Manager operational delivery - configuration management database

• Lead the delivery, governance, and continual improvement of our Configuration Management Database (CMDB)
• Ensure the accuracy and integrity of configuration data
• Enable efficient Information Technology Service Management (ITSM) processes such as Incident, Change, and Asset Management
• Lead the end-to-end delivery of configuration management and change control on the CMDB
• Enforce CMDB governance frameworks and data standards
• Collaborate with IT and business stakeholders to align configuration management policies and objectives with organizational goals
• Keep track of policy and procedure compliance and address/escalate any concerns
• Lead and mentor a team of CMDB analysts and data stewards
• Perform the day-to-day operational and managerial tasks demanded by the process activities
• Ensure CMDB accuracy and integrity through exception reporting of reconciliation, normalization, and data quality
• Review and approve all changes to configuration items (CIs) and configuration management (CM) master data where applicable
• Monitor and report on CMDB health and performance through KPIs and dashboards
• Support audits, compliance activities, and risk assessments related to configuration data
• Align CMDB efforts with broader ITSM/ITOM processes including Change, Incident, and Asset Management
• Identify continuous improvement initiatives

• Proven experience (8+ years) in IT Service Management with a focus on CMDB delivery and configuration management
• Deep understanding of the ITIL framework, especially Configuration Management (Service Asset and Configuration Management)
• ITIL v4 Foundation certification (Intermediate or Expert preferred)
• Strong experience with ServiceNow CMDB (ServiceNow Certified Specialist -CMDB)
• Hands-on experience with automated discovery tools (e.g., ServiceNow Discovery, SCCM, ADDM)
• Familiarity with reporting and analytics tools such as Spotfire or ServiceNow Performance Analytics
• Strong people leadership skills
• Affinity with data quality and operational excellence
• Excellent problem-solving, analytical, and stakeholder management skills
• Strong written and verbal communication skills

Project Management certification (PMP, PRINCE2) is a plus

• Opportunities for professional development and certification
• Work with cutting-edge ITSM/ITOM technologies
• Collaborative and inclusive work environment