ITSM Asset Manager – IT Service Management & Asset Governance

About the role

Our client, a leading banking and investment management firm, is seeking an experienced ITSM Asset Manager to design, implement and continuously improve IT Service Management processes while overseeing hardware and software asset management and contract governance. The role will drive ITIL‑aligned practices across Service Desk, Infrastructure, Network, Security, EUC and Application teams, ensuring consistent, high‑quality service delivery.

Key responsibilities

• Design, document and roll out ITIL‑based processes, policies, workflows and operating models for Service Desk, Infrastructure, Network, Security, EUC and Application teams.
• Govern Incident, Service Request, Change, Problem, Major Incident, Service Level, Knowledge, Configuration, Asset, Availability and Capacity Management processes.
• Manage hardware and software assets, including contract administration, and maintain the CMDB and service catalogue.
• Develop and maintain SOPs, RACI matrices, governance models, reporting templates and the central ITSM knowledge repository.
• Implement and optimise ITSM platforms (e.g., ServiceNow, SysAid) with appropriate workflows, approval chains and escalation matrices.
• Define, monitor and report KPIs, SLAs and OLAs through dashboards, scorecards and executive service reviews.

Required profile

• 7+ years of IT Service Management experience, with at least 3 years in a consultancy or process‑owner role.
• Proven track record of implementing ITIL processes in enterprise environments.
• Strong analytical, reporting and root‑cause analysis capabilities.
• Excellent stakeholder engagement and training delivery skills.

Required skills

• ITIL v4 Foundation (mandatory) and preferably ITIL Managing Professional or Expert.
• ServiceNow or SysAid platform expertise.
• Hardware Asset Management (HAM), Software Asset Management (SAM) and CMDB governance.
• Visio or Lucidchart for process mapping.
• Familiarity with ISO 20000, COBIT, Lean Six Sigma is advantageous.