The role is responsible for the administration and cost-effectiveness of managed IT assets (hardware, software, licences, warranties etc.) including security, inventory, compliance, usage and disposal. It also provides the ICT Service Management delivery interface to all employees of the company in the management of their personal ICT requirements overseeing employee onboarding, access management and IMAC (Install, Moves, Add, Change) activities using a combination of resources from internal and managed service providers.
Key Areas of Responsibility:
1. Implement change in business process and procedure to improve IT service fulfilment
2. Inventory management, auditing and Total Cost of Ownership (TCO) tracking
3. Administration of Privilege, Identity and Access Management
4. Implement processes and practices that raise maturity levels of Software Asset Management (SAM)
5. Procurement, management, assignment and renewal of licences ensuring accurate records of entitlement are maintained that comply with internal policies and vendor agreements.
6. Maintain accurate records and report assets held within Service Catalogs and CMDB
7. Arrange root cause analysis of service issues and contribute to the recommendation of corrective action plans
8. Maintain transparent and timely communication with stakeholders
9. Contribute to the creation of KPI metrics dashboards for ICT Service quality improvement.
10. Service Level Agreement (SLA) management
11. Manage service assets including inventory, compliance, usage and disposal in line with business and regulatory requirements
12. Relationship management of third party vendors
13. Develop close working relationship with outsourced managed service provider with responsibility for quality of service provision
14. Management of the Company’s preferred IT Service Management (ITSM) platform
15. Ensure assets required to deliver ICT services (including costs) are properly controlled and that accurate and reliable information about the assets is available
16. To deputise for the ICT Service Management Lead as required
17. Purchase order and invoice oversight, administration and reconciliation of IT assets
18. Ensure adequate stock levels are maintained against requests to support the business requirements.
19. Track repairs, damaged, lost or stolen assets
20. Work closely with the ICT Vendor Manager on issues and strategy requiring intervention
21. Work closely with the Head of Information and Cyber Security to ensure service processes are reflected in company policies and complied with
22. Work closely with Risk and Compliance to ensure service processes address any risks identified by the business
23. Work with third party vendors to ensure the effectiveness of business continuity plans
Knowledge and Skills:
24. Experience of managing 3rd parties and 3rd party delivered services
25. Service and Service Level Management
26. Negotiation skills
27. A passion for service improvement
28. Incident, Request, Problem, Access and Order Management
29. Ability to liaise effectively and credibly with senior members of the business
30. Proven experience of a customer facing role within a fast paced, demanding and pressurised environment
31. Excellent customer facing/customer service skills
32. Broad knowledge of ITSM/ITSAM tools (Sunrise, Snow, Certero) and managing assets in Cloud environments
33. Working knowledge of CMDB’s
34. Licensing knowledge of major vendors (Microsoft, Oracle, SAP, VMware, IBM, Adobe etc.)
35. Proficient in the use of Microsoft Office suite products
36. Strong planning and organising skills
37. A broad knowledge of the financial services industry, its regulator and money laundering regulations
Qualifications:
38. Educated to a minimum GCSE standard (or equivalent) to include Mathematics and English Language
39. ITIL v3 Foundation Certificate or above
Demonstrate the Company’s values:
40. Caring. We will strive to earn and maintain the trust of our staff, clients and the wider community by promoting what is in their long-term interests
41. Fair. We will always act with integrity in a transparent, respectful and professional manner
42. Progressive. We will combine an innovative culture with a traditional personalised service