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IT Service Manager (CMDB)

  • Location Luton
  • Job type Contract
  • Reference BBBH135881
  • Salary £650 - £651 per day
  • Specialisation Technology
  • Posted July 12, 2022

IT Service Manager (CMDB)- IT Service Management Tool - ServiceNow - Contract

  • Development of service strategy and are responsible for the design, communication, and enforcement of Configuration Management.
  • Development and management of CMDB data governance policy and process
  • Establishes CMDB roadmap and reports on milestones and key performance indicators
  • Works with vendor partners and ServiceNow administrators to drive configuration item discovery strategy and execution
  • Ensure there are documented operational processes to ensure completeness and correctness of configuration item records
  • Works with configuration item class/data owners to drive adherence to the process and ensure correctness and completeness of CMDB
  • Identify, recognize, and analyse potential CMDB process issues from current and historical data, driving correctness and completeness of CMDB as well as to address staleness and duplicate issues
  • Implement audits and help to establish remediation strategies related to findings
  • Drives CMDB management communication and documentation
  • Implement, develop and Chair the Configuration Control Board (CCB) and advisor to the Change Advisor Board (CAB) and enacts changes as directed
  • Assists with training the organisation on CMDB management concepts, policies, procedures.
  • Engaged in strategic projects to ensure the CMDB team can deliver required functionality and within project timeframes


  • Excellent communicator with demonstrable Relationship Management experience
  • Excellent understanding of matrix management.
  • Excellent understanding of business goals, ambitions and strategies and be able to translate to the CMDB evolution
  • Knowledge of ServiceNow's Common Service Data Model an advantage
  • Experience with process design
  • Strong business acumen
  • Ability to work across diverse organisations and build effective relationships/partnership

Experience Required

  • Experience or equivalent combination of education and work experience. With the Change and Configuration lifecycle.
  • 3+ years' experience with ITSM tooling with a focus on ITOM, ITSM, and ITBM
  • Experience in Service Management, underlying technologies, and direct support of end users
  • ITIL v3 practitioner certification or ITIL v4 Foundation
  • Experience with integrating with 3rd Party products (examples of but not limited to; CyberArk, Federated CMDB, application monitoring tools, event management)
  • Greenfield Implementation Experience