Service Process Lead

Job description

Job Location: Pune, Bangalore, Noida, Chennai, Hyderabad Location Flexibility: Multiple Locations in Country Req Id: 8868 Posting Start Date: 7/13/26 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). **Role:** Service Process Lead (Software license management) **GRF Title:** Service Process Lead - FJ11 **Job Type:** Full-time Exp:7-10 years **Must have: Ready to work in Australian shift.** **Planning And Identification** The Software License Management Team ensures that the following steps are carried out: - Identify deployed software and compare it to the baseline inventory. - Identify and reconcile discrepancies between discovered data and baseline inventory. - Review licensing models, agreements, and compliance requirements. - Classify software based on business criticality, usage frequency, and licensing complexity. - Document a Software License Management Plan. - Register and maintain software as CIs in the CMDB. - Map software licenses to relevant hardware or user assets to track usage. **Software License Control** The Software License Management Team ensures that the following steps are carried out: - When a request is triggered, the Software License Management team reviews the request and checks for availability of existing software licenses. - Verify existing software license availability and inform the requestor. - Record new license entitlements and agreements in the CMDB and/or contract repository. - Map software licenses to IT hardware assets to track usage. **Status Accounting & Reporting** The Software License Management Team ensures that the following steps are carried out: - Retire/decommission expired, obsolete, or unused software license records. - Update ITSM toolset / license records to reflect changes. - Generate and distribute license recovery reports to stakeholders. **Verification & Audit** The Software License Management Team ensures that the following steps are carried out: - Collect and analyze license usage data to identify trends, underutilized or unauthorized software, and potential compliance gaps. - Verify license key expirations, contract renewals, and other time-based obligations captured in the CMDB or license repository. - Detect and flag instances of over-allocation, such as more installations than licenses owned. - Generate compliance reports, unauthorized or blacklisted software installations and distribute to stakeholders. - Update license records to reflect changes. - Create and maintain a list of authorized and unauthorized software licenses. - Ensure the license inventory and entitlement records are accurate and reconcilable against vendor expectations. - Track metrics - Analyze software usage trends to identify opportunities for optimization or re-harvesting. Activities to evaluate, plan, and request new or renewed licenses in alignment with business needs and contractual terms. - Review software usage and entitlements: Analyze current license inventory, usage trends, and entitlements to identify over- or under-utilized assets. - Perform gap analysis: Compare actual usage against license entitlements and identify any shortfalls, compliance risks, or unused capacity. - Forecast Licensing Needs: Collaborate with stakeholders to project new or renewed license requirements based on planned projects, user growth, or technology changes. Process Generic Activities SLA & Service Review - Guarantee that all metrics (SLA/KPI) are measured and communicated to all delivery units - Monthly upload of process related SLA to the Fujitsu Standard KPI/SLA repository - Act as a point of contact and escalation for the customer, account and delivery units in all SLA related matters - Participation in internal monthly service review meeting and contribution to customer service review - Coordination of SLA mitigation activities across the multiple delivery units - Analysis of SLA related reports as well as mitigation proposals - On a regular basis, review the agreed metrics and KPIs and propose amendments to ensure they are fit for purpose. Process Control & Reporting - Monthly proactive production and analyzing standard internal Fujitsu service status reports (health checks) - Producing and analyzing of internal Fujitsu daily, weekly and/or monthly service control related reports: - License Tracking: Update the software license inventory with new licenses, renewals, and expirations. - License Expiry Alerts Review: Monitor alerts for upcoming license renewals and expirations. - Software License Lifecycle: Collaborate with teams to discuss upcoming software license renewals or retirements. - Stakeholder Engagement: Respond to ad-hoc queries from management regarding licensing. - Meetings: Collaborate with SLiM stakeholders to align software needs. - Reviewing the nature of the trends and triggering respective actions (demand analysis - Producing or analyzing Non-standard, ad-hoc reporting (limited to 1 report per month) Process & Procedures - Conducting process related meetings with customer and delivery units - Act as a contact and escalation point for the customer and account in regard to process and procedure - Act as a contact and escalation point for the delivery units in regard to process and procedure -