IT Service Management - IT Configuration Manager

The role primarily supports the UK, Swiss and Gibraltar geographies, however with a broader North South Europe (NSE) and strategic remit in particular for the development of Configuration Management strategy across EMEA and working with Global Deloitte Configuration Management teams. From a day-to-day UK/Switzerland/Gibraltar perspective, the key responsibilities revolve around ensuring that all Service Management-related disciplines are supported via high quality Configuration Management Database (CMDB) data, including working with Service and Application owners to ensure that they are meeting their responsibilities for maintenance of CMDB data, and ensuring compliance with the Global Target Operating Model (GTOM). Connect to your career at Deloitte Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more. What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most. Connect to your opportunity The role requires a high level of attention to detail, understanding and ability to deliver ITIL best practice and excellent negotiation and coordination skills. The candidate will be expected to work regularly with technical and non-technical staff at all levels of seniority, as well as lead and influence the successful development of the configuration management process globally:

• Strategic leadership: Develop and maintain the CMDB strategy and roadmap, aligning it with business objectives, ServiceNow's roadmap and ITIL best practice.
• Stakeholder Management: Effectively manage stakeholder expectations and communication regarding CMDB status, progress, and challenges, ensuring alignment with business objectives across IT and business lines.
• Team Leadership and Development: Lead the CMDB team, ensuring effective performance, collaboration, and individual development to achieve key objectives and contribute to overall CMDB success.
• NSE Alignment & Global strategy influence: Own and develop the ITIL-aligned Configuration Management process across the region and be a Global strategy influencer.
• CMDB Data management & quality:

Ensure that the CMDB is correct, complete and compliant, including its data model, CI relationships, data quality metrics, and security. * Develop and improve the current CMDB data model and its core data sources.

• Define and maintain relationships between CIs within the CMDB to ensure accurate dependency mapping.

• Oversee and manage data input and updates to the CMDB, ensuring data accuracy and completeness through automated and manual processes, including data validation and reconciliation.

• Define and report on key CMDB data quality metrics, such as completeness, accuracy, and compliancy for leadership and key stakeholders.

• Manage CMDB data access and security, ensuring compliance with relevant global policies and regulations.

• Service definition & governance:

• Ensure accurate definition of services with the relevant stakeholders across all relevant ITS teams and business lines.

• Provide configuration management governance and assurance for services coming into Production by working within the Service Transition process.

• Continuous Service Improvement (CSI): Drive CSI and toolset development, along with wider configuration management maturity. This includes identifying areas for improvement, proposing solutions, and driving implementation.

• Project Support: Support ongoing ITS projects to ensure all Configuration Management deliverables are successfully met.

• An expert in the management and manipulation of complex datasets with strong expertise in one or more data languages.
• Extensive experience in ITIL-based configuration management within an IT organisation.
• Proven ability to lead, motivate, and manage geographically dispersed, diverse teams.
• Strong stakeholder management skills; building strong relationships and ensuring alignment on CMDB strategy.
• Experience establishing and enforcing governance processes and data quality standards within an ITIL framework.
• Excellent communication and interpersonal skills; effectively leading and managing teams.
• Strong time management and workload prioritisation skills.
• Commitment to delivering high quality work and understanding its impact on the business.
• Ability to quickly understand and adopt new technologies and best practices within the ITIL configuration management process.
• Enthusiastic and pragmatic approach to problem-solving.

Preferred:

• Experience with the Common Data Services Model (CSDM) framework.

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