• Opportunity to join an international company.
• Be part of a growing technology hub.

Sobre o nosso cliente

Our client is a Pharmaceutical company.

Descrição

• Own the enterprise design, documentation and governance of Asset Management and Service Configuration Management processes, ensuring they are clear, practical, globally consistent and aligned to D&T operating model principles;
• Define policies, standards, operating procedures, workflows, roles, controls, measures and decision rights for CMDB, configuration item lifecycle, software asset management and hardware asset management, ensuring clear accountability between D&T teams, sites, product teams and MSP delivery partners;
• Lead day-to-day process governance through the MSP, ensuring asset and configuration records are accurate, complete, current and supported by appropriate evidence, ownership, lifecycle state, relationships and audit traceability;
• Maintain strong governance of the ServiceNow CMDB, including CI class scope, mandatory attributes, relationship quality, data health, reconciliation, duplicate management, exception handling and service mapping dependency requirements;
• Oversee software asset management practices, working with MSPs, product teams, procurement, cyber, finance and vendors to improve licence visibility, entitlement tracking, compliance evidence, renewal insight and optimisation opportunities;
• Oversee hardware asset management practices across the asset lifecycle, including manual and automated onboarding/discovery, assignment, movement, recovery, disposal, stock visibility, ownership, warranty/support status and alignment between physical assets and configuration records;
• Analyse and report trends in CMDB data quality, asset lifecycle performance, compliance gaps, discovery exceptions, reconciliation issues, audit findings and supplier performance, using insight to prioritise improvement activity;
• Work through the D&T matrix to embed adoption, partnering with Service Delivery Managers, Product Managers, Architects, Engineers, Cyber, GRC, procurement, finance, regional/site teams and suppliers to resolve cross-functional asset and configuration issues;
• Provide process expertise and constructive challenge during service transition, supplier mobilisation, ServiceNow configuration, new service onboarding, discovery integration, CMDB remediation and post-go-live hypercare;
• Ensure asset and configuration management requirements support regulated, audit-sensitive and business-critical environments, including appropriate evidence, traceability, risk management, change control, cybersecurity alignment and exception management for SOx and GxP-relevant services;
• Facilitate process forums, data quality reviews, retrospectives and improvement reviews, building shared ownership of asset and configuration performance and ensuring improvements are prioritised, actioned and sustained.

Perfil ideal

• Degree-level education or equivalent professional experience in technology, service management, operations, business process management or a related discipline;
• ITIL Foundation or equivalent service management experience required;
• ITIL Managing Professional, ITIL Practice Manager, COBIT, SIAM, Lean Six Sigma or process improvement certification desirable but not essential;
• Strong working knowledge of ITSM and ITIL practices, specifically IT Asset Management and Service Configuration Management;
• Strong knowledge of ServiceNow, CMDB principles, configuration item lifecycle, CI classes and relationships, data quality, discovery, reconciliation, service mapping concepts and reporting;
• Good understanding of software asset management, including licence entitlement, compliance evidence, renewal support, optimisation and supplier/vendor inputs;
• Good understanding of hardware asset management, including procurement handoffs, inventory control, assignment, movement, recovery, disposal, stock management, warranty/support tracking and lifecycle governance;
• Understanding of global managed service models, MSP operational governance, supplier performance management, service transition and the importance of clear RACI, controls, metrics and audit evidence in regulated technology environments including GxP, SOx, ITGC, cybersecurity and data integrity.
• Ability to lead through influence in a matrix environment, building alignment across the wider ITSM Enterprise Process Owner team, service delivery, product, engineering, cyber, GRC, procurement, finance, site teams and suppliers without direct line authority;
• Strong process design, facilitation, governance, analytical and problem-solving skills, with the ability to assess CMDB and asset data quality, identify trends, challenge root causes and translate operational insight into practical improvement priorities;
• Able to work through and lead MSP teams' day to day, setting clear expectations, monitoring process adherence and driving corrective action;
• Confident communicating with technical and non-technical audiences, constructively challenging inconsistent adoption and sustaining disciplined use of ServiceNow processes.

Vantagens

• Perm contract;
• Hybrid work.