Service Configuration Manager (ICTTECH CS202606)

We are continuing to mature our Service Configuration Management capability and are seeking a CMDB & BMC Discovery Manager to lead the design governance and operationalisation of our CMDB across ICT Technology.

This role is critical in ensuring that BMC Discovery data is transformed into trusted governed configuration data that supports service operations risk management and regulatory requirements. You will drive the evolution of the CMDB from a foundational asset inventory towards service mapping and dependency-driven insight embedding it into core ITSM processes.

Working closely with Service Engineering Tooling and Data teams you will ensure the CMDB is a trusted operational asset while partnering with the data function for downstream analytics and reporting.

The Role

• Define and govern the CMDB model: Establish CI classes relationships lifecycle processes and ownership aligned to ITIL and service architecture

• Own BMC Discovery capability: Manage platform configuration coverage and integration to ensure accurate reconciled data flows into the CMDB

• Assure data quality (not ownership): Implement controls validation and KPIs to ensure CMDB data is complete accurate and auditable; drive remediation with domain teams

• Embed CMDB into operations: Enable dependency visibility across Incident Problem Change and Major Incident processes to improve impact assessment and recovery

• Drive service mapping and dependency modelling: Build and mature service models that reflect real-world relationships across applications infrastructure and third parties

• Support risk and regulatory outcomes: Ensure CMDB supports resilience requirements auditability and traceability (e.g. DORA ISO)

• Lead continuous improvement: Track CMDB health define maturity roadmap and drive adoption across technology teams

• Collaborate and influence: Partner with Service Engineering Tooling and Data teams as the CMDB/Discovery SME ensuring the CMDB is a trusted operational asset

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The Requirement

Essential Experience & Skills

• Strong experience with BMC Discovery (ADDM / Helix) and CMDB platforms (e.g. BMC Helix / Remedy)

• Solid understanding of CMDB data models reconciliation and governance

• Experience embedding CMDB into ITSM processes (Incident Change Problem)

• Knowledge of infrastructure cloud (Azure/AWS) and application architectures

• Proven ability to implement data quality controls and KPIs

• Strong stakeholder management communication and collaboration skills

Desirable Skills

• ITIL certification (Service Configuration Management)

• Experience withAxonious

• Experience with service mapping and dependency modelling

• Awareness of regulatory frameworks (e.g. DORA ISO resilience)

• Scripting/automation (e.g. Python PowerShell)

• Experience in large complex enterprise environments

General Requirements

• Excellent communication and documentation skills

• Strong problem-solving and continuous improvement mindset

• Ability to work across technical and business domains

• Collaborative and influence-driven approach

WTW is an Equal Opportunity Employer