CMDB Configuration Manager

In this position, you’ll be based in the Edinburgh office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex .

We give you a world of potential

Are you passionate about transforming complex technology data into meaningful business intelligence? Do you enjoy driving governance, influencing stakeholders, and shaping enterprise-wide capabilities? If so, this is an exciting opportunity to take ownership of a critical function at the heart of our Technology Services organisation.

As our CMDB Configuration Manager, you’ll play a pivotal role in developing and maturing the enterprise CMDB capability, ensuring it delivers accurate, trusted, and actionable insights that support operational excellence, risk management, service delivery, and strategic decision-making.

You’ll work with senior stakeholders across Change, Incident, Problem, Asset, Risk, Security, Architecture, and Service Management, influencing how services are managed, supported, and improved across the organisation.

A role you will love

This role is ideal for someone who enjoys combining strategic thinking with operational delivery and wants to be recognised as a leader in Configuration Management and ServiceNow best practice. You’ll have the opportunity to build a lasting capability, drive meaningful change, and help shape the future of service intelligence across the organisation.

Other key responsibilities:

• Support the development and execution of the enterprise Configuration Management strategy, roadmap, and governance framework, ensuring the CMDB remains a trusted source of service and technology data.
• Act as the SME for CMDB, CSDM, and Service Mapping, driving best practice adoption, continual improvement, and alignment with ServiceNow capabilities.
• Lead CMDB governance and compliance activities, including policy development, data ownership, lifecycle management, audit readiness, and reporting on data quality, risks, and performance metrics.
• Own the management and continual enhancement of Service Mapping and service models, ensuring accurate service hierarchies, effective integrations, and high-quality configuration data across the technology estate.
• Drive CMDB data quality initiatives, overseeing CI management, discovery, reconciliation, and integration activities to improve accuracy, completeness, and reliability.
• Build strong relationships with stakeholders across Technology Services, Security, Risk, Architecture, Asset Management, and IT Service Management teams to champion CMDB adoption and maximise business value.Support technology projects, transformation programmes, and vendor engagements, ensuring configuration management practices enable operational excellence, compliance, and informed decision-making. *

We’re looking for someone who brings experience managing and developing CMDB capabilities, with a strong understanding of Configuration Management principles, CSDM, Service Mapping, and ITSM processes. You’ll be confident establishing governance frameworks, implementing standards and controls, and driving continual improvement to ensure configuration data is accurate, trusted, and fit for purpose., * Technical Background: Strong understanding of IT infrastructure (networks, servers, cloud), DevOps practices, and automation tools.

• ITSM & ITIL Processes: Proven experience implementing ITIL-aligned processes for Change, Incident, Problem and Configuration Management in complex environments.
• Proven experience establishing or transforming enterprise CMDB capabilities.
• Extensive ServiceNow CMDB, Discovery, Service Mapping and CSDM experience.
• CMDB/CSDM - Proven track record of implementing and managing CMDB and CSDM processes in complex environments.
• Excellent communication and interpersonal skills - able to build relationships and work with stakeholders and partners at all levels; able to influence and challenge effectively; and able to listen and respond to challenges.
• Excellent communication skills both written and verbal, with the ability to keep the team updated on strategic initiatives by means of written updates and presentations.
• Ability to influence at peer level and above to drive through change and alignment to process with all other areas of Technology Services at a global level.Passionate about good customer outcomes and service excellence.