Job Description

Location: Bengaluru

Experience: 7–11 Years

About the Role

We are seeking a Senior Specialist to lead Service Configuration Management (SACM) and CMDB governance in a complex IT environment. The role focuses on configuration process ownership, CMDB data quality, CI lifecycle governance, and cross-tower stakeholder management across Infrastructure, Applications, Cloud, Security, and IT Asset Management. Strong ITIL V3/V4 knowledge and experience leading configuration management processes are essential.

Job Description

The position is responsible for owning the end-to-end Configuration Management process, including defining policies, standards, scope, operating models, CI classes, environments, and lifecycle stages. The role will establish CMDB governance forums, enforce CI ownership, manage process exceptions, and ensure appropriate controls and approvals.

A key focus will be maintaining accurate and reliable CMDB data through identification, reconciliation, discovery, deduplication, and controlled data-source onboarding. The candidate will define data quality KPIs, manage CMDB health dashboards, drive remediation initiatives, and implement continuous improvement measures.

The role also requires strong integration with Change and Request Management to control CI updates and lifecycle events. The candidate will serve as a key liaison across technology towers, resolve ownership and data issues, maintain SOPs and governance documentation, and provide training and executive-level reporting on CMDB health, risks, and remediation progress.

Key Responsibilities

• Own and govern the end-to-end Service Configuration Management (SACM) process.
• Define configuration policies, standards, RACI, CI ownership, lifecycle controls, and operating models.
• Establish CMDB governance forums and drive decisions on standards, risks, exceptions, and priorities.
• Oversee CI identification, reconciliation, discovery, data-source onboarding, and deduplication controls.
• Define and track CMDB data quality KPIs covering completeness, accuracy, correctness, compliance, and timeliness.
• Integrate CMDB controls with Change, Request, Asset, Application, and Infrastructure lifecycle processes.
• Act as the primary CMDB governance contact across Infrastructure, Applications, Cloud, Security, and ITAM teams.
• Lead remediation, continuous improvement, automation, SOP development, training, and management reporting.

Required Skills

• Configuration Management / SACM
• CMDB governance and data quality management
• IT Service Management (ITSM)
• IT Asset Management / HAM
• Service Management Consulting – SIAM
• Strong knowledge of ITIL V3 and ITIL V4 service lifecycle concepts
• Experience with ITSM tools such as ServiceNow, Cherwell, Symphony, or Summit
• CI lifecycle management, discovery, reconciliation, and deduplication
• Change, Configuration, or Release Management experience in complex environments
• Strong stakeholder management, communication, organization, and customer service skills
• Process governance, KPI reporting, audit readiness, and continuous improvement

Mandatory Skills

• IT Asset Management – HAM
• Service Management Consulting – SIAM
• ITSM
• Non-ITSM

Candidate Profile

The ideal candidate will have 5–8 years of relevant Service Configuration Management experience, with the ability to operate in a lead/managerial capacity. Strong ITSM and configuration management expertise, ITIL knowledge, stakeholder management skills, and experience working across complex technology environments are required.

Certifications

• ITIL V3 / ITIL V4 Foundation
• Gen AI concepts
• ServiceNow Generative AI / Now Assist
• Certification in a leading ITSM ticketing platform is preferred

Benefits Package

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A collaborative and inclusive work environment
• The opportunity to work on exciting and challenging projects with leading clients