship Mapping
Takes ownership of their actions, targets, decisions, and actions
Is highly responsive and recognizes when a sense of urgency is required
Has a passion for excellent customer and demonstrates a willingness to help customers and provide them with a service that adds value to their business.
Administrative and organizational skills.
Excellent documentation skills
Relationship Management:
Relationship management skills and experience
Customer relationship management experience
Influencing skills
Excellent Communication Skills
Demonstrates a willingness to be part of a dynamic team
IT (Information Technology) Self Managing Professional who works autonomously and recognizes when there is a requirement to collaborate and escalate
Experience
Minimum 2 years experience of delivering SACM Services
Datacom

Manila City, Metro Manila
Permanent
Full-time