CMDB Manager - #2180629

Responsibilities

• CMDB Implementation & Ownership
• Lead the design, build and population of the new CMDB, defining the configuration item model, taxonomy, attribute schema and relationship mapping in line with ITIL best practice.
• Act as the primary product owner for the CMDB platform, managing configuration, integrations and ongoing development with the tooling vendor and internal teams.
• Define and document the Configuration Management process, policy and procedures, ensuring these are approved, communicated and adhered to across IT.
• Establish discovery and import mechanisms to automate configuration item population where possible, reducing reliance on manual data entry.
• Data Quality & Governance
• Own the ongoing accuracy, completeness and currency of CMDB data, establishing audit and reconciliation routines to identify and remediate data quality issues.
• Define and report on data quality KPIs and metrics, escalating persistent issues to IT leadership.
• Implement configuration item lifecycle management, ensuring items are created, updated and retired in a controlled and timely manner.
• Process Integration
• Work closely with the Change Manager to ensure all changes affecting configuration items trigger appropriate CMDB updates.
• Collaborate with IT Asset Management to align the CMDB with asset lifecycle and financial data.
• Support Incident and Problem Management teams in using CMDB data for root cause analysis and impact assessment.
• Integrate the CMDB with other ITSM processes and tooling, including the service catalogue and monitoring platforms.
• Stakeholder Engagement & Training
• Act as the subject matter expert for Configuration Management across IT, providing guidance and support to teams on CMDB use and data ownership.
• Deliver training and awareness activity to ensure teams understand their responsibilities for maintaining CMDB accuracy.
• Build and manage a network of configuration item data owners and custodians across infrastructure, application and network teams.
• Produce regular CMDB health reports and present findings to IT leadership and relevant governance forums.

Essential

• Demonstrable experience in a Configuration Management, ITSM or IT Asset Management role.
• Proven experience owning or significantly contributing to a CMDB implementation or maturity programme.
• Strong understanding of ITIL Configuration Management processes and their integration with Change, Incident and Problem Management.
• Experience working with ITSM platforms and CMDB modules, for example ServiceNow, BMC Helix or Ivanti.
• Ability to define configuration item models, attribute schemas and relationship maps for complex technology estates.
• Strong data analysis skills, comfortable interrogating data and presenting findings clearly.
• Excellent stakeholder management skills with the ability to influence without direct authority.

Desirable

• ITIL v4 Foundation certification or higher.
• Experience with discovery tooling such as ServiceNow Discovery or Lansweeper.
• Knowledge of IT Asset Management frameworks and their relationship with the CMDB.
• Familiarity with cloud environments and the challenges of configuration item management in hybrid estates.
• Experience in a regulated industry environment, particularly where audit and compliance requirements drive data integrity standards.