CMDB Governance Specialist

Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors.

The Technical Operations team is integral to our ITIL v4-aligned service model, which leverages ServiceNow automation and agentic AI. We deliver a centralised, knowledge-driven shared service—engineered for speed, consistency, and technical excellence through systemised quality control and accessible, authoritative knowledge.

• Own and maintain SACM policy, process and governance documentation—ensuring clarity, relevance and compliance with ITIL v4
• Ensure the CMDB is aligned with internal controls and audit frameworks including ISO, Cyber Essentials+, and contractual requirements
• Design, publish and monitor data quality standards and KPIs across the CMDB and linked asset repositories
• Administer the CMDB RACI and ensure roles and responsibilities are well communicated and adhered to across the business
• Define and run periodic audits and reconciliation routines, tracking findings and supporting remediation across technical and operational teams
• Support onboarding of new CI classes by ensuring governance requirements are designed-in from the outset
• Review and approve data models, relationships and business rules within the ServiceNow CMDB to ensure they remain fit-for-purpose
• Contribute to platform design by advising on the impact of proposed changes to data integrity and operational control
• Identify risks associated with incomplete or inaccurate data and escalate appropriately, supporting resolution in line with SLA expectations
• Promote the use of configuration data across ITSM workflows and act as a champion for data-driven decision making
• Support the SACM Service Lead & Operations Manager in ensuring that governance standards and continual improvement actions are embedded across the team

• A detailed understanding of ITIL-aligned SACM governance and configuration management controls
• Hands-on experience working with ServiceNow CMDB or a similar ITSM toolset in a governance, compliance, or reporting role
• Familiarity with audit and compliance standards including ISO/IEC 27001, Cyber Essentials+, and NIST frameworks
• Strong attention to detail, with the ability to interpret technical data and policies into practical, actionable controls
• Experience defining, managing, and reporting on configuration data quality metrics
• Able to design and run audits independently, using ServiceNow reports and supporting tools such as Power BI or Excel
• Confident working with engineers, operations teams, and leadership to resolve governance and compliance issues
• Excellent communication and documentation skills—able to create concise, usable process and policy documentation
• A proactive, collaborative working style with a clear commitment to continuous improvement
• ITIL v4 Foundation (Practitioner level desirable)
• Eligibility for UK Government SC clearance
• A genuine commitment to living our company values—Curious, Integrity, Accountability and Connected.

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Group-wide performance bonus, when we win, you win
• Income protection: up to 75% salary for 5 years if you ever need it

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference 

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover