IT Asset and Configuration Manager in London

Function / Department: IT Operations

Reports to: Sandeep Golar

Location: Contractual Base: Nuneaton / London

Purpose of the job: Own and continuously improve Holland & Barrett’s end‑to‑end IT asset management lifecycle, ensuring assets are governed effectively from planning and procurement through deployment, support, refresh, redeployment and secure disposal. Act as the accountable owner for asset management tooling and CMDB data integrity, creating a trusted, auditable single source of truth for hardware, software and configuration data. Drive governance, reporting, compliance and optimisation across the technology estate to improve cost control, operational efficiency, service quality and security posture.

Customers for this role: This role supports a broad range of internal stakeholders and selected external partners.

• Internal customers / stakeholders: IT Operations, Service Desk, Procurement, Finance, Information Security, Engineering teams, Regional asset coordinators, analysts and onsite engineers, Business stakeholders relying on accurate asset, cost and lifecycle data.
• External customers / stakeholders: Third‑party suppliers and support partners, Hardware and software vendors, External auditors or compliance partners where asset evidence and controls are required.

Scale & Authority:

• Short term: Asset administration, stock control, audit support, tooling accuracy, exception management and reporting.
• Medium term: Refresh planning, software renewals, lifecycle governance improvements, reconciliation and process optimisation.
• Long term: Design and implementation of the ITAM and CMDB operating model, automation roadmap, governance standards and scalable lifecycle capability.

Decision Making / Strategic Direction:

• Designing ITAM and CMDB processes, governance and standards.
• Defining the CMDB data model, ownership model, lifecycle statuses and reconciliation rules.
• Making recommendations on lifecycle optimisation, tooling improvements, audit controls and cost avoidance.
• Contributing to vendor and RFP decision‑making for new hardware and software.

Financial Accountability:

• Direct ownership of the IT Operations HAM and SAM budget and accountability for ensuring costs remain within budget.
• Supporting procurement and invoicing controls.
• Contributing to financial planning, budgeting and refresh forecasting.
• Driving cost avoidance through optimisation, right‑sizing and re‑harvesting of software licences.

Impact of the role:

• Improved output through standardised lifecycle processes and automation.
• Improved quality through stronger data accuracy, reconciliation and CMDB governance.
• Improved service through increased visibility, asset availability, stock management and vendor performance.
• Improved control through audit readiness, policy adherence and lifecycle compliance.
• Improved security through accurate identification and management of non‑compliant, unsupported or vulnerable assets.

Key Responsibilities:

• Own and develop the ITAM and CMDB operating model, including governance, controls, ownership, standards, RACI and reporting cadence.
• Manage the end‑to‑end asset lifecycle for in‑scope assets including laptops, desktops, mobile devices, peripherals, network equipment, servers, store and site technology, and software assets from procurement through deployment, support, refresh, redeployment and disposal.
• Administer and continuously improve asset and discovery platforms such as Snipe‑IT and Lansweeper, while maintaining CMDB accuracy within Jira Service Management or ServiceNow.
• Establish data quality controls, validation routines and exception reporting to ensure asset and configuration data remains complete, current, auditable and aligned across tooling, procurement and finance records.
• Partner with Procurement and Finance on ordering, purchase order housekeeping, goods receipt reconciliation, invoicing support, monthly reporting, budget control and supplier management. Contribute to hardware and software purchasing decisions and RFP activity.
• Produce dashboards and insights covering asset accuracy, stock, aging devices, spend, disposals, utilisation, compliance and CMDB health. Identify and deliver automation and process improvements to reduce manual effort and improve service quality.
• Work closely with Information Security and operational teams to identify non‑compliant or vulnerable assets, align asset lifecycle processes with Joiner, Mover and Leaver workflows, and guide regional asset coordinators and engineers to ensure consistent adherence to standards.
• Support compliance, risk and stakeholder alignment.

