Service Process Lead

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
• On a regular basis, review, update and communication of processes and procedures
• Participation in standard process related audits
• Creation, update/maintenance and communication of process related work instructions
• Delivery of process related trainings to delivery units and other agreed stakeholders
• Monitor, maintain and ensure compliance to the Process and respective industry and Fujitsu standards

 

Continual Improvement    

• Proactive identification of process related Continual Improvement initiatives, such as automation and ITSM toolset proposals and process related demand reduction opportunities
• Propose, plan, implement, track, and review of process related improvements
• Act as contact and escalation point for the customer, account and delivery units in process related Continual Improvement matters
• Maintain, control, and improve interfaces with key ITSM processes, ensuring their efficiency during service lifecycle
• Participation in account Continual Improvement related meetings
• Active participation and collaboration in CommCell's (or similar Continuous Improvement forums) on a regular basis. Record ideas and track forecast/actual benefits in the Global Delivery Benefits tracker.

 

Service Change & Risk

• Perform process related service acceptance as part of Service Readiness Review (SRR) for all new services/projects according to the Fujitsu Service Acceptance best practices
• Consult change schedules (FSC) for awareness of upcoming operational changes and perform change assessment where required
• Identification of process related risks to the services, updating of risk registers where needed and contribution to risk mitigation plans.

 

Experience:

• Minimum of 7+ years of progressive experience in Software Asset Management (SAM) or IT Procurement, with at least 3 years in a senior or lead role.
• Proven experience in developing, implementing, and operating ITIL-aligned processes, specifically SACM, Financia