IT&D Manager, Service Management - CMDB / HAM

We are Reckitt

​Information Technology & Digital​

About the role

As the IT&D Manager – CMDB & Hardware Asset Management, you will act as the global Process Owner for Configuration Management and Hardware Asset Management within a SIAM (Service Integration and Management) operating model.
You will be accountable for defining, governing, and continuously evolving end-to-end CMDB and HAM processes, ensuring effective execution through ServiceNow and across a multi-vendor ecosystem.
This role focuses on process ownership, governance, and data quality, ensuring these capabilities enable high-performing IT services, operational resilience, and business value realisation.

Your responsibilities

Process Ownership & Governance (CMDB & HAM)
•    Own the global CMDB and HAM processes end-to-end, ensuring alignment with ITIL 4 standards and enterprise data strategy
•    Define and maintain policies, standards, and ways of working to drive consistency across IT&D
•    Establish clear process accountability models across internal teams and service providers
•    Ensure integration of CMDB & HAM processes with core ITSM processes (Incident, Problem, Change, Release) 

CMDB Strategy & Data Governance
•    Define the CMDB strategy, operating model, and governance framework
•    Ensure accurate service mapping, dependency modelling, and CSDM alignment
•    Own data quality standards and KPIs (accuracy, completeness, timeliness, compliance)
•    Drive continuous improvement of CMDB health and adoption across the organisation
•    Ensure CMDB enables decision-making, service stability, and impact analysis

Hardware Asset Management Leadership
•    Own the end-to-end hardware asset lifecycle across EUC and infrastructure environments
•    Establish governance for asset tracking, compliance, audits, and lifecycle controls 
•    Drive cost efficiency, optimisation, and asset utilisation improvements
•    Ensure alignment between asset, financial, and contractual data
•    Define and govern standardised asset management practices across vendors

ServiceNow Enablement (Process Authority)
•    Act as the process authority for CMDB and HAM within the ServiceNow ecosystem
•    Define requirements for process design, workflows, and data models within ServiceNow
•    Partner with platform and delivery teams to ensure: 
o    Correct implementation of process design 
o    Alignment with ServiceNow CSDM and ITSM modules
o    Robust data quality and compliance controls
•    Drive continuous optimisation of processes enabled through the platform

SIAM & Vendor Governance
•    Operate within a SIAM model, ensuring effective coordination across multiple service providers
•    Hold vendors accountable for process adherence, data quality, and service outcomes
•    Lead regular governance forums, assurance reviews, and performance tracking
•    Define and track KPIs, SLAs, and compliance metrics for CMDB & HAM
•    Proactively identify risks, gaps, and improvement opportunities

Performance, Analytics & Continuous Improvement
•    Define and deliver performance frameworks and reporting standards
•    Track KPIs including: 
o    CMDB health and compliance scores
o    Asset lifecycle compliance and inventory accuracy
•    Leverage ServiceNow and Power BI dashboards for insight generation
•    Drive data-led decision-making and continuous service improvement (CSI)
•    Identify opportunities for automation, simplification, and process optimisation

Stakeholder Management & Influence
•    Act as the global SME and owner for CMDB & HAM processes
•    Engage senior stakeholders across IT&D, business functions, and partners
•    Drive adoption, training, and organisational alignment
•    Communicate performance, risks, and improvements clearly and effectively

The experience we're looking for

Required Experience
•    Significant experience (typically 15+ years) in IT Service Management / SIAM environments
•    Proven track record as a Process Owner for CMDB and/or Hardware Asset Management
•    Experience operating in global, multi-vendor managed service environments
•    Strong background in process governance, transformation, and optimisation
•    Experience working with ServiceNow-enabled ITSM ecosystems

Technical Expertise
•    Deep expertise in: 
o    Configuration Management (CMDB) frameworks and governance
o    Hardware Asset Management lifecycle and controls
o    ITIL v3 / ITIL 4 practices
•    Strong understanding of: 
o    ServiceNow CMDB, HAM, and CSDM data models
o    Data governance, reporting, and KPI frameworks
o    Automation and service modernisation concepts

Qualifications
•    Bachelor’s degree in IT / Computer Science or related discipline
•    ITIL v4 Certification (mandatory)
•    ServiceNow certifications (preferred)
•    SIAM / Agile / Lean certifications (desirable)

The skills for success

Leadership Capabilities 
•    Ownership & Accountability: Takes end-to-end responsibility for global processes and outcomes
•    Influencing & Collaboration: Drives alignment across complex stakeholder and vendor landscapes
•    Data-Driven Decision Making: Uses insights and analytics to improve performance and outcomes
•    Continuous Improvement Mindset: Actively challenges status quo and drives transformation
•    Execution Excellence: Balances strategic thinking with operational delivery

What we offer

Equality