Key Performance Indicators:

• Asset record accuracy % across hardware and software inventories.
• CMDB completeness and health score, including CI relationships, ownership and lifecycle status accuracy.
• Audit pass rate / audit readiness, including closure of asset‑related audit findings.
• Inventory reconciliation accuracy between asset tools, discovery platforms, procurement and finance records.
• Software licence compliance rate and reduction in unused / underutilised licences.
• Cost avoidance / optimisation delivered through re‑harvesting, right‑sizing and refresh planning.
• Budget adherence for HAM and SAM spend.
• Stock accuracy and availability, including reduction in lost, unallocated or untracked assets.
• Refresh planning effectiveness, including percentage of ageing or out‑of‑support assets addressed on time.
• Reduction in manual effort through automation and workflow improvement.
• Supplier SLA performance for asset‑related delivery and support.
• Security risk reduction, including identification and remediation of unsupported or non‑compliant assets.

Essential Knowledge:

• Strong knowledge of hardware and software asset lifecycle management.
• Strong understanding of CMDB governance, configuration items, relationships, lifecycle states and reconciliation rules.
• Knowledge of asset management tooling such as Snipe‑IT, Lansweeper, Jira Service Management or ServiceNow.
• Good understanding of IT Operations, End User Computing, Infrastructure Support or Service Management environments.
• Knowledge of procurement controls, inventory management, vendor management and audit support.
• Understanding of risk and control frameworks, asset cost tracking, warranties, lease data and secure disposal practices.
• Working knowledge of ITIL principles and service management processes.
• Strong practical understanding of how asset, discovery, procurement, finance and service workflows interconnect.

Desirable Knowledge:

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems or related discipline, or equivalent practical experience.
• ITIL certification.
• Knowledge of reporting and visualisation tools such as Power BI.
• Experience in retail, distribution or customer‑facing multi‑site environment.

Essential Hard Skills:

• IT asset management and CMDB administration.
• Asset discovery, reconciliation and data cleansing.
• Reporting, dashboard production and advanced Excel capability.
• Budget tracking and cost analysis.
• Process design, governance and control implementation.
• Vendor and supplier management.
• Lifecycle planning and stock management.
• Ability to work across service management and asset platforms.

Desirable Hard Skills:

• Power BI.
• ITIL certification.
• Experience with automation and systems integration.
• Exposure to RFP support and structured supplier evaluation.

Essential Soft Skills:

• Strong written and verbal communication.
• Stakeholder management across technical and non‑technical teams.
• Analytical thinking and problem solving.
• High attention to detail and data accuracy.
• Ability to influence, drive accountability and embed process discipline.
• Organisational skills and ability to manage competing priorities.
• Continuous improvement mindset.
• Ability to work effectively across distributed or multi‑site environments.

Core Performance Requirements:

• Analyse complex and sometimes conflicting asset, discovery, finance and procurement data.
• Identify root causes of discrepancies and control failures.
• Create scalable operational and governance solutions.
• Balance cost, compliance, operational needs and service quality in decision‑making.

Proven Experience (Essential):

• Hands‑on experience in IT Asset Management and/or Hardware Asset Management.
• Experience of CMDB administration.
• Broader experience across IT Operations, End User Computing, Infrastructure Support or Service Management.
• Experience managing asset tooling such as Snipe‑IT, Lansweeper, ServiceNow or Jira Service Management.
• Experience producing operational reporting, dashboards and actionable insights.
• Experience working with procurement, finance, audit or compliance processes.
• Experience driving process improvement, governance and data quality enhancement.
• Experience working across multiple stakeholder groups and suppliers.

Desirable Experience:

• Experience in multi‑site or multi‑region environments.
• Experience in retail, distribution or customer‑facing estates.
• Experience leading or guiding coordinators, analysts or engineers, whether directly or through matrix management.
• Experience supporting budget ownership, software optimisation and refresh planning.
• Experience contributing to RFPs, vendor selection or strategic tooling improvements.

Career Path: Potential next step(s): (insert role(s)). Progression will depend on individual development and business requirements.