Lead CMDB and Service Data Management

The Lead CMDB and Service Data Management provides deep expertise in configuration management processes and oversees their execution across complex enterprise environments. The role is responsible for ensuring the accuracy, completeness, and reliability of CMDB data, while continuously improving configuration management practices and tool capabilities.

The role focuses on driving operational excellence, strengthening governance, and enabling service-aware data models that support ITSM processes such as incident, change, and problem management. It plays a key role in ensuring that configuration data is effectively leveraged to improve service reliability, operational decision-making, and risk management.

Working closely with IT teams, architecture, and external partners, the Lead CMDB and Service Data Management ensures that Service Integration tools are effectively integrated with CMDB and remain stable, secure, and aligned with evolving business and technology needs.

You have

• Degree in Engineering, Computer Science, or related field with 12–15 years of experience
• Strong experience in CMDB / Configuration Management in large enterprises
• Proven experience leading CMDB operations and governance
• Hands-on experience with Service Integration tools (Service Now, UPMX, EISEB)
• Strong understanding of ITIL processes, especially Configuration Management and Event Management
• Experience implementing data governance and audit frameworks
• Strong stakeholder collaboration and communication skills
• Experience in complex, multi-technology environments

It would be nice if you also had

• Experience with CSDM (including exposure to CSDM 5.0 migration)

Experience with Service Now:

• CMDB

• Discovery

• Service Mapping

• Integrations

• Understanding of CMDB data quality frameworks and KPIs

• ITIL V4 certification

• Familiarity with Lean, Agile, DevOps

• Lead end-to-end CMDB operations and ensure accurate lifecycle management of CIs and relationships

• Drive CMDB governance, including data quality (accuracy, completeness, consistency) and standards compliance

• Monitor CMDB health (e.g., completeness, correctness, compliance) and lead remediation actions

• Ensure effective execution and continuous improvement of Configuration Management processes

• Enable service visibility and impact analysis for incidents, changes, and services

• Own Service Integration tools (Service Now, UPMX, EISEB) and ensure stability, security, and alignment

• Drive automation and integrations (Discovery, Service Mapping, external systems) to improve data quality

• Conduct audits, reporting, and ensure compliance with governance and security policies

• Lead and collaborate with IT teams, architecture, and vendors to ensure shared data ownership