We are looking for a Service Asset & Configuration Management (SACM) Manager to take ownership of the client’s Configuration Management Database (CMDB) governance.

This is not a data-entry role. This is a strategic governance role. You will be the "Guardian of the CMDB," responsible for defining the data quality model, enforcing standards, and ensuring the platform supports the client’s business services.

Key Responsibilities

• Governance & Strategy: Own the CMDB governance model for the client’s environments. Define what we track, why we track it, and who owns the data.

• Data Quality Management: Establish and monitor CMDB Health Scores (Completeness, Correctness, Compliance). Proactively identify staleness, duplicates, and orphan CIs.

• Reporting: Produce the Monthly CMDB Quality Report for the Governance Board, highlighting trends, risks, and improvement areas.

• CSDM Alignment: Drive the adoption of the ServiceNow Common Service Data Model (CSDM). Ensure Technical Services, Business Services, and Application Services are correctly mapped.

• Process Leadership: Act as the interface between the technical teams (AMS) and the client’s Data Owners. Facilitate workshops to resolve data conflicts.

• Discovery & Integrations: Oversee the health of discovery sources (e.g., ServiceNow Discovery, ACC, SCCM integrations) to ensure reliable automated updates.

Requirements

Must-Have Skills

• ServiceNow Expertise: Deep understanding of the ServiceNow CMDB structure, CI Classes, and Identification & Reconciliation Engine (IRE).

• CSDM Knowledge: Proven experience implementing or managing the Common Service Data Model (CSDM 4.0 or later).

• ITIL Framework: Strong grasp of ITIL Service Asset & Configuration Management principles.

• Analytical Mindset: Ability to analyze large datasets, find patterns, and present them as actionable insights to management.

• Communication: Strong consulting skills. You must be able to explain why data quality matters to non-technical stakeholders.

Nice-to-Have

• Experience with ServiceNow Discovery and Service Mapping.

• Certified Implementation Specialist – Discovery (CIS-Discovery) or Service Mapping.

• Background in telecommunications or large enterprise environments.

The "Why" for Candidates

• Strategic Impact: You aren't just fixing tickets; you are building the foundation for the client's entire digital strategy.

• Key Account Focus: You will work deeply with one of our most significant clients, allowing you to see the long-term results of your strategies.

• Professional Growth: Opportunity to work alongside the Platform Development Lead and Architect to shape a best-in-class CoE model.