Service Configuration Manager (ICT_TECH CS_2026_06)

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

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 with Axonious

• 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