Enterprise Service Configuration Manager

Expedia, Inc.; Greater London; On-site; GBP 116,000 - 162,000; Full time

Benefits offered by this job

Medical insurance

Dental coverage

Vision coverage

Paid time off

Employee Assistance Program

Wellness reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group is seeking a hands-on, senior leader to define and migrate the CMDB/AMDB/xMDB architecture. You will own the long-term roadmap, model services, improve data quality, and drive integrations across multiple domains at scale.

The role requires deep JSM experience, governance expertise, and the ability to collaborate with management and product teams to balance migration deliverables with ongoing operations.

Qualifications

• Bachelor’s degree in CS, IS, Engineering, or equivalent experience.
• Senior IC with leadership; experience guiding a team for at least 1 year.
• 3+ years leading ITSM/ITOM/ITAM teams in distributed environments.
• Proven ownership of an enterprise CMDB/AMDB/xMDB platform.
• Deep hands-on Jira Service Management with JSM Assets and CSDM service modeling.
• Integrations with ITSM (incidents, changes, problems, requests) and ITOM.
• Strong data modeling, CI class design, and API integrations.
• Ability to define governance, ownership models, and data quality KPIs.
• Experience driving dependency visibility and change impact for critical services.
• Strong communication with senior leaders; stakeholder management.
• Familiarity with AI-driven tools to improve data quality and incident response.

Responsibilities

• Define the target AMDB/xMDB architecture and migrate into operational use across the enterprise.
• Lead the long-term CMDB/AMDB/xMDB roadmap, service modeling, and governance.
• Oversee data quality, CI relationships, and API integrations across domains.
• Collaborate with management and product to balance migration, data remediation, and operations.
• Ensure adoption by service owners and operational teams.

Skills

JSM Assets

CSDM modeling

CI design

API integrations

ITSM/ITOM/ITAM

Data quality KPIs

Data governance

Cross-team leadership

Stakeholder mgmt

AI/ML in config

Education

Bachelor's degree in Computer Science

Tools

Jira Service Management

Job description

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Role summary

This is a hands‑on strategic leadership role for someone who can define the target AMDB/xMDB architecture, build the capability, and lead its migration into operational use across the enterprise. The role owns the long‑term roadmap for CMDB/AMDB/xMDB, including service modeling, data quality, integrations, adoption, and the transition from fragmented configuration sources to a coherent, trusted platform.
The ideal candidate has deep practical experience building an AMDB / xMDB in Atlassian JSM Assets and understands the complexities of operating at Expedia's scale: multiple domains, diverse data sources, distributed ownership, inconsistent legacy data, and complex service dependencies. They will lead the creation of CI and service models, migration and onboarding patterns, relationship structures, governance processes, and quality measures that enable configuration data to support incident, change, problem, request, resilience, and impact‑analysis workflows.
Collaborates with management and product to balance the needs of the teams' wellbeing, new capabilities, migration delivery, data remediation, and platform maintenance and operations. Acts as the primary point of accountability for building a sustainable configuration management capability and for ensuring that the resulting AMDB/xMDB is adopted by service owners and operational teams.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field, or equivalent practical experience.

• Senior individual contributor with demonstrated technical leadership; experience leading or managing a team of engineers for at least one year, but not currently operating as a senior people manager.

• Experience in ITSM, ITOM, ITAM, or related engineering domains, including at least 3 years leading engineering or IT service management teams, often in globally distributed environments.

• Proven ownership of an enterprise CMDB/AMDB/xMDB platform as a trusted source of truth for services, infrastructure, and dependencies.

• Deep hands‑on experience with Jira Service Management, including:

• JSM Assets/CSDM‑aligned service modeling

• Integrations with ITSM (incident, change, problem, request)

• ITOM (discovery, event management), ITAM, observability, and cloud platforms

• Strong expertise in CMDB data modeling, CI class design, relationship mapping, and API‑based data integrations with IT and business systems.

• Demonstrated ability to define and drive configuration standards, data models, governance frameworks, ownership models, and data quality KPIs, along with long‑term CMDB roadmap planning.

• Experience leading cross‑team initiatives to improve dependency visibility, change impact analysis, and operational resilience for Tier 0 / Tier 1 or mission‑critical services.

• Proven capability supporting multiple services and stakeholders within a complex enterprise environment.

• Strong communicator and stakeholder manager, comfortable influencing senior technical and business leaders without direct authority.

• Familiarity with AI‑driven tools or workflows, applying AI/ML concepts to improve configuration data quality, incident response, or change management outcomes.

Preferred Qualifications

• Experience operating an enterprise‑scale xMDB/AMDB supporting complex, distributed application and infrastructure landscapes, including cloud and hybrid environments.

• Strong track record of architecting and evolving xMDB integrations, discovery toolchains, reconciliation strategies, and data pipelines to improve coverage, accuracy, and operational reliability.

• Demonstrated ability to use xMDB data and analytics to drive decisions related to service health, risk management, change impact, and operational resilience, including leveraging AI/ML‑enabled insights where appropriate.

• Experience leading xMDB‑related design reviews and making low‑level design decisions for APIs, data models, integrations, and workflows used across multiple domains or organizational units.

• JSM / Jira Asset Management experience strongly preferred.

• Advanced experience applying AI/ML techniques or AI‑assisted tools to automate CI classification, detect configuration drift, predict service impact, or enhance operational outcomes, with a strong focus on safe and responsible adoption.

• Background in adjacent or closely related roles, such as ITSM or ITOM Architect, ServiceNow Platform Owner, SRE, or Resilience Engineering leader, with deep exposure to service topology, service mapping, and xMDB‑driven operations.

• Domain experience in travel, e‑commerce at scale, marketplaces, SaaS, or cloud service providers, particularly in environments requiring high availability and strong operational resilience.

• Familiarity with supporting mission‑critical, Tier 0 / Tier 1 services in high‑transaction, customer‑facing platforms.

The total cash range for this position in Seattle is $156,500.00 to $219,000.00. Employees in this role have the potential to increase their pay up to $250,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.
Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Benefits and perks

Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership.

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com.

Equal Opportunity

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.