Service Process Manager_SACM & CSI Manager

Job description

Job Description Service Process Manager\\_SACM & CSI Manager Job Location: Pune, Bangalore, Noida, Chennai, Hyderabad Location Flexibility: Multiple Locations in Country Req Id: 8438 Posting Start Date: 6/25/26 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). **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 Leve