At Fujitsu, our purpose is to make the world more sustainable by building trust in society through innovation. Founded in Japan in 1935, Fujitsu has been a pioneer in technology and innovation for decades. Today, as a world-leading digital transformation partner, we are committed to transforming business and society in the digital age.

With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co-create solutions that drive enterprise-wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs).

Job Title: SACM & CSI Manager

GRF Title: Service Process Manager - 12

Job Type: Full-time

Job Summary:
We are looking for a highly skilled and dedicated Senior ITIL Process Manager to own, mature, and optimize our critical Service Asset & Configuration Management (SACM), Continual Service Improvement (CSI), and Service Level Agreement (SLA) Reporting processes. This role is pivotal in maintaining the integrity and accuracy of our IT estate, fostering a culture of continuous improvement, and providing transparent performance insights into our service delivery. The ideal candidate will be an ITIL expert with a proven track record of implementing and enhancing these processes within a complex enterprise environment.

Key Responsibilities:

• Process Ownership & Strategy:
• Serve as the primary owner and subject matter expert for Service Asset & Configuration Management, Continual Service Improvement, and SLA Reporting processes.
• Define, develop, and maintain comprehensive process documentation, policies, standards, and procedures in alignment with ITIL best practices and organizational goals.
• Develop and execute strategic roadmaps for the continuous evolution and maturity of these processes.
• Service Asset & Configuration Management (SACM):
• Lead the design, implementation, and ongoing management of the SACM process and the Configuration Management Database (CMDB).
• Define Configuration Items (CIs) and their attributes, relationships, and lifecycles, ensuring accuracy and consistency.
• Establish and enforce policies and procedures for CI identification, control, status accounting, verification, and audit.
• Collaborate with various IT teams (e.g., Infrastructure, Applications, Operations, Security) to ensure the CMDB accurately reflects the IT environment.
• Drive integration of SACM with other ITSM processes (Incident, Problem, Change, Release, Security) to enable end-to-end service visibility.
• Oversee regular CMDB audits and reconciliation activities to maintain data integrity and compliance.
• Ensure effective lifecycle management of IT assets from acquisition through disposal.
• Continual Service Improvement (CSI):
• Establish, promote, and embed a culture of Continual Service Improvement across all IT services and processes.
• Develop and manage the CSI register, identifying, prioritizing, and tracking improvement opportunities utilizing the ITIL CSI model.
• Lead cross-functional CSI initiatives, leveraging data analysis, stakeholder feedback, and industry best practices to deliver tangible improvements in service quality, efficiency, and cost-effectiveness.
• Facilitate workshops, conduct root cause analysis for recurring issues, and propose innovative solutions.
• Measure, monitor, and report on the effectiveness and benefits of CSI activities to stakeholders.
• SLA Reporting & Service Performance Management:
• Define, negotiate, and ensure adherence to Service Level Agreements (SLAs) with business units, Operational Level Agreements (OLAs) with internal support teams, and Underpinning Contracts (UCs) with external vendors.
• Develop and implement robust SLA monitoring and reporting mechanisms, providing clear, concise, and actionable insights into service performance.
• Design and maintain comprehensive service performance dashboards and scorecards for various levels of management and stakeholders.
• Analyze SLA breaches, identify underlying causes, and work with relevant teams to implement corrective and preventative actions.
• Conduct regular service review meetings with business stakeholders to discuss performance, trends, and improvement plans.
• Tooling & Automation:
• Collaborate with ITSM tool administrators to optimize the configuration and utilization of the ITSM platform (e.g., ServiceNow, Jira Service Management) specifically for CMDB management, CSI tracking, and automated SLA reporting.
• Identify and champion opportunities for automation within SACM, CSI activities, and reporting to enhance efficiency and accuracy.
• Training & Mentorship:
• Provide guidance, training, and mentorship to IT staff on best practices related to SACM, CSI, and SLA management.
• Promote understanding and adherence to defined processes and standards across the organization.

Required Skills & Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• 10+ years of experience in an IT Service Management role, specifically focused on SACM, CSI, and/or SLA Management.
• ITIL v3 Expert or ITIL 4 Managing Professional certification is highly preferred. ITIL v4 Foundation is a minimum requirement.
• Demonstrable expertise in designing, implementing, and maturing a Configuration Management Database (CMDB) and SACM processes.
• Proven experience in leading and demonstrating outcomes from Continual Service Improvement initiatives.
• Extensive experience with defining, monitoring, and reporting on Service Level Agreements (SLAs) in a complex IT environment.
• Strong understanding and practical experience with ITSM tools (e.g., ServiceNow, Jira Service Management) particularly their CMDB, reporting, and performance analytics modules.
• Excellent analytical, data interpretation, and problem-solving skills.
• Exceptional communication (written and verbal), interpersonal, and presentation skills, with the ability to influence and engage stakeholders at all levels.
• Strong organizational skills with the ability to manage multiple priorities and projects simultaneously.
• Experience with risk management, compliance, and auditing principles related to IT assets.
• A proactive and strategic thinker with a passion for driving operational excellence.

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.