Manager operational delivery - configuration management database

Introduction to the job

In this role as a configuration management database operational delivery manager, you will lead the delivery, governance, and continual improvement of our Configuration Management Database (CMDB). This role will play a critical part in ensuring the accuracy and integrity of configuration data, enabling efficient Information Technology Service Management (ITSM) processes such as Incident, Change, and Asset Management.

Role and responsibilities

As a CMDB operational delivery manager, you will lead the end-to-end delivery of configuration management and change control on the CMDB. You will enforce CMDB governance frameworks and data standards and will collaborate with IT and business stakeholders to align configuration management policies and objectives with organizational goals. Furthermore, you will keep track of policy and procedure compliance and address/escalate any concerns.

You will also lead and mentor a team of CMDB analysts and data stewards, being the direct line manager of the team.

In this role, you will:

• 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

Education and experience

• 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
• Project Management certification (PMP, PRINCE2) is a plus

Skills

• 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

Other information

This position offers a variety of opportunities for professional development and certification. You will get the chance to work with cutting-edge ITSM/ITOM technologies in a collaborative and inclusive work environment.