CMDB Configuration Manager

CMDB Configuration Manager - Edinburgh

About

The Role

FDM is a global business and technology consultancy seeking a CMDB Configuration Manager to work for our client within the Financial Services sector. This is initially a 6-12 month contract with the potential to extend and will be a hybrid role that will be based in Edinburgh.

Our client is seeking a CMDB (Configuration Management Database) Configuration Manager who will be responsible for maintaining the accuracy, integrity, and relationships of an organization's IT assets and infrastructure components. Their primary goal is to ensure that IT teams have a clear, real-time view of the technology stack to support incident, change, and problem management.

This role is responsible for:

Play a leading role in establishing the organisation’s Configuration Management capability from the ground up.

You will shape, implement, and mature the Service Now CMDB, ensuring it is aligned to the Common Service Data Model (CSDM) and supports wider ITSM, ITOM, and business service management outcomes.

This is a hybrid role combining strategic ownership with hands‑on configuration, data modelling, and process execution.

Responsibilities:

Configuration Management

* Support the enterprise Configuration Management strategy and roadmap alongside Head of Change and Configuration Management

* Implement and support the Configuration Management practice across the organisation.

* Subject matter expert for CMDB, CSDM, Service Mapping, CMDB-related projects and transformation initiatives.

* Develop and maintain Configuration Management policies, standards, controls and procedures.

* Lead Configuration Management governance forums and steering groups.

* Ensure alignment of CMDB objectives with organisational technology and business strategies.

CMDB Governance and Compliance

* Establish enterprise-wide CMDB governance frameworks.

* Support the organisation's adoption and maturity of the Common Service Data Model (CSDM).

* Drive compliance with CMDB standards, policies and audit requirements.

* Ensure all technology domains maintain appropriate CI ownership and lifecycle controls.

* Report CMDB completeness, correctness, compliance, risks, trends and data quality metrics to senior leadership.

* Act as escalation point for configuration management issues and governance exceptions.

Service Mapping ownership

* Ensure service models align with Service Now best practices and business requirements.

* Govern service mapping architecture and business service hierarchies.

* Support data ingestion, integrations and transformation processes.

* Resolve CI conflicts, particularly those arising from Discovery and Service Mapping.

* Drive continuous improvement in service modelling across all technology teams.

CMDB Data Management and Maintenance

* Create, update, retire and deconflict Configuration Items (CIs) in line with defined standards.

* Ensure all updates comply with configuration management policies and standards.

* Configure and optimise Service Now CMDB components including:

* Support Discovery and Data ingestion processes.

* Assist with reconciliation and integration issues.

* Support CMDB integration with:

* Discovery tools.

* LeanIX or application repositories.

* Other ITSM/ITOM data sources.

* Lead data quality remediation initiatives and drive continuous improvement.

Stakeholder Management

* Build strong partnerships with:

Incident Management

Problem Management

Change Management

Asset Management

Enterprise Architecture

Information Security

Risk and Compliance

Application and Infrastructure teams

* Champion CMDB adoption across Technology Services and Business Units.

General

Adapt to changing and conflicting business priorities and demonstrate the ability to influence the team to work in an agile manner ensuring high levels of service quality.

Work closely with the business and vendors during any implementations or project activities.

Provide service assurance by working with Global Information Security (GIS) and Risk teams to ensure IT Security compliance, effective risk management and audit standards are met.

About You

Proven experience managing and developing an enterprise CMDB, preferably within Service Now.

Experience implementing and maturing Configuration Management practices in a complex enterprise environment.

Demonstrable experience establishing CMDB governance, standards, policies, and operating models.

Experience driving adoption of the Common Service Data Model (CSDM).

Hands-on experience with Service Now Discovery, Service Mapping, and CMDB data management.

Experience leading data quality improvement initiatives and resolving configuration data issues.

Strong stakeholder management experience, working across IT Operations, Infrastructure, Security, Architecture, Risk, Asset Management, and Service Management teams.

Experience supporting audit, compliance, and risk management activities.

Experience delivering strategic technology transformation or service improvement initiatives.

Technical Knowledge:

Strong knowledge of ITIL…