About the role
Job RequirementsMinimum 58 years of relevant experience working as Service Configuration Manager
Should possess good understanding of ITIL V3 and ITIL4 service lifecycle modules
Should have strong verbal written communication and interpersonal skills
Lead role while acting as a liaison with internalexternal customers
Key Responsibilities
Process Ownership Governance
Own end to end Service Configuration Management process and consulting engagements
Good understanding of CSDM modules and Service Mappings
Exposure of CMDB Greenfield implementation Setup new CMDB Classes attributes and CSDM along with Process documentation templates as and when required
Know how to interact well with the customers and explain the CMDB process associated best practices and offerings
Define and maintain process policies standards scope and operating model inscope CI classes environments and lifecycle stages
Establish and run CMDB governance forums weeklymonthly to drive decisions on standards exceptions risks and priorities
Define RACI and enforce CI ownershipaccountability across Infrastructure Apps Cloud Security and ITAM teams
Establish controls for CI lifecycle management create update retire
Manage process exceptions and ensure appropriate risk acceptance and approvals are documented
Identification Reconciliation Deduplication Discovery Strategy
Establish and oversee endtoend deduplication controls to prevent detect and remediate duplicate or conflicting CI records
Ensure identification reconciliation and deduplication outcomes are traceable repeatable and auditready
Oversee onboarding and offboarding of data sources with strong integration controls data mapping and validation
Data Quality Management KPIs Continuous Improvement
Define and track CMDB data quality KPIs completeness correctness compliance timeliness
Own CMDB health dashboards scorecards and management reporting
Lead continuous improvement initiatives to improve CMDB accuracy and usability
Set quality thresholds and escalation mechanisms for recurring issues
Change Management Integration CI Lifecycle Control
Ensure CMDB updates are governed through Change and Request Management processes
Enforce controls to prevent unauthorized or manual CI updates
Ensure CI retirementdecommission processes are aligned with asset disposal application decommission and infrastructure teardown
Business Communication Stakeholder Management CrossTower
Act as the single point of contact for CMDB governance across Infrastructure Application Cloud Security and ITAM teams
Drive CI ownership and accountability by engaging tower leads and process owners
Resolve crossteam conflicts related to CI ownership data discrepancies and process adherence
Reporting Metrics
Define CMDB performance metrics and KPIs covering data quality completeness accuracy reconciliation and deduplication effectiveness
Prepare and deliver CMDB health reports dashboards and executive summaries
Provide leadership with periodic reporting on data quality KPIs audit posture risks and remediation status
Track and report progress of CMDB remediation initiatives and continuous improvement actions
Enablement SOPs Training Knowledge Management
Own and maintain process documentation SOPs work instructions control documents and governance artifacts
Provide trainingenablement to support teams eg Deskside Infra Ops App Ops on CMDB standards and CI ownership
Ensure smooth transitions and knowledge transfer during new scope onboarding tool changes or organizational changes
Continuous Improvement Process Maturity
Drive continuous improvement of configuration management processes based on metrics audit findings and stakeholder feedback
Embed standardization automation and preventive controls to reduce operational risk and manual effort
Job Qualifications Skills
SectionDetails
DomainStrong Configuration management skills as a LeadManager
Should have exposure to ITSM ticketing tools ie ServiceNow Symphony Summit BMC Remedy etc
Good interpersonal organization and customer services skills
Experience of working within rest of ITSM processes such as Change Management Configuration or Release in a demanding and complex environment
Strong IT Service management skills
Soft Skills Excellent communication and email writing skills
Team collaboration
Documentation and knowledge sharing
Education RequirementsBachelors Masters in Computer Science or equivalent can be marked optional or flexible
Certifications ITILV3 ITIL4 Foundation
Gen AI Concepts
ServiceNow Generative AI Now Assist
Certification on market leading ITSM ticketing tools would be preferred