Service Asset and Configuration Management (SACM) Manager

WTW (NASDAQ: WTW) is in the business of people, risk and capital. With roots dating to 1828, our company has over 45,000 colleagues serving more than 140 countries and markets. Our values – client focus, teamwork, integrity, respect and excellence – underlie all that we do, including how we behave and interact with each other. They are part of our WTW DNA. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets, and ideas — the dynamic formula that drives business performance. Together, we unlock potential. We are located on the internet at wtwco.com

About the Team: 

Service Asset and Configuration Management (SACM) is a fundamental part of WTW IT Service Management (ITSM) that focuses on managing and maintaining accurate records of all IT assets and configuration items (CIs) within an organization and the relationships between them, providing an accurate and enterprise-wide representation of IT services and IT infrastructure. SACM relies on a Configuration Management System (CMS) which includes ServiceNow CMDB, data integrations and data discovery or collection tools. 

The Role:

• Responsible for the implementation of the SACM process across WTW and build process knowledge in the organization
• Reduce “cost of non-standard” for the process delivery by aligning process execution across WTW Lines of Business, Segment and geographies.
• Owns and maintains the process operational documentation and document repository.
• Key point of contact and escalation for SACM process and tooling alignment. Leads SACM Governance forums.
• Drives cost optimization for the process and reduces “cost of non-standard”
• Responsible for process adherence and handling of process to defined KPIs, SLAs or OLAs.
• Ensure KPIs are reported, and targets managed.
• Coordinates the resolution of issues involving internal support groups, vendors, suppliers and manages any roadblocks and liaison with technical teams and technical experts to ensure swift implementation of actions.
• Registers Configuration Items in the CMDB and manages CI registration methods
• Ensures that registered Configuration Items meet the desired criteria in terms of data quality and completeness. Can configure CMDB Health and apply governance for data quality.
• Ensure the management of CIs across the lifecycle; CI creation, CI update and CI decommission.
• Follow up on issues with configuration records and actions.
• Responsible for continual enhancements to CMDB and ITOM for all technology asset data and configuration items.

The Requirements:

• ITIL (Information Technology Infrastructure Library) and specifically SACM certification preferred
• ServiceNow CMDB setup, configuration and management. Experience in Data modelling and data management policies and implementation in ServiceNow required
• ServiceNow ITOM setup, configuration and management. Experience in Discovery and Service Mapping required
• Strong technical background and understanding of IT infrastructure, applications, and support processes.
• Excellent leadership and team management skills with the ability to motivate and inspire a diverse team.
• Exceptional problem-solving and decision-making abilities, especially under high-pressure situations.
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels.

• Bachelor’s degree in computer science, Information Technology, related field or other relevant experience.

• 5+ years’ proven experience in Service Asset and Configuration Management.

   

• Strong written and verbal communication skills, including business‑focused communication 

• Proficiency in Microsoft Office applications, with advanced capability in Microsoft Excel 

   

• Commitment to delivering high‑quality and consistent outcomes 

• Continuous improvement mindset with openness to innovation 

• Flexibility and adaptability in a dynamic work environment

•  

• The Application Process

• Stage 1: Online application and recruiter review
• Stage 2: Pre-recorded video interview
• Stage 3: Live video or in person interview with hiring manager and team
• Stage 4: Offer and onboarding

• We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidatehelpdesk@wtwco.com.