Manager - Configuration Management and IT Asset Management

Manager

This role is accountable for strategic ownership, governance, and continuous improvement of Configuration Management and IT Asset Management practices across the enterprise. The position ensures end‑to‑end visibility of IT services and assets by integrating CMDB, Discovery, Service Mapping, and ITAM (HAM & SAM) capabilities, primarily within the ServiceNow platform.

Acting as a senior SME and people leader, the role bridges business, vendors, and technical teams to ensure accurate service models, compliant asset lifecycle management, and reliable data to support incident, change, financial, risk, and compliance outcomes.

Leadership & Governance

• Own and drive the Configuration Management and IT Asset Management strategy, aligned with ITIL, CSDM, and organizational governance frameworks.
• Define, enforce, and continuously improve CMDB, Discovery, Service Mapping, HAM, and SAM policies, standards, and operating models.
• Provide people leadership, mentoring consultants/specialists, reviewing deliverables, and ensuring skill uplift across the team.
• Act as a trusted advisor to senior stakeholders, providing insights on service health, asset compliance, risk exposure, and optimization opportunities.
• Oversee end‑to‑end CMDB health, ensuring data accuracy, completeness, lifecycle management, and compliance through regular audits and attestations.
• Lead the design, deployment, and optimization of ServiceNow Discovery and Service Mapping across on‑prem, cloud, and hybrid environments.
• Ensure business‑critical services are accurately modelled, supporting impact analysis, change risk reduction, and faster incident resolution.
• Govern MID Server architecture, credentials, schedules, and patterns, ensuring secure and scalable discovery operations.
• Drive alignment with CSDM and ensure consistent CI class usage and relationship modelling.
• Establish and manage Hardware Asset Management (HAM) and Software Asset Management (SAM) processes across the full asset lifecycle (request, procure, deploy, maintain, retire).
• Ensure accurate reconciliation between CMDB, procurement, contracts, and financial systems.
• Lead software license compliance, optimization, and audit readiness (publishers such as Microsoft, Oracle, SAP, Adobe, etc.).
• Drive cost optimization initiatives, identifying under‑utilized assets, license waste, and opportunities for re‑harvesting.
• Partner with Finance, Procurement, and Vendors to support true‑up exercises, renewals, and negotiations.
• Oversee integrations between ServiceNow and enterprise platforms (e.g., Alfabet, procurement, finance systems) to ensure seamless data flow.
• Define and review KPIs, dashboards, and executive reports covering CMDB health, service coverage, asset compliance, and cost optimization.
• Identify automation opportunities using ServiceNow ITOM, ITAM, Integration Hub, and scripting to improve efficiency and data quality.

🔹 CMDB, Discovery & Service Mapping

🔹 IT Asset Management (HAM & SAM)

🔹 Integration, Reporting & Continuous Improvement

Support and govern both project‑based initiatives and BAU operations, ensuring timely and high‑quality outcomes

• ServiceNow Certified System Administrator (CSA)
• CIS – Discovery / CIS – Service Mapping
• CIS – Software Asset Management (SAM) or CIS – Hardware Asset Management (HAM)
• ITIL v4 Foundation
• CSDM Practitioner
• SIAM (preferred)

Experience Level

Mid Level