Service Configuration Manager

Responsibilities

• Define and govern the CMDB model, including CI classes, relationships, and lifecycle processes aligned to ITIL.
• Own the BMC Discovery capability, managing platform configuration, coverage, and integration to ensure accurate data flows.
• Implement data quality controls, validation processes, and KPIs to ensure CMDB data is complete, accurate, and auditable.
• Embed CMDB into core ITSM processes such as Incident, Problem, Change, and Major Incident management.
• Drive service mapping and dependency modelling to reflect real-world relationships across applications and infrastructure.
• Support risk and regulatory outcomes by ensuring CMDB supports resilience requirements and auditability (e.g., DORA, ISO).
• Lead continuous improvement by tracking CMDB health and defining the maturity roadmap.
• Partner with Service, Engineering, Tooling, and Data teams to ensure the CMDB remains a trusted operational asset.

Requirements

• 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.

Preferred Qualifications

• ITIL certification in Service Configuration Management.
• Experience with Axonious.
• Experience with service mapping and dependency modelling.
• Awareness of regulatory frameworks such as DORA or ISO.
• Proficiency in scripting or automation (e.g., Python, PowerShell).
• Experience working within large, complex enterprise environments.

About the Company

WTW is a leading global advisory firm that helps clients manage risk and optimize outcomes. We provide a wide range of solutions across risk, broking, and consulting to help organizations navigate complex challenges.