IT Service Management – IT Configuration Manager

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The role primarily supports the UK, Swiss and Gibraltar geographies, however with a broader North South Europe (NSE) and strategic remit in particular for the development of Configuration Management strategy across EMEA and working with Global Deloitte Configuration Management teams.

From a day-to-day UK/Switzerland/Gibraltar perspective, the key responsibilities revolve around ensuring that all Service Management-related disciplines are supported via high quality Configuration Management Database (CMDB) data, including working with Service and Application owners to ensure that they are meeting their responsibilities for maintenance of CMDB data, and ensuring compliance with the Global Target Operating Model (GTOM).

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The role requires a high level of attention to detail, understanding and ability to deliver ITIL best practice and excellent negotiation and coordination skills. The candidate will be expected to work regularly with technical and non-technical staff at all levels of seniority, as well as lead and influence the successful development of the configuration management process globally:

• Strategic leadership: Develop and maintain the CMDB strategy and roadmap, aligning it with business objectives, ServiceNow’s roadmap and ITIL best practice.
• Stakeholder management: Effectively manage stakeholder expectations and communication regarding CMDB status, progress, and challenges, ensuring alignment with business objectives across IT and business lines.
• Team leadership and development: Lead the CMDB team, ensuring effective performance, collaboration, and individual development to achieve key objectives and contribute to overall CMDB success.
• NSE alignment & Global strategy influence: Own and develop the ITIL-aligned Configuration Management process across the region and be a Global strategy influencer.
• CMDB Data management & quality:
• Ensure that the CMDB is correct, complete and compliant, including its data model, CI relationships, data quality metrics, and security.
• Develop and improve the current CMDB data model and its core data sources.
• Define and maintain relationships between CIs within the CMDB to ensure accurate dependency mapping.
• Oversee and manage data input and updates to the CMDB, ensuring data accuracy and completeness through automated and manual processes, including data validation and reconciliation.
• Define and report on key CMDB data quality metrics, such as completeness, accuracy, and compliancy for leadership and key stakeholders.
• Manage CMDB data access and security, ensuring compliance with relevant global policies and regulations.
• Service definition & governance:
• Ensure accurate definition of services with the relevant stakeholders across all relevant ITS teams and business lines.
• Provide configuration management governance and assurance for services coming into Production by working within the Service Transition process.
• Drive CSI and toolset development, along with wider configuration management maturity. This includes identifying areas for improvement, proposing solutions, and driving implementation.
• Support ongoing ITS projects to ensure all Configuration Management deliverables are successfully met.

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Essentials:

• An expert in the management and manipulation of complex datasets with strong expertise in one or more data languages.
• Extensive experience in ITIL-based configuration management within an IT organisation.
• Proven ability to lead, motivate, and manage geographically dispersed, diverse teams.
• Strong stakeholder management skills; building strong relationships and ensuring alignment on CMDB strategy.
• Experience establishing and enforcing governance processes and data quality standards within an ITIL framework.
• Excellent communication and interpersonal skills; effectively leading and managing teams.
• Strong time management and workload prioritisation skills.
• Commitment to delivering high quality work and understanding its impact on the business.
• Ability to quickly understand and adopt new technologies and best practices within the ITIL configuration management process.
• Enthusiastic and pragmatic approach to problem-solving.

Preferred:

• Experience with the Common Data Services Model (CSDM) framework.

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You’ll be based in one of our UK locations with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That’s why we’ll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

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Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers