Service Configuration Manager

Overview

In this role you will lead and mature the Service Configuration Management practice to ensure accurate, trusted configuration data and relationships across the IT estate. You will partner with engineering, product, and asset teams to enable incident, problem, change, and asset processes through strong CMDB governance and service mapping. You will deliver the strategic roadmap for configuration management, including discovery and data quality initiatives, aligned to ITIL 4 practices. You will provide executive insights and KPI reporting to drive continual service improvement and stakeholder confidence.

Pay / Benefits

• 20% colleague discount
• Competitive holiday allowance
• Discretionary bonus schemes
• Pension and life assurance
• Tailored induction and training
• M&S Choices perks and savings

Responsibilities

• Govern end-to-end Service Configuration Management, maintaining policies, standards, processes and controls
• Ensure CMDB accurately represents services, applications, infrastructure, cloud services, CIs and relationships with clear ownership
• Improve CMDB data quality, service mapping, discovery and automated data feeds for incident, problem, change and asset management
• Embed and monitor compliance with configuration management practices across engineering, operations and delivery teams
• Act as SME and governance contact, providing KPI reporting and executive insights to support continual service improvement

Key requirements

• Strong knowledge of ITIL 4 Service Configuration Management and enterprise-scale implementation
• Deep expertise in CMDB governance, configuration data management, service modelling and dependency relationships
• Technical understanding of infrastructure, cloud, applications, middleware, networks, discovery technologies, automated data collection, APIs and system integrations
• Experience with ITSM, CMDB and discovery platforms (e.g., BMC Helix and ServiceNow) and data governance, risk, compliance, reporting and continual-improvement
• Excellent leadership, communication and stakeholder-management skills; ability to influence senior stakeholders and drive adoption

• leadership
• stakeholder-management
• communication
• ITIL 4 Service Configuration Management
• CMDB governance
• service mapping

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