Service Configuration and Asset Management Manager

at  FactSet Research Systems

Department: IT Service Management
Reports To: Director of IT Service Management
About FactSet:
FactSet delivers superior analytics, service, content, and technology to help more than 170,000 users see and seize opportunity sooner. We’re dedicated to providing exceptional client service to an expanding range of professionals worldwide. Join us in empowering the finance community to drive productivity and performance.
Position Overview:
We are seeking an experienced and dedicated Service Configuration and Asset Management Manager to join our IT Service Management team at FactSet. In this role, you will be responsible for the development, implementation, and management of FactSet’s ITIL-aligned Service Configuration, Asset Management, Software Asset Management (SAM), and Software License Management (SLM) practices. This encompassed the people, processes, policies, standards and technology required to underpin those practices.
Your focus will be on ensuring that the IT environment is fully mapped, maintaining the taxonomy for Applications, Products, Services, Platforms and Infrastructure, cantered around a ServiceNow CSDM-aligned CMDB model and that all IT assets, including software, are efficiently tracked and managed.
Key Responsibilities:

Configuration Management:

• Define, implement, maintain and continually improve policies, standards, processes and procedures for service configuration management.
• Develop and maintain the structure, approach and management for the Configuration Management Database (CMDB).
• Ensure proper identification, control, recording, reporting, auditing, and verification of IT assets and configuration items.
• Ensure compliance with all configuration management processes and work closely with other IT functions to maintain the integrity of configurations.

Asset Management:

• Define, implement, maintain and continually improve policies, standards, processes and procedures for asset management.
• Manage software and hardware inventories to ensure accuracy and compliance.
• Perform regular audits and reconcile discrepancies in asset inventories.
• Work with procurement and finance to develop and to manage asset budgets and contracts.
• Support individual engineering teams in the end-to-end asset lifecycle.

Software Asset Management (SAM) and Software License Management:

• Provide leadership, direction and support in the definition and implementation of policies, standards, processes and procedures for software asset management.
• Oversee software audits, compliance and optimization.
• Work with finance and wider IT teams to establish software roadmaps and budgets in support of the FactSet Tooling Architecture.

Industry good practice Process Alignment:

• Identify the approach for industry good practice guidance to support Service Asset and Configuration Management end to end, e.g. ITIL.
• Ensure all configuration, asset management, SAM, and SLM activities are aligned with industry best practices.
• Integrate these processes with other processes such as Incident, Problem, Change, and Release Management, where available and suitable
• Conduct training sessions for IT staff to promote good practice awareness and compliance.

Stakeholder Collaboration:

• Collaborate with product, service and technology owners, procurement, and finance teams to understand and support fulfilling their requirements.
• Ensure transparent communication with stakeholders regarding the status, risks, and issues related to configuration, asset, and software management.

Team and People Management:

• Lead and manage a team of configuration and asset management professionals.
• Provide mentorship, coaching, and performance feedback to team members.
• Foster a collaborative and innovative team environment.
• Develop and maintain a clear communication strategy within the team and with other departments.

Reporting and Documentation:

• Produce regular reports on the status of the CMDB, asset inventories, software licenses, and software lifecycle.
• Maintain thorough documentation of all configuration, asset management, and software asset management processes.
• Implement continuous improvement initiatives based on data analysis and stakeholder feedback.

Minimum Requirements

• Three years of experience leading Configuration and Asset Management, Software Asset Management, and Software Lifecycle Management practices, preferably within the financial services or data analytics sectors.
• Five years’ of management experience, leading small and effective teams and supporting the career development of junior resources
• Ten years’ of demonstrated experience adopting ITSM good practices, preferable within the financial services or data analytics sectors
• ITIL (v3 or above) certification, ideally at Intermediate or Expert level.

Critical Skills:

• Knowledge of industry good practices such as ITIL, DevOps, ISO20000
• Demonstrated experience across a range of IT Service Management disciplines.
• Demonstrated experience of implementing IT Service Management good practices in a scaled agile or similarly complex delivery environment
• Experience of implementing and managing a CMDB in ServiceNow or other ITSM solution.
• Exceptional organizational, communication, and interpersonal skills specific to a fast-paced, global corporate environment.
• Robust problem-solving and analytical capabilities.
• Proven ability to manage multiple projects concurrently, maintaining high standards under tight deadlines.

Additional/Desirable:

• Tooling/Technology Specific qualifications e.g. ServiceNow
• Experience of managing and working with offshore teams to support day to day activities.
• Ability to lead and motivate cross-functional teams and the skill to influence stakeholder decision-making with data-driven insights.
• Flexibility to adapt to changing organizational requirements, technologies, and methodologies.

Education:

• A-Level or Equivalent college-level qualification

Please refer the Job description for details