What success looks like in this role:
The Configuration Management Process Owner provides end-to-end ownership, governance, and continual improvement of the Configuration Management practice. The role ensures that processes, procedures, controls, and supporting Configuration Management Database (CMDB) capabilities are designed and maintained to support reliable IT services and business outcomes. Working across service delivery, platform, architecture, security, and customer teams, the Process Owner promotes consistent process adoption and oversees configuration data quality, compliance, reporting, and improvement priorities.
Key responsibilitie s
Process ownership and governance: Own, maintain, communicate, and improve the Configuration Management process, procedures, controls, operating model, and supporting documentation.
Policy and practice alignment: Translate enterprise and customer policies into practical process requirements aligned with IT service management practices and contractual obligations.
CMDB governance: Define governance for Configuration Item identification, classification, control, status accounting, relationship management, verification, and lifecycle maintenance.
Data quality and assurance: Establish quality criteria and oversee reconciliation, validation, audit, exception management, and remediation activities to improve CMDB accuracy, completeness, and timeliness.
Performance management: Define process objectives, key performance indicators, control measures, and reporting requirements; review results and sponsor corrective or preventive actions.
Continual improvement: Maintain a prioritized improvement roadmap and lead initiatives that strengthen process maturity, standardization, automation, and operational efficiency.
Cross-process integration: Ensure effective integration with Change Enablement, Incident Management, Problem Management, Asset Management, Service Mapping, Security, and other relevant practices.
Stakeholder leadership: Chair or contribute to governance reviews, facilitate process decisions, resolve ownership issues, and communicate expectations across internal teams, suppliers, and customer stakeholders.
Tooling oversight: Partner with ITSM platform teams on CMDB design, discovery, reconciliation, integrations, service relationships, reporting, and automation requirements.
You will be successful in this role if you have:
A bachelor’s degree in information technology, computer science, engineering, business information systems, or a related discipline, or equivalent relevant experience.
Substantial experience in IT Service Management, Configuration Management, service governance, or a comparable enterprise technology environment.
Demonstrated experience owning, governing, or leading an enterprise service management process across multiple teams or service providers.
Strong working knowledge of Configuration Item lifecycle management, CMDB governance, data quality controls, relationship mapping, reconciliation, and audit practices.
Experience using enterprise ITSM platforms and working with technical teams responsible for CMDB, discovery, integrations, or service mapping.
Ability to interpret policy, contractual, operational, and control requirements and convert them into clear process standards and measurable outcomes.
Strong analytical, facilitation, written communication, stakeholder management, and decision-making capabilities.
Ability to influence without direct authority and operate effectively in a global, matrixed, and customer-facing environment.
Preferred qualifications
ITIL Foundation, ITIL Managing Professional, or an equivalent service management certification.
Experience with ServiceNow CMDB, Discovery, Service Mapping, or comparable enterprise platforms.
Experience in SIAM, multi-supplier, outsourced service, or complex global delivery models.
Knowledge of IT Asset Management, Change Enablement, service modeling, information security controls, and configuration…