Service Delivery Specialist (Asset & Configuration Management)

Discipline: IT

Sector: Central Government

Location: London

Type: Permanent

Date posted: 07/06/2022

Start: ASAP

Duration: Permanent

Salary: £38,925 - £48,602 per annum

Details

Allen Lane are delighted to be supporting the National Audit Office (NAO) in their search for a permanent Service Delivery Specialist (Asset and Configuration Management).

Independent of government, the NAO is the UK’s main public sector audit body. They are responsible for auditing the accounts of various public sector bodies, examining the propriety of government spending, assessing risks to financial control and accountability, and reviewing the economy, efficiency and effectiveness of programmes, projects and activities.

The service delivery specialist will be responsible for improving the IT performance throughout the business and acting as the point of contact for process related questions or issues.

You will be responsible for:

Configuration and Asset management

  • Ownership of the process within the ITSM toolset (ServiceNow)
  • The maintenance and continual improvement of Service Asset & Configuration Management policies, standards, processes to raise maturity levels.
  • Driving the adoption and adherence of Service Asset & Configuration Management policies, providing training and mentoring for functional teams
  • Engaging with the Digital Services teams to ensure that all processes are aligned, ensuring consistency of delivery, adherence to standard practices, and continuous improvement
  • Planning and executing the population of the asset register and configuration management database (CMDB), ensuring that the data held is complete and accurate.
  • The identification of any Cis not recorded in the CMDB or incorrectly recorded and adding or correcting such records; taking corrective action if a physical audit identifies any deficiency in the accuracy or completeness of the records
  • Conducting your own configuration verification, auditing, and reporting activities of IT infrastructure to ensure that information contained in the CMDB is an exact representation of the Configurations Items (Cis)
  • Management of Cis (hardware, software, licenses, warranties etc.) as it moves through its asset lifecycle
  • Driving data quality to ensure software data is available to reconcile and resolve software detection and reconciliation.
  • Assisting in driving strategic improvement of SAM processes, tools and governance
  • Ensuring that internal controls are established, monitored for effectiveness and reported on.
  • Conducting workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation

Knowledge management and Communications

  • Help maintain the Digital Service Knowledge base, ensuring it is up to date with relevant articles
  • Review, approve and publish articles for internal teams and customers via the self-service portal ensuring it is in-line with the knowledge management process and governance procedures
  • Analyse incidents, report on Knowledge gaps and utilisation of knowledge articles. Working with internal teams to ensure relevant knowledge articles are created to support the Continual Service Improvement process

The role will be providing general administrative support to the primary ITIL Service Management processes (Change Management, Incident management, Problem Management, Reporting and Financial / Commercial Management and Digital Communications management). This role will also support the Service Delivery Team in a variety of BAU activities. In particular:

  • Facilitate standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management etc.
  • Review incident, problem and change requests and work with team members to ensure compliance with process guidelines.
  • Support change management activities to ensure impact of change requests are fully understood, approve/rejected and planned for accordingly.

Applicants should demonstrate the following key skills / experience in their application:

  • Extensive knowledge and experience of Asset and Configuration Management with the experience of interpreting licensing terms and conditions
  • Experience with Asset & Configuration Management using leading ITSM platform (ServiceNow) and associated electronic discovery tools, SCCM and other tool integrations
  • Excellent understanding of IT Service Management (ITILv3/v4 Foundation Certified)
  • Experience of designing and maintaining policy and processes
  • Experience of service management best practice, developments and the supporting technology
  • Commercially astute and poses strong analytical skills, and able to make sense of complex and logical problems quickly.
  • A solid understanding of change management
  • Clear and confident communicator with good influencing skills
  • Excellent attention to detail
  • Proactive; ability to balance ‘analysis’ with ‘doing’
  • Well organised and able to manage multiple priorities and CSI projects

Register Interest

Tom Rimmer

33 King Street, St. James’s,
London, SW1Y 6RJ





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