Senior Manager, CMDB and Data Analytics

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Primary Purpose

The Senior Manager, CMDB and Data Analytics is responsible for the strategic direction, governance, operational excellence, and continuous improvement of the Service Now Configuration Management Database (CMDB) and enterprise platform analytics capabilities. This role leads a CMDB team to ensure the integrity, accuracy, and usability of Service Now data that supports service delivery operations and business decision‑making.

The successful candidate will partner closely with platform engineering, enterprise architecture, service owners, application owners, infrastructure teams, cybersecurity, and business stakeholders to establish and maintain a trusted source of operational data while delivering actionable insights through reporting, dashboards, and analytics.

Our flexible/hybrid work schedule includes 3 in‑person days at one of our core locations and 2 remote days. The core office locations for this position are Salisbury, NC, Chicago, IL and Quincy, MA.

Applicants must be currently authorized to work in the United States on a full‑time basis.

• Define and execute the CMDB strategy, roadmap, and maturity plan aligned with Service Now platform objectives.
• Establish governance processes, standards, and controls for configuration management and Common Service Data Model (CSDM) adoption.
• Establish data ownership and accountability models across business and technology teams that will be incorporated into a configuration management plan, data certification programs, policies for CI lifecycle management, and audit and governance reviews.
• Monitor and manage operational KPIs including CMDB Health, CI completeness, correctness, compliance, and relationship integrity identifying trends and driving improvements in team execution.
• Collaborate cross‑functionally with Product, Engineering, Infrastructure, Asset, Security and ITSM teams to ensure data, relationships, and reporting are available to enable service management and operational excellence.
• Lead, coach, and develop a team of CMDB administrators and analysts, data and analytics specialists, and governance specialists.
• Identify and recommend opportunities to automate reporting and data quality management activities.
• Establish and ensure compliance with process standards, governance requirements, operational controls, and security‑first practices across all support activities.
• Manage budgets, vendor relationships, staffing models, and resource planning in support of goals and performance commitments.
• Act as a trusted operational partner to leadership by translating business use cases and Service Now capabilities into clear insights and improvement actions, serving as primary escalation point for CMDB governance and analytics‑related issues/requests.
• Establish a Service Now analytics strategy that provides meaningful insights into platform usage, service performance, operational health, and business outcomes.
• Develop executive dashboards and KPI reporting for platform performance and service management processes.

• 10+ years of progressive technology experience with a demonstrated track record of delivering operational outcomes.
• 8+ years in configuration management, data governance, Service Now experience or IT Operations.
• 3+ years of direct or indirect people leadership experience, including coaching, onboarding, and performance management.
• 3+ years supervising technical teams or managing Service Now CMDB, CSDM, Discovery, Service Mapping, and governance practices.
• Bachelor's degree in Computer Science, Engineering, or a related field, and/or equivalent practical experience.
• Strong financial and operational acumen, including budget management, problem solving, and decision making.
• Ability to influence and collaborate across